Client Support Coordinator

Silverdoor; Lancaster; On-site; GBP 26,000 - 32,000; Full time

Job summary

SilverDoor in Lancaster, United Kingdom, seeks a Client Support Coordinator to progress enquiries from first contact to confirmed bookings and support reservations through key stages with accurate updates. The role emphasizes proactive, solutions-focused service, strong organisation, and ownership from start to finish, with a phone-first approach to improve speed and personalise support.

You will work with a team to maintain SLAs, quote quality, and smooth communication across systems.

Qualifications

• Experience in a customer-facing environment with sales or service targets.
• Confident using the phone for outbound and inbound conversations, including needs analysis and follow-up.
• Ability to negotiate or influence outcomes (rates/terms) and articulate value clearly.
• Strong written communication and attention to detail; able to produce accurate quotes and keep data up to date.
• Organised and comfortable handling multiple enquiries at pace while maintaining quality.
• Commercial and customer-first mindset; proactive in finding best match and value.
• Ownership-led and proactive, with clear follow-up and escalation when needed.
• Team-minded and reliable; keeps systems updated and supports SLAs.

Responsibilities

• Progress enquiries from first contact through to booking and support the reservation through key stages with accurate updates.
• Hit SLAs, maintain high-quality quoting, booking and communication throughout the process.
• Phone-first execution: use calls to speed up conversion, confirm availability, and negotiate rates where possible.
• Prepare accurate quotes and manage reservation administration, amendments, cancellations, and check-in details.
• Resolve day-to-day issues quickly, escalate when service delivery is at risk or complex.
• Collaborate with Client Consultants to prioritise workload and contribute to template/process improvements.

Skills

Customer-facing experience

Phone-based negotiation

Needs analysis

Quote accuracy

Data quality

Team collaboration

Job description

The Client Support Coordinator is responsible for progressing enquiries from first contact through to confirmed booking, then supporting the reservation through key stages with clear, accurate updates.

Success in this role depends on consistently hitting service levels (SLAs), enquiry conversion, and maintaining high quality in quoting, booking and communication. The role is expected to be proactive, solutions-focused and highly organised, with strong ownership from start to finish.

A key expectation is that the telephone is the preferred method of communication when it will move the enquiry forward faster, build rapport or personalise service, particularly for availability checks, rate negotiation, needs analysis on incomplete enquiries, and follow-up with customers.

1) Enquiry handling, qualification and conversion (SLAs)

• Respond to new enquiries promptly via email and phone, meeting response targets and SLAs.
• Conduct needs analysis to understand key requirements (location, budget, dates, stay purpose, preferences, policies and any must-haves) and confirm any missing information.
• Own the enquiry through to booking where appropriate, maintaining momentum through structured follow-up and objection handling (availability, price, approvals and timing).
• Always be available to take calls, ensuring calls are answered within 3 rings ad with a warm, professional greeting in line with the company policy

2) Solution matching using Synergy by SilverDoor and market knowledge

• Use Synergy by SilverDoor as the starting point, where possible, for recommendations and build choice across a relevant set of options that best matches the customer's needs.
• Apply industry knowledge to identify the 'perfect match' and explain clearly why each option is suitable, highlighting benefits and differentiators.
• Ensure each quote is positioned around value: what meets the brief, what is flexible, and what the customer gains.

3) Phone-first execution and rate negotiation

• Use the telephone as the preferred method to speed up conversion and deliver a personal service.
• Call property partners/suppliers to confirm availability, clarify details and negotiate rates/terms where possible.
• Highlight negotiated savings in customer communications (e.g., improved rates, added value, flexible terms) and document outcomes clearly.
• Follow up key conversations in writing, keeping records accurate and audit-ready.

4) Quoting, reservation administration and attention to detail

• Prepare accurate, professional quotes and reservation paperwork in line with SilverDoor standards.
• Manage reservation admin tasks including amendments, extensions, cancellations, check-in information and documentation, ensuring data quality across systems.
• Maintain clean notes and statuses so enquiries can be picked up seamlessly by the wider team as part of follow-the-sun workflows.

5) Issue management and customer care

• Resolve day-to-day issues and minor complaints quickly and professionally, setting expectations and keeping the customer informed.
• Escalate early when service delivery is at risk, or when the case is complex, urgent or commercially sensitive.

6) Team contribution and continuous improvement

• Work closely with Client Consultants and Senior Client Consultants to prioritise workload, share updates and support team SLAs.
• Strive to be productive in your work and always be proactive informing managers when you have capacity to take on more.
• Contribute to improving templates, processes and knowledge bases to increase speed, quality and conversion.

Requirements:

Skills/Experience:

• Experience in a customer-facing environment with sales, conversion or service targets (inside sales, reservations, hospitality or travel is desirable).
• Confident using the phone for outbound and inbound customer conversations, including needs analysis and structured follow-up.
• Ability to negotiate or influence outcomes (rates, terms or solutions) and articulate value clearly.
• Strong written communication and attention to detail; able to produce accurate quotes and keep systems and reservation data up to date.
• Organised and comfortable handling multiple enquiries at pace while maintaining quality and consistency.
• Commercial and customer-first - curious about needs, focused on finding the best match, and confident in positioning value.
• Phone-first and proactive - uses calls to progress enquiries, negotiate where possible, and deliver a personal service.
• Resilient and ownership-led - follows up, overcomes objections, and escalates early when service delivery is at risk.
• Team-minded and reliable - keeps systems updated, communicates clearly, and contributes to shared SLAs and targets.