Client Support Coordinator >£35k The Client Support Coordinator is responsible for enabling our client to deliver exceptional client service by maintaining effective client onboarding, support, and compliance processes. This includes liaising directly with clients to ensure seamless onboarding, issuing and managing Terms and Business (TOBs), organising and maintaining accurate documentation, and providing demonstrations of client portals and systems. The role also involves managing client queries, GDPR and other relevant processes, and coordinating with internal teams to deliver high-quality service. The Client Support Coordinator will proactively identify opportunities to improve client satisfaction, monitor client accounts for issues or discrepancies, and contribute to the development and implementation of client support processes and procedures. By maintaining a thorough understanding of the company’s products, services, and systems, the Client Support Coordinator will act as a trusted advisor to clients, ensuring their needs are met and fostering long-term relationships. The role requires a strong focus on compliance, relationship building, attention to detail, and the ability to work collaboratively across departments to achieve business objectives. The role: Act as the primary point of contact for new and existing clients during the onboarding process. Liaise directly with clients to gather and verify required documentation, ensuring compliance with regulations and internal policies. Issue Terms and Business (TOBs) and ensure clients understand and agree to them. Provide demonstrations of client portals and other systems, ensuring clients are confident in using these tools. Manage and resolve client queries in a timely and professional manner, escalating complex issues where necessary. Organise and maintain accurate client records, ensuring all documentation is up-to-date and stored securely. Ensure all client interactions and transactions comply with FCA regulations, GDPR, and other relevant legislation. Prepare and distribute client reports, ensuring accuracy and adherence to deadlines. Build and maintain strong relationships with clients, acting as a trusted advisor and ensuring their needs are met. Proactively identify opportunities to improve client satisfaction and service delivery. Conduct regular check-ins with clients to gather feedback and address any concerns. Coordinate with internal teams (e.g., collections, compliance, IT) to ensure seamless service delivery for clients. Monitor client accounts to identify and address any issues or discrepancies. Assist in the development and implementation of client support processes and procedures. Maintain a thorough understanding of the company’s products, services, and systems to provide informed support to clients. Stay up-to-date with FCA regulations, industry trends, and best practices in client support and debt collection. Participate in training sessions to enhance skills and knowledge relevant to the role Required Knowledge and Experience: Business Experience Proven experience in a client-facing role, preferably within a debt collection or regulated environment Strong organisational skills with the ability to manage multiple tasks and priorities effectively. Experience of using client management systems, CRMs and Microsoft office Suite (e.g., Word, Excel, Outlook) Experience with FCA (desirable) Familiarity with client portals and digital onboarding process (desirable) Core Competencies Excellent written and verbal communication skills, with the ability to explain complex information clearly and concisely. Highly developed communication skills and ability to deal with stakeholders professionally, calmly, and tactfully. Ability to prioritise, be organised, and work efficiently. Flexible approach with the capability to adapt to change, new practices, and cope under pressure. Able to integrate within a team and work on your own initiative. Treat colleagues, clients, and third parties with respect. Friendly and helpful approach. Good timekeeping. Keep business matters strictly confidential. Attention to detail and accuracy. Quick learner. Ability to deliver results and meet company expectations. Ability to work in a non-discriminatory manner, in accordance with the Company’s Equal Opportunities Policy. Values and Behaviours Positive mindset with a commitment to continuous improvement. Open and transparent. Flexible and adaptable. Attention to detail with strong analytical skills. Team player. Flexibility is required at times due to workloads; however, you will normally be required to work the following hours: Monday to Friday: 9am - 5:00pm (30 min lunch)