Consultancy Coordinator

Location

UK – Home based

Up to £35k base + up to £10k commission

Full Time, Permanent

Hybrid Working, Performance-Related Bonus, Life Assurance, Vitality Private Healthcare, Additional Holiday Purchase, Health Cash Plan, Subsidised Gym Memberships, Cycle to Work scheme, Discount Vouchers and Access to Wellbeing Resources!

Phoenix Health & Safety (part of Wilmington plc) has a brand new opportunity for a Consultancy Coordinator to join our growing consulting team! We’re looking for someone who is confident handling client conversations – including proactive outreach – and enjoys roles where organisation and communication really matter.

You’ll be comfortable supporting inbound and outbound calls, coordinating busy schedules, and keeping client journeys running smoothly from first contact onwards. If you’re looking for a role with variety, ownership, and a mix of outreach, service delivery and business growth, we’d love to hear from you!

• Act as the main point of contact for clients, managing inbound and outbound calls and emails.
• Coordinate the client journey from enquiry through booking, delivery support, and follow up.
• Issue confirmations and pre- and post-visit communications to ensure clients are well prepared.
• Book and manage health and safety review appointments and follow-up calls/visits.
• Optimise consultant diaries for efficiency, travel, and service priorities.
• Proactively manage changes, cancellations, and re-bookings, highlighting delivery risks where needed.
• Prepare and issue client documentation in line with Phoenix standards.
• Track deliverables and ensure actions are progressed on time.
• Maintain accurate records, templates, and version control.
• Keep CRM records up to date, including client status, notes, and next steps.
• Produce basic management reports to support pipeline, delivery, and reappointment oversight.
• Support client retention and conversion through timely follow-ups and proposal support.
• Capture and progress additional opportunities identified by consultants.
• Contribute to improving client experience and identify process improvements.
• Ensure communications and records meet quality, audit, and compliance standards.
• Follow agreed processes and escalation routes, helping to keep SLAs on track.
• Take part in continuous improvement across systems, processes, and templates.

You will be at the heart of Phoenix’s consultancy services, ensuring clients receive a seamless, professional experience while working closely with consultants to support business growth and client success.

Balancing multiple client journeys, schedules, and administrative processes simultaneously, while maintaining accuracy, responsiveness, and a high level of service.

• Demonstrable experience in a coordinator / scheduler / operations support role, ideally within a professional services, compliance, or field-based delivery environment.
• Strong customer service and communication skills with the ability to build rapport quickly and handle challenging conversations professionally.
• High level of organisation and attention to detail, able to manage multiple moving parts simultaneously.
• Strong commercial awareness: understands the importance of conversion, retention, and delivering a premium client experience.
• Excellent written English, able to produce clear, client-ready communications and maintain accurate records.
• Confident IT user (Microsoft 365, CRM/workflow tools); able to learn new systems quickly and work with structured templates.
• Able to work calmly under pressure, prioritising tasks effectively and maintaining service standards.

• Experience supporting health & safety, compliance, or consultancy services (or similar regulated professional services).
• Understanding of key H&S documentation types (e.g., policies, risk assessments, action plans) and typical client needs.
• Experience using telephony/booking systems and producing MI reports for operational leadership.
• Experience supporting sales/service conversion…