CRM Support Coordinator

Before you apply, watch this short video to understand who we are and what we do:

READ THIS ENTIRE JOB DESCRIPTION OR DO NOT APPLY

We are looking for a CRM Support Coordinator to support clients using our Leads Hub CRM platform and assist with the day-to-day management of CRM processes across We Build Trades.

Leads Hub is our in-house CRM platform built on Go High Level, designed specifically for trade and home-service businesses to manage leads, automate follow-ups, organise pipelines, and improve their sales processes.

This role focuses on client support, onboarding assistance, and ongoing CRM guidance, ensuring clients understand how to use the platform effectively and receive timely support when they need help.

You will act as the first point of contact for many CRM-related requests, helping resolve common issues, guiding clients through platform functionality, and ensuring they get maximum value from the system.

This role works closely with the CRM & Automation Specialist, as well as the Marketing, Sales, and Account Management teams, helping maintain a smooth and organised CRM experience for both internal teams and external clients.

Note: This position is office-based with no hybrid or remote working options.

Key Responsibilities

1. Client CRM Support & Assistance

• Act as a primary point of contact for client questions related to the Leads Hub CRM platform.
• Provide day-to-day support to clients who require assistance using the system.
• Respond to client queries relating to:
  • Lead pipelines
  • Contact records
  • Opportunity stages
  • Automation triggers
  • Messaging tools
  • Notifications and follow-ups
• Help clients understand how to use the system properly so they can manage their leads efficiently.
• Ensure support requests are handled in a clear, professional, and timely manner.

2. Client Onboarding & Platform Guidance

• Support the onboarding process for new Leads Hub users.
• Help guide new clients through the platform so they understand the core functionality including:
  • Lead pipelines and opportunity stages
  • Contact management
  • Follow-up workflows
  • SMS and email communication tools
  • Basic reporting and activity tracking
• Ensure clients understand how to track their leads and manage their sales processes inside the system.
• Provide reassurance and clarity during onboarding so clients feel confident using the platform.

3. CRM System Usage & Best Practice Guidance

• Help clients adopt best practices when using Leads Hub.
• Managing incoming leads
• Following up with prospects
• Keeping contact records accurate
• Tracking opportunities through the sales process
• Encourage consistent CRM usage so clients get the maximum benefit from the platform.
• Help identify where clients may not be using the system effectively and provide guidance to improve adoption.

4. Coordination with CRM & Automation Specialist

• Work closely with the CRM & Automation Specialist who manages the technical side of the platform.
• Escalate more complex technical issues such as:
  • Automation errors
  • Integration issues
  • Advanced workflow changes
  • System configuration adjustments
• Provide clear information to the specialist so issues can be diagnosed and resolved efficiently.
• Assist with testing and reviewing new workflows or system updates when required.

5. Internal CRM Support

• Support internal teams at We Build Trades with CRM-related tasks.
• Assist with:
  • Pipeline updates
  • Contact record organisation
  • Opportunity management
  • System troubleshooting
• Help maintain accurate CRM data across the business.
• Ensure internal users follow consistent processes when using the CRM.

6. Documentation & Training Resources

• Maintain clear documentation for CRM processes.
• Help develop and improve support materials including:
  • Onboarding guides
  • Training instructions
  • Step-by-step walkthroughs
  • Internal CRM process documentation
• Identify common user questions and help improve training resources so issues can be resolved faster.
• Support improvements to onboarding processes as Leads Hub continues to grow.

7. System Feedback & Process Improvement

• Provide feedback on how clients are using the CRM platform.
• Identify recurring issues, user challenges, or areas where the system could be improved.
• Share insights with the CRM & Automation Specialist and leadership team to improve system usability and efficiency.
• Contribute to refining CRM processes so the platform remains scalable as the number of users increases.

Experience & Skills Required

• Experience working with CRM platforms or customer management systems.
• Strong organisational and problem-solving skills.
• Excellent communication skills with the ability to explain systems clearly.
• Ability to manage multiple support requests at the same time.
• Comfortable working with software platforms and technical systems.
• Strong attention to detail when working with data and records.
• Experience working with Go High Level or similar CRM platforms.
• Experience supporting users or clients with technical systems.
• Experience working within a marketing agency or service-based business.
• Basic understanding of marketing automation or sales pipelines.
• Experience creating documentation or training materials for software systems.

Personal Attributes

• Patient and supportive communicator.
• Highly organised with strong attention to detail.
• Enjoys solving problems and helping people understand systems.
• Calm and structured when handling multiple requests.
• Proactive and motivated to improve processes over time.
• Comfortable working in a fast-paced, technology-driven environment.

What We Offer

• Salary Range: £28,000 – £33,000 per annum
• Performance bonus opportunities.
• Career growth within a fast-growing company.
• Full training provided on Leads Hub and CRM systems.
• Opportunity to work with cutting-edge marketing and automation systems.
• Fun, dynamic work environment including:
  • Collaborative office culture
  • Pool table/ping-pong table
  • Mini gym
• Meaningful work helping trade businesses organise their leads and improve their sales processes.

Hiring Process:

• Watch the Video Above
• Online application (Pre-qualification)
• Short Zoom interview (Qualified applicants only)
• In-person interview with an on‑site assessment
• Offer

Why We Build Trades?

We Build Trades helps ambitious trade businesses grow through structured marketing systems, automation, and lead management processes.

Our Leads Hub CRM platform plays a central role in helping our clients organise their leads, improve follow-ups, and convert more enquiries into customers.

This role plays an important part in ensuring our clients receive the support and guidance needed to fully benefit from the system.

• Job Type: Full-time
• Pay: £28,000 – £33,000 per year
• Additional Pay:
  • Bonus scheme
  • Performance bonus
• Company pension
• Flexitime
• Schedule: Monday to Friday