Client Experience Coordinator

Pinsent Masons LLP; Greater London; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days holiday

Bonus Scheme

Pension Scheme

Electric car scheme

Enhanced Family Leave policies

Private Medical Insurance

Health, lifestyle and wellbeing

Job summary

Pinsent Masons LLP in London is seeking a Client Experience Coordinator to ensure a seamless, high-quality experience for clients and visitors. The role supports reception, hospitality, facilities and events, Monday to Friday with shifts from 07:00 to 19:00 and occasional overtime for events.

The successful candidate will collaborate with multiple teams to anticipate needs, manage visitor bookings, and maintain exceptional standards across client-facing spaces.

Qualifications

• Experience in client or guest service oriented roles.
• Familiarity with visitor management and room booking systems.
• Strong organisational and communication abilities.

Responsibilities

• Base on Ground Floor reception 08:00–10:00 to assist guest arrivals and support events.
• Deliver warm, personalised, professional service for clients, visitors and colleagues.
• Act as London office ambassador, ensuring a welcoming environment.
• Review daily visitor, meeting and event schedules and support hosts.
• Prepare meeting rooms and client spaces to high standards for comfort and functionality.
• Collaborate with event organisers and internal teams to run meetings and events.
• Coordinate with Reception, Catering, AV, Facilities and Security teams to maintain service quality.
• Manage bookings, communicate updates and resolve issues proactively.
• Maintain professional client-facing areas and escalate safety concerns as needed.
• Support compliance with firm policies, health and safety, and service standards.
• Contribute ideas to improve service delivery and client experience through clear communication.

Skills

Client service

Organisation & multitasking

Communication skills

Team collaboration

Problem solving

IT skills (MS Office)

Flexibility & adaptability

Privacy & confidentiality

Tools

Condeco

Eptura

MS Office

Job description

London | Permanent This role is based 5 days a week (Monday - Friday) from our London office and flexibility is required to work shifts between the hours of 07:00 - 19:00 as well as occasional overtime in support of events. As an inclusive employer, we are willing to consider flexible working requests.

Job Description

Client Experience Coordinator

London | Permanent This role is based 5 days a week (Monday - Friday) from our London office and flexibility is required to work shifts between the hours of 07:00 - 19:00 as well as occasional overtime in support of events. As an inclusive employer, we are willing to consider flexible working requests.

The opportunity

Join a team where your expertise truly matters. Pinsent Masons is looking for a Client Experience Coordinator who will be a passionate ambassador for exceptional client experience, ensuring every visitor receives a professional, personalised and effortless journey throughout their time in our London office.

• In this role you will partner closely with colleagues across reception, hospitality, facilities and wider business support teams
• The role is dedicated to delivering seamless service, anticipating requirements and creating moments that leave a lasting positive impression.
• This is an exciting opportunity for someone who thrives in a fast-moving environment and takes pride in exceeding expectations for both guests and stakeholders.

At Pinsent Masons, your career is exceptional by design - intentionally shaped to support high performance, meaningful development and long-term progression.

What You’ll Do

• In this role you will usually be based on the Ground Floor reception from 08.00 until around 10.00 to support with guest arrivals you will typically then support with events around the building which may include meeting room layout changes and monitoring and taking action on a shared email inbox.
• Deliver a warm, personalised and professional experience for all clients, visitors and colleagues, ensuring exceptional service from arrival to departure.
• Act as an ambassador for the London office, creating a welcoming environment and anticipating guest needs to provide a seamless experience.
• Review daily visitor, meeting and event schedules, ensuring all arrangements are in place and support is provided to hosts and guests.
• Prepare and maintain meeting rooms and client-facing spaces to the highest standards, ensuring excellent presentation, comfort and functionality.
• Partner with event organisers and internal teams to deliver successful meetings and events, adapting quickly to changing requirements.
• Collaborate with Reception, Catering, AV, Facilities and Security teams to provide a consistently high-quality service.
• Proactively manage bookings, communicate updates and resolve potential issues before they impact the client experience.
• Ensure client-facing areas remain professional and welcoming, escalating any facilities, security or safety concerns as required.
• Support compliance with firm policies, health and safety procedures, and service standards.
• Contribute ideas to enhance service delivery, improve processes and continuously elevate the client and visitor experience through professional and engaging communication.

What You’ll Bring

• Experience gained in a similar role with a passion for giving exceptional levels of service to both clients and stakeholders
• Experience of working within a client/customer service environment for a professional services or law firm would be advantageous
• Experience of using a visitor management/room booking system, preferably Condeco/Eptura.
• Excellent IT skills to include all MS Office packages.
• Strong client service and relationship-building skills.
• Excellent organisation, prioritisation and attention to detail.
• Ability to work effectively across reception, events and wider service teams.
• Highly organised, confident and client focused.
• Proactive and hands-on, with the ability to anticipate needs and resolve problems quickly.
• Calm and adaptable when managing competing priorities and changing requirements.
• A clear communicator who builds positive relationships in person, by email and by telephone.
• A collaborative team player committed to consistently high service standards.
• Flexible in both attitude and in daily hours of work.
• Highly motivated with a can-do approach towards all given tasks.
• Discrete and able to handle sensitive matters professionally and an understanding of privacy and confidentiality

Why Pinsent Masons

• Meaningful work, real impact - the opportunity to contribute to initiatives and projects that have a genuine impact on our clients and the success of a leading international law firm.
• A firm that backs your growth - clear expectations, structured development and real investment in helping you reach your potential.
• A progressive culture - collaborative, inclusive and forward-looking, with the space to innovate and do your best work.

Our benefits package is competitive and reflects our determination to support our people in achieving their full potential. You know what's important to you and that's why we offer flexible benefits where we can, allowing you to choose what matters most. Amongst our benefits are:

• 25 days holiday
• Bonus Scheme
• Pension Scheme
• Electric car scheme
• Enhanced Family Leave policies
• Private Medical Insurance
• Health, lifestyle and wellbeing benefits

Our commitment

At Pinsent Masons, we are committed to recruiting and retaining the best talent and building an inclusive and fair workplace. We value the strength that comes from different experiences and strive to create an environment where everyone feels they belong.

We welcome applications from all suitably qualified candidates and are dedicated to ensuring equitable opportunities throughout our recruitment processes. In line with local laws and cultural contexts across the jurisdictions in which we operate, we encourage people of all backgrounds, identities, and lived experiences to apply.

If you need reasonable adjustments or accommodations to participate in our recruitment process or to perform the role, please tell us, we will work with you to identify a suitable approach.