Client Coordinator

Key details:

Department:
Facilities Management
Location:
London Based

Role overview

To provide essential administrative, scheduling and coordination support to the Client Services department, helping to ensure facilities management contracts are delivered efficiently, and clients receive clear, professional and timely communication.

The Client Coordinator will manage incoming emails and telephone enquiries, raise and maintain work orders, schedule internal engineers and approved subcontractors, update client portals, coordinate attendance requirements and ensure job documentation is complete and accurate.

The role will support Contract Managers with quotations, job administration and invoicing, ensuring completed works progress promptly through to closure and that monthly invoicing targets are actively supported.

Working closely with clients, site contacts, engineers, subcontractors and internal teams, the Client Coordinator will make routine scheduling and allocation decisions within agreed processes and escalate significant client or operational matters to the appropriate manager.

Key responsibilities

  • Monitor allocated email inboxes, answer incoming calls, respond professionally to enquiries and direct requests to the appropriate person or department.
  • Provide clients with timely updates on job progress, engineer attendance, outstanding documentation and follow-on actions, maintaining accurate communication records.
  • Raise reactive maintenance, PPM and quoted work orders in SimPRO and maintain accurate job notes, attendance details, engineer updates, costs and completion information.
  • Schedule and allocate internal engineers and approved subcontractors according to availability, location, skills, qualifications, site requirements, KPIs, SLAs and agreed attendance times.
  • Plan attendance and travel routes efficiently, confirm access arrangements and estimated arrival times, and reorganise schedules when priorities, delays, absence or urgent call-outs affect availability.
  • Ensure engineers and subcontractors receive complete work order information, site contacts, access instructions, relevant paperwork and RAMS requirements before attendance.
  • Coordinate materials, access equipment and other attendance requirements with the relevant teams to support first-time completion wherever reasonably possible.
  • Monitor scheduled and outstanding works, aged work in progress, overdue attendance and return visits, proactively following up actions needed to progress each job.
  • Obtain job sheets, reports, certificates, costs and supporting information from engineers and subcontractors, processing closures, recalls, variations and follow-on works as required.
  • Accept, update and close work orders on client portals, including Access Maintain, Verisae, Prism, Sentinel, Mercury and Trackplan, in line with client-specific procedures.
  • Upload job sheets, certificates, service reports, quotations and invoices, ensuring portal information is accurate and consistent with internal systems and compliance records.
  • Support quotation preparation by entering labour, materials and subcontractor costs, formatting submissions and issuing approved quotations to clients.
  • Review completed jobs, verify costs and supporting documents, raise individual, consolidated and recurring invoices, and promptly resolve information that may delay billing.
  • Support month-end invoicing activity and monthly financial targets, maintain organised records, assist colleagues during absence or peak workloads, and contribute to training and process improvements.

Essential skills and qualifications

  • Previous experience in administration, customer service, facilities management or a similar service environment is desirable. Experience scheduling field-based engineers, subcontractors or mobile workforces would be advantageous but is not essential.
  • The successful candidate should be confident managing competing priorities, making practical scheduling decisions and adapting quickly when attendance requirements or resource availability change. Strong organisation, attention to detail and clear written and verbal communication are essential.
  • Experience using SimPRO, CAFM systems or client portals would be advantageous. The role requires accurate handling of job records, costs and invoices, together with a proactive approach to outstanding actions and deadlines.
  • Good working knowledge of Microsoft Outlook and Excel, with the confidence to learn and work across multiple software systems
  • Strong planning, scheduling, numerical and administrative skills, with good knowledge of UK geography and travel considerations

Desirable skills and qualifications

  • Friendly, professional, reliable and methodical, with the ability to communicate clearly and recognise when matters require escalation
  • A supportive team player who can work accurately and efficiently, contribute towards individual and departmental targets, and engage positively with structured training and regular reviews