Client Success & Operations Coordinator (PlaceMaker)

Urban Intelligence; Bristol; On-site; GBP 30,000 - 35,000; Full time

Job summary

A growing tech-for-good startup in Bristol seeks a Client Success & Operations Coordinator to enhance user experience and support project delivery. The role involves client communication, task management, and system improvement, ideal for individuals passionate about planning and local government.

Benefits

Private Healthcare Plan

Pension Plans

Leave Package

Work From Home

Qualifications

• Experience in customer success or SaaS support.
• Strong interest in planning, politics, or environmental issues.

Responsibilities

• Act as the first point of contact for client support requests.
• Organise and track incoming requests across clients.
• Support the smooth delivery of projects with local authorities.

Skills

Organisational Skills

Written Communication

Client-facing Communication

Interest in Planning

Education

2 years of commercial experience

Tools

ClickUp

Notion

Airtable

Job description

About Urban Intelligence

Urban Intelligence is on a mission to revolutionise local plan-making through technology. Our platform, PlaceMaker, is already helping 30 local authorities to work more efficiently and collaboratively.

We work with public-spirited planners in local government who are shaping the future of towns, cities and communities. As we scale, we’re looking for someone to help us deliver an outstanding experience to these users and to design a high-quality, scalable support system that grows with us.

The Role

We’re looking for a Client Success & Operations Coordinator to join our team in Bristol.

You’ll be the first point of contact for our PlaceMaker clients — responding to queries, triaging requests, and making sure nothing slips through the cracks. You’ll also help support the coordination and smooth delivery of projects, working alongside our team of planners and data scientists.

As the team grows, you’ll play a key role in designing and improving the internal systems and processes that keep our service running smoothly and professionally.

We don’t expect you to have a background in planning — we’ll support you to learn. But we’re especially keen to hear from people with a strong interest in planning, politics, data, or environmental issues, and who are excited to support local government in making better places.

What You’ll Do

• Act as the first point of contact for client support requests — triaging queries and logging tasks in our internal system
• Organise and track incoming requests across clients, ensuring tasks are actioned promptly and delegated appropriately
• Support the smooth delivery of projects with local authorities — helping to keep timelines on track, preparing documents, and coordinating key milestones
• Create and maintain helpful support content, including articles, guides, and release notes
• Help build and refine internal workflows using ClickUp, including automations, templates, and dashboards
• Track and report on support activity, identifying opportunities to improve the client experience
• Provide light operational and administrative support — including licence tracking, meeting coordination, and PO management

About You

We’re open to applicants from a range of professional backgrounds — including customer success, SaaS support, digital operations, public sector delivery, or policy/communications roles.

You’ll be a great fit if you:

• Are organised, self-driven, and enjoy making systems and processes work smoothly
• Have excellent written communication skills and enjoy creating clear, accessible content
• Have experience using tools like ClickUp, Notion, Airtable or similar project/support platforms
• Are calm, professional, and responsive in managing client-facing communications
• Are interested in planning, place-making, local government, politics, or the environment
• Are able to work from our Bristol office at least 3 days per week

We’re open to applicants from a range of professional backgrounds — including customer success, SaaS support, digital operations, public sector delivery, or policy/communications roles.

You’ll be a great fit if you:

• Have 2 years of commercial experience in a similar role
• Are organised, self-driven, and enjoy making systems and processes work smoothly
• Have excellent written communication skills and enjoy creating clear, accessible content
• Have experience using tools like ClickUp, Notion, Airtable or similar project/support platforms
• Are calm, professional, and responsive in managing client-facing communications
• Are interested in planning, place-making, local government, politics, or the environment
• Are able to work from our Bristol office at least 3 days per week

We can provide

• £30,000 – £35,000 depending on experience
• Experience of working in an innovative tech-for-good startup pushing the boundaries of planning, working with a highly skilled and energetic team that is at the top of their game
• Close-knit, friendly and collegial team culture
• Private Healthcare Plan
• Pension Plans
• Leave Package
• Work From Home

How to Apply

We’re not looking for volume — just thoughtful, motivated people who care about good work. As part of our assessment process, we use tools to identify and evaluate the use of Generative AI in applications. We welcome thoughtful use of AI to support your writing, but we care deeply about originality, clarity and effort. You can read our full AI in applications policy here.

Our Application Process

We aim to keep it straightforward and respectful of everyone’s time:

1. Initial Screening
   - We’ll review your CV and written answer using a clear and objective scoring framework.
2. 15-Minute Intro Call
   - A short conversation with one of our client delivery team to say hello, answer questions, and get a feel for fit.
3. 45-Minute In-Person Interview (Bristol)
   - A deeper chat with team members about the role, your experience, and how we might work together.
   

We’re reviewing applications on a rolling basis. If you’re thoughtful, interested, and ready to build something that matters — we’d love to hear from you.