Client Support Coordinator
Location: Sheffield – Hybrid with a possibility of remote
Reporting line: You will report directly to our Client Operations Manager, ensuring alignment with firm wide goals and priorities.
Salary £30-£35k depending on experience
About the Role
We are seeking an experienced and proactive Client Support Coordinator to oversee and enhance the firm’s client service delivery within our Client Operations function. This is a senior operational role, acting as the key escalation point for complex client matters and leading the day-to-day coordination of the Client Support Unit. You will bridge operational delivery and strategic service improvement, ensuring high standards of client care, data integrity, and efficiency across all client-facing processes. You will work closely with fee earners, Account Managers, Compliance, Accounts, Business Development and Marketing to ensure our client experience remains consistent, responsive and aligned with firm values.
What You Will Be Doing
You will play a central role in safeguarding and strengthening the firm’s client support operations. Your responsibilities will include:
• Overseeing day-to-day client support activity, ensuring inbox triage, ticket management and query resolution are handled efficiently and professionally.
• Acting as the senior escalation point for complex queries and minor complaints, ensuring timely and effective resolution.
• Safeguarding HubSpot data integrity, including accurate association of finance and fee earner communications, maintaining workflow accuracy and ensuring reliable client records.
• Managing plan renewals, closures and billing accuracy, ensuring data, rates and plan information remain aligned across systems.
• Leading the operational management of Extend plans, including manual usage reconciliation, renewal and pricing support, tier changes and workflow updates.
• Providing reporting support for client activity and plan performance, including legacy reporting requirements for specific Extend clients.
• Liaising closely with Accounts, fee earners and Account Managers to resolve billing queries, reconcile data and maintain operational accuracy.
• Monitoring service metrics and identifying opportunities to streamline processes and reduce manual workload.
• Line managing and supporting junior team members to maintain service quality and consistency.
About Harper James
Harper James is a full-service commercial law firm designed specifically to support ambitious SMEs. Our unique subscription-based model is redefining how legal services are delivered, making high-quality legal support more accessible, transparent and commercially aligned. We have grown rapidly and recently secured private equity backing from LDC to support our next phase of expansion. This is an exciting time to join a firm that is leading innovation within legal services.
What We Are Looking For
We are looking for someone who combines operational oversight with a strong client service mindset and the confidence to engage senior stakeholders.
You will ideally have:
• At least three years’ experience in client services, legal operations or business support within a legal or professional services environment.
• Experience managing complex client escalations and service delivery workflows.
• Strong working knowledge of CRM systems, ideally HubSpot, and operational reporting tools.
• Experience producing and interpreting service performance data.
• Proven ability to create or refine SOPs and training documentation.
• Excellent written and verbal communication skills, with confidence working alongside senior stakeholders.
• Strong organisational skills and the ability to prioritise and make sound decisions independently. Skills and Attributes
• Calm and professional under pressure.
• Accountable for service quality and client outcomes. • Strong analytical mindset with a focus on improvement.
• Confident leading and mentoring others.
• Collaborative and able to build relationships across departments.
• Proactive and solutions-focused.
• Committed to confidentiality, professionalism and integrity.
The bottom Line
• An opportunity to play an important part in the next phase of growth for a law firm leading innovation within legal services.
• An environment with no politics, no bureaucracy, working with a passionate, supportive and dedicated team who all play a fundamental part in the success and continued growth of the business.
• 33 days holiday, including public holidays.
• Option to buy up to 5 holiday days a year.
• Private Healthcare
• Death in service benefit.
• Access to our electric car scheme
• Discounted gym memberships, access to retailer discounts, team socials and more!
NO AGENCIES PLEASE
We believe every business - no matter its size - deserves access to top-tier legal support.
Our mission is simple: to make expert legal advice affordable, flexible and tailored to the needs of growing businesses.
With service plans for every stage of your journey, quality legal advice is always within reach. And unlike traditional law firms our pricing is clear – no surprises, no hidden costs. Explore our Engage, Enable and Extend plans on our website, with hourly fees starting from £159 on a subscription plan.
It’s not just our pricing that sets us apart. We offer exceptional advice from senior lawyers, most of whom have worked at top 100 law firms and in-house, with an average 17+ years' experience. From commercial law to employment disputes, we make sure you're covered, always prioritising your business goals.
Together, we’ve proudly supported thousands of businesses across the UK, from start-ups to scale-ups and beyond. We’re here for you through every challenge and opportunity, making sure you have the legal support to thrive.
Don't just take our word for it, we have been independently recognised as a top SME-focused law firm by Chambers and Partners in their 2026 guide.
And if you’re a solicitor or business professional looking for a new opportunity, we’d love to hear from you. Most of us work remotely – which means lower costs with no compromise on quality for clients, and incredible work-life balance for our people, while still being part of a warm and friendly culture.
