Client Support Coordinator

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.

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.

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:

• Minimum 3 years’ experience in client services, legal operations, or business support within a legal or professional services environment.

• Proven ability to manage complex client communications, escalations, and service delivery workflows.

• Experience in creating or maintaining SOPs, training manuals, or internal process documentation.

• Strong written and verbal communication skills; confident working with partners and senior stakeholders.

• Advanced IT literacy, including Microsoft 365 and CRM systems (HubSpot preferred).

• Demonstrated experience producing and interpreting operational data and reports.

• Excellent organisational and problem-solving skills with strong attention to detail.

• Ability to work independently, prioritise effectively and manage decisions within delegated authority.

• Analytical, proactive and solutions-focused approach with a commitment to continuous improvement.

• 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!