Client Experience Coordinator

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

Bring your experience to the table and play a key role in the success of our firm, building trusted relationships and delivering meaningful impact, including:

• 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

To thrive in this role, you'll need to 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

Our “exceptional by design” approach means we’ve deliberately shaped a firm where you can do your best work. We combine meaningful work, clear expectations and the support to build a career that works for you. Why join us?

• 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

What happens next?

Once your application has been submitted and reviewed, our Talent Acquisition team will share the outcome with you by email.  

We typically hold two interview stages providing the opportunity to meet different members of the hiring team at each stage. For this role, both stages will be held in person in our London office. However, we strive to remain flexible depending on the requirements of the role or the candidate.  

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.