Client Coordinator

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

You are applying for a role with Landlord Action part of HFIS Limited – the group behind trusted brands such as mydeposits, Total Landlord Insurance, Property Redress, and Hamilton Fraser.  HFIS Limited is part of Brown & Brown (Europe) Limited.

Working options | office-based with optional rotational remote working in line with divisional requirements / office based

Working pattern | full time

Working hours | 37.5 (Monday – Friday) hours per week

Reports to | Practice Manager 

What we’re looking for:

We’re looking for a proactive and customer-focused Client Coordinator to join our Landlord Action team. This is a fast-paced, client-facing role where you’ll act as the first point of contact for new enquiries, guiding prospective clients from initial contact through to instruction.

You’ll play a key role in delivering an outstanding client experience, supporting onboarding processes, and helping to drive conversion from enquiry to instruction. This is an excellent opportunity for someone who thrives on communication, organisation, and making a real impact in a growing, service-led business.

Some of the things you'll get up to:

Client onboarding & customer engagement

• Act as the first point of contact for all incoming enquiries (phone, email, web)
• Convert prospective clients into instructed clients through effective follow-up and communication
• Manage a structured customer call-back process to maximise conversion rates
• Guide clients through the onboarding journey, ensuring a smooth and professional experience
• Take payments and ensure all required documentation is complete

Case coordination & administration

• Set up and manage client enquiries and cases within our case management system
• Monitor and follow up on incomplete paperwork and outstanding actions
• Manage inbound instructions from multiple channels (post, web, email)
• Liaise with clients throughout key stages of the process, including debt recovery stages
• Support the wider team with administrative tasks and case progression

Continuous improvement & team support

• Identify opportunities to improve onboarding processes and client experience
• Contribute to lead generation initiatives and maintain prospect databases
• Support training and coaching of colleagues (including Paralegals) on onboarding processes

We’d like you to have:

• Excellent customer service skills with a strong telephone manner
• Experience in a sales, onboarding, or contact centre environment
• Strong attention to detail and organisational skills
• Confident using Microsoft Office and learning new systems
• Ability to prioritise workload and manage multiple tasks effectively
• A proactive, solutions-focused mindset
• A collaborative approach and ability to build strong working relationships
• High levels of motivation and personal accountability
• A commitment to delivering high-quality service and outcomes

Desirable

• Experience in the property or private rented sector
• Experience in legal or case management environments

Benefits:

• 23 days holiday + UK bank holidays
• Life assurance
• Private health care for you and dependents
• Employee assistance programme, including GP line, cashback for treatments, advice line
• Season ticket loan
• Rental deposit loan
• Annual leave purchase scheme
• As part of the HFIS Group, access to discounted personal insurance is available

At HFIS we value development and progression of all our people and so we also offer financial support for studying towards professional qualifications plus study time. As a teammate you will also benefit from a wide variety of high-quality in-house and external training.

We have a relaxed and friendly environment, and our dress code reflects this.

We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.