Client Services Coordinator in Birmingham

Location: Birmingham

Working hours: Flexibility between 08:00 – 18:00, 35 hours on Monday to Friday. Some overtime may be required.

Type: Full-time office based. Permanent role.

About the Business

Here at Pinsent Masons we bring together the best people to get the job done. We’re naturally curious, constantly learning, listening, and growing. We’ll truly value your ideas. You’ll be joining an award-winning, hardworking and commercially minded team, where you’ll have the opportunity to work with leading experts and form meaningful relationships, while making a difference. You’ll get the opportunity to be involved in varied and challenging work. Working in an open and supportive environment, to deliver outstanding results.

Purpose of the role

To support all elements of client services, from reception and concierge to the complete servicing of the meeting and events spaces and provision of all associated services delivering a world-class, exceptional experience.

Main duties and responsibilities

• Management of all client and internal meeting room configurations, setting up rooms as per requirements in terms of furniture, technology, catering, and equipment.
• Assisting external and internal clients with use of in-room audio visual and presentation equipment (Teams, video and audio conferencing, data projection, sound system, MS Office tools, including PowerPoint).
• Troubleshooting technical AV issues using proven problem-solving processes and report any faults to the AV team.
• Provide Wi-Fi and printing support to the firm's clients and external guests.
• Ensure all meeting rooms/collaboration spaces are properly equipped with stationery, peripherals, and user guides where necessary.
• Meet and greet clients delivering a world-class client experience – both in person and virtually via all communication tools.
• Anticipating and responding to the client needs, helping where needed, assisting with their requests and queries efficiently and effectively.
• Offering a hotel-style concierge service to clients, including taxis, restaurant recommendations etc.
• Go-to person for key client meetings and events, offering expert knowledge and advice from inception to on the day.
• Coordinate and plan meeting support from booking to completion, processing incoming calls and e-mail requests for all requirements, including catering and AV requirements.
• Liaison with technology services, catering, facilities, and maintenance departments throughout the day to ensure the smooth provision of services to the meeting rooms.
• Assisting the business development and events teams with event planning and organisation.
• Organisation and forward planning to maximise use of space and equipment.
• Conflict resolution for over demand and clashes of interests/requirements.
• Intuitive and effective communication, adapting style and approach appropriately to suit across all levels and types of clients.
• Pro-actively managing workload, including deadlines and time critical tasks and activities per day/week.
• Monitor housekeeping standards and ensure that all client areas are kept tidy and presentable.
• Ensure prompt liaison with facilities team for the collection of packages, deliveries etc.
• Administrative tasks, including statistical reporting, financial reconciliation of charges and invoicing.
• Adhere to all firm wide policies and procedures.
• Be conversant with the firm's Health & Safety policy, emergency evacuation procedures and business resilience plans.
• Undertake other workplace duties and tasks as required by the Workplace Manager.

Candidate Overview

We are looking for candidates who ideally hold the following skills and experience:

• Experience of using a hospitality system, preferably Eptura (formerly Condeco).
• Previous reception and meeting room experience in a corporate environment is essential.
• Excellent IT skills, including MS Office packages, Outlook and current Audio-Visual platforms.
• Excellent communication and inter-personal skills, both written and spoken.
• Effective and intuitive communicator at all levels. Capable of establishing immediate rapport.
• Ability to handle conflicting demands and/or challenging pressures for resources.
• Capable of working autonomously but also operating within a team environment.
• Proven organisational skills. Organised and methodical approach to workload and tasks.
• Ability to work within a busy, fast-paced service environment.
• Ability to identify any Health & Safety risks.
• Educated to minimum GCSE level or equivalent, including maths and English.

What can we offer you?

• Carers’ leave (up to five paid days’ leave towards caring responsibilities).
• 25 days’ annual leave entitlement and the opportunity to purchase or roll over 5 days.
• Contributory pension of up to 5%.
• Private healthcare policy.
• Death in service cover (4 x base salary).
• Eligibility to apply for an interest free season ticket loan, an interest free gym membership loan and/or an interest free rental deposit loan.
• Cycle to work scheme.

What happens next?

Once your application has been submitted and reviewed, our Recruitment team will share the outcome with you by email. We typically hold two interview stages per vacancy providing the opportunity to meet two members of the hiring team at each stage. The first stage is typically conducted virtually and the second stage typically in person at the office in which the role would be based. However, we strive to remain flexible depending on the requirements of the role or the candidate.

Our strength lies in our differences. We are a Disability Confident and top Stonewall employer, a Valuable 500 member, a founding member of the Mindful Business Charter, signatory of the Race at Work Charter and a proud partner of Neurodiversity in Law. We encourage and value different ideas and styles of thinking. It’s with different perspectives that we’ll find solutions to our clients’ most complex challenges. It’s how we’ll deliver outstanding results today, and tomorrow. We want everybody attending an interview to be comfortable and able to fully demonstrate their experience and talents.