3. Inbox, client service and workflow coordination

• Own or coordinate the shared administrative and sales inboxes, ensuring that work is categorised, allocated, actioned or escalated within the required timescale.
• Respond professionally to telephone and email enquiries and make sure clients understand the next step and expected response time.
• Balance competing priorities, giving immediate attention to statutory deadlines, urgent client matters and commercially valuable enquiries.
• Coordinate administrative resources, office cover, holidays and handovers so that essential workflows remain covered throughout the working week.
• Provide clear, well-structured summaries when seeking technical input, including the project, question, relevant documents, deadline and specific decision required.
• Support and quality-check delegated routine work undertaken by colleagues or approved outsourced support.

4. Systems, quality and continuous improvement

• Follow WCCL's approved procedures, ISO 9001 quality controls, confidentiality requirements and data-protection obligations.
• Identify recurring administrative problems and recommend practical improvements to templates, checklists, CRM workflows and reporting.
• Use approved AI and automation tools to assist with triage, drafting, data capture, reminders and reporting, while remaining accountable for checking outputs before use.
• Help maintain process notes, standard responses and training material so that essential knowledge is not dependent on one individual.
• Attend relevant networking, client or business-development events when reasonably requested.

Note: This Job Description covers the main duties and responsibilities of the job. Other activities commensurate with this Job Description may from time to time be undertaken by the Job Holder.

Person Specification

Essential experience and skills

• Strong administration or project-coordination experience in construction, property, engineering, fire safety, compliance or another regulated technical environment.
• Experience of taking ownership of a busy shared inbox, multiple live matters and competing deadlines.
• Experience handling customer enquiries from initial contact through quotation, instruction or project setup.
• Experience preparing quotations, proposals or fee submissions using agreed information and approval processes.
• Ability to follow up opportunities proactively and communicate the value of a professional service in a credible, client-focused manner.
• Ability to read and understand common construction or technical terminology and check document packs for completeness.
• Ability to distinguish a procedural administrative matter from one requiring technical judgment and escalate appropriately.
• Excellent written communication, telephone manner and customer-service skills.
• Strong organisation, prioritisation and time-management skills, with a calm and accurate approach under pressure.
• Confidence working independently with limited day-to-day supervision and taking responsibility for completion and follow-through.
• Good working knowledge of Microsoft 365 and CRM, database or project-management systems; willingness to use approved AI and automation tools.
• A collaborative, adaptable approach suited to a small business, including willingness to support colleagues and deal constructively with changing priorities.

Desirable experience

• Building Control or building-regulations administration including Initial Notices, project registration, completion administration or other time-sensitive statutory submissions.
• Fire-safety, fire-protection, architectural-practice, warranty, planning or property-compliance administration.
• Coordinating surveyors, inspectors, engineers, consultants or geographically dispersed site resources.
• ISO 9001, quality-management systems, compliance records, certification or audit support.
• Sales pipeline reporting, conversion analysis, CRM reporting or process improvement.
• Experience implementing templates, workflows, AI-assisted administration or practical automation.

Available for immediate start

Personal qualities

• Calm, unflappable and methodical when priorities change or urgent work arrives.
• Commercially confident and persuasive while remaining honest, accurate and within agreed authority.
• Fast and accurate, with strong attention to detail and a disciplined approach to record keeping.
• Proactive: notices what needs doing, takes ownership and follows matters through to completion.
• Comfortable asking precise questions of technical colleagues and acting on the answer.

Compensation and Benefits

• Pay: £28,000.00-£33,000.00 per year + OTE Quarterly Sales Bonus
• Benefits:
  • Company pension
  • Employee discount
  • Free parking
  • Health & wellbeing programme
  • On-site parking
  • Private medical insurance