Client Services Coordinator

Salary: £30,000 to £35,000 depending on experience

Hours: 32 hour flexible week, available 9am to 5pm

Location: Ingatestone, Essex, hybrid with Mondays and Thursdays in the office

Reports to: Chief of Staff

About Volaro

Performance marketing and creative for premium brands.

We help luxury brands and investment firms attract and convert high net worth clients, connecting them with high value customers across premium, capital led markets. Real estate, private assets, luxury and beyond.

We do this through paid media across Meta, Google and LinkedIn, funnel design and build, creative and content production, CRM and tracking, and conversion optimisation. Everything is measured on qualified leads and revenue.

We are a small senior team, we are growing quickly, and everyone here has a real say in how the business is built. We work a 32 hour flexible week, because we think people do better work when they can build the working day around their life rather than the other way round.

The role

You will be the main point of contact for our clients on a day to day basis, and the link between them and our performance team.

Clients contact us by email, WhatsApp group and phone. You will be the person who responds, finds out the answer if you do not have it, and comes back to them. You will also make sure that anything agreed on a client call actually gets done, by tracking the actions and chasing them internally.

This is a client communication and coordination role. It does not involve setting marketing strategy or running campaigns, although you will learn how both work as you go.

What you will be doing

• Responding to client messages and queries across email, WhatsApp and phone
• Joining client calls, taking notes, and recording the actions that come out of them
• Chasing those actions internally and confirming back to the client once they are complete
• Flagging delays to clients early, rather than after a deadline has passed
• Keeping our project boards up to date so the status of every client is accurate
• Helping pull together client reports with the performance team
• Coordinating with our internal specialists and external freelancers to keep work moving
• Escalating anything you are unsure about quickly, so it can be answered properly

Who we are looking for

Alongside the experience set out below, this is what matters most to us:

• You share information rather than sit on it, even when the news is not good
• You are organised, and just as strong on follow through as you are on conversation
• You respond quickly. A message that arrives late on a Friday gets dealt with on the Friday
• You are comfortable talking to senior people and asking questions when you do not know something
• You stay calm when things go wrong, which they occasionally will

Experience

You will have worked in an agency or a professional corporate environment, and you will understand marketing well enough to follow a conversation about it comfortably.

That understanding can come from study rather than a job. If you have a marketing degree and have since worked in a client facing role, that works.

Essential

• Agency or corporate experience in a client or customer facing role
• A working knowledge of marketing, from either study or professional experience, so terms like leads, campaigns and performance metrics are already familiar
• Comfortable dealing with people at different levels of seniority, including difficult conversations
• Experience using a CRM or project management system, and able to pick up new tools quickly
• Clear and quick written communication

Not required

• Direct experience running marketing campaigns
• Knowledge of the investment sector
• Seniority. If you are early in your career but organised and confident, we would like to hear from you.

Progression

This is the first hire in our client services function.

If you do the job well, there is a route into account management and, over time, into running the function. We would always rather grow someone into a role than recruit over the top of them.

How we work

Everyone here works a 32 hour flexible week. You can structure your days as you like, including shorter days or a half day on a Friday. The one thing we all hold to is being contactable between 9am and 5pm, so that clients always get a response during working hours. We also have certain non-negotiable meetings throughout the week.

Office days are Monday and Thursday.

To apply

• Send us your CV along with a cover letter, describing why you believe this role is for you - as well as a time you had to tell a client something they did not want to hear, and how you handled it.