We are seeking an experienced and proactive Client Support Coordinator to oversee and enhance the firm’s client service delivery within our Client Operations function. This is a senior operational role, acting as the key escalation point for complex client matters and leading the day-to-day coordination of the Client Support Unit.
You will bridge operational delivery and strategic service improvement, ensuring high standards of client care, data integrity, and efficiency across all client-facing processes. You will work closely with fee earners, Account Managers, Compliance, Accounts, Business Development and Marketing to ensure our client experience remains consistent, responsive and aligned with firm values.
What you will be doing
You will play a central role in safeguarding and strengthening the firm’s client support operations. Your responsibilities will include:
- Overseeing day-to-day client support activity, ensuring inbox triage, ticket management and query resolution are handled efficiently and professionally.
- Acting as the senior escalation point for complex queries and minor complaints, ensuring timely and effective resolution.
- Safeguarding HubSpot data integrity, including accurate association of finance and fee earner communications, maintaining workflow accuracy and ensuring reliable client records.
- Managing plan renewals, closures and billing accuracy, ensuring data, rates and plan information remain aligned across systems.
- Leading the operational management of Extend plans, including manual usage reconciliation, renewal and pricing support, tier changes and workflow updates.
- Providing reporting support for client activity and plan performance, including legacy reporting requirements for specific Extend clients.
- Liaising closely with Accounts, fee earners and Account Managers to resolve billing queries, reconcile data and maintain operational accuracy.
- Monitoring service metrics and identifying opportunities to streamline processes and reduce manual workload.
- Line managing and supporting junior team members to maintain service quality and consistency.
About Harper James
Harper James is a full-service commercial law firm designed specifically to support ambitious SMEs. Our unique subscription-based model is redefining how legal services are delivered, making high-quality legal support more accessible, transparent and commercially aligned. We have grown rapidly and recently secured private equity backing from LDC to support our next phase of expansion. This is an exciting time to join a firm that is leading innovation within legal services.
What we're looking for
We are looking for someone who combines operational oversight with a strong client service mindset and the confidence to engage senior stakeholders.
You will ideally have:
- At least three years’ experience in client services, legal operations or business support within a legal or professional services environment.
- Experience managing complex client escalations and service delivery workflows.
- Strong working knowledge of CRM systems, ideally HubSpot, and operational reporting tools.
- Experience producing and interpreting service performance data.
- Proven ability to create or refine SOPs and training documentation.
- Excellent written and verbal communication skills, with confidence working alongside senior stakeholders.
- Strong organisational skills and the ability to prioritise and make sound decisions independently. Skills and Attributes
- Calm and professional under pressure.
- Accountable for service quality and client outcomes. • Strong analytical mindset with a focus on improvement.
- Confident leading and mentoring others.
- Collaborative and able to build relationships across departments.
- Proactive and solutions-focused.
- Committed to confidentiality, professionalism and integrity.
The bottom line
• An opportunity to play an important part in the next phase of growth for a law firm leading innovation within legal services.
- An environment with no politics, no bureaucracy, working with a passionate, supportive and dedicated team who all play a fundamental part in the success and continued growth of the business.
- 33 days holiday, including public holidays.
- Option to buy up to 5 holiday days a year.
- Private Healthcare.
- Death in service benefit.
- Access to our electric car scheme.
- Discounted gym memberships, access to retailer discounts, team socials and more!
Ready to apply?
If you are ready to apply this role, please complete the application form using the link below.
Alternatively, if you would like to have an initial informal chat with our Senior Talent Acquisition Assistant, Layla Atkinson, to find out more about the role, you can email her directly via layla.atkinson@harperjames.co.uk. Please be assured that all conversations are confidential and we will act discreetly throughout the process.
NO AGENCIES PLEASE.
