Client Response Coordinator

Client Response Coordinator 📍 Newton-le-Willows, WA12 💰 £27,000 + Benefits 🕒 Rotating Shift Pattern | 1 Day WFH Per Week We are seeking an organised and customer-focused Client Response Coordinator to join a growing support team based in Haydock. This is an excellent opportunity for someone with a strong office-based customer service background who enjoys working in a fast-paced environment, coordinating maintenance requests, supporting clients, and ensuring high service standards are maintained. The successful candidate will act as a key point of contact for clients, engineers, subcontractors, and suppliers, helping to manage reactive maintenance works from initial enquiry through to completion. The Role As a Client Response Coordinator, you will be responsible for managing helpdesk enquiries, logging maintenance requests, coordinating urgent works, and ensuring accurate communication and updates are maintained throughout the lifecycle of each job. You will play an important role in delivering excellent customer service while ensuring KPIs and SLAs are consistently achieved. Key Responsibilities * Serve as the primary contact for helpdesk enquiries via phone and email * Accurately log maintenance issues and requests onto the job management system * Manage urgent P1 works from initial contact through to resolution * Track job progress and maintain accurate system notes and updates * Liaise with engineers, subcontractors, suppliers, and clients for updates and reports * Ensure SLAs and KPIs are consistently achieved * Escalate unresolved or urgent issues to management where required * Review completed documentation and raise follow-on works or quotations where necessary * Assist with producing internal and client reports * Allocate works to engineers and subcontractors based on location, urgency, and skillset * Build and maintain strong internal and external relationships * Support continuous improvement initiatives to enhance client experience Candidate Requirements Essential * Previous experience within an office-based customer service or coordination role * Strong communication and organisational skills * Ability to manage multiple tasks in a fast-paced environment * Good attention to detail and accurate data entry skills * Confident using internal systems and Microsoft Office * Positive and collaborative approach to teamwork Desirable * Experience within facilities management, maintenance, or helpdesk environments * NVQ Level 2 in Administration (beneficial but not essential) Working Hours 5-week rotating shift pattern: * Week 1: 7am – 3pm * Week 2: 8am – 4pm * Week 3: 9am – 5pm * Week 4: 10am – 6pm * Week 5: 11am – 7pm Package & Benefits * £27,000 salary * 33 days holiday including bank holidays * Pension contribution: 3% employer / 5% employee * 1 day per week working from home * Stable long-term opportunity within a growing business 📅 Start Date: ASAP (4-week notice periods considered)