Brown & Brown Insurance
Client Coordinator
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Client Coordinator
Client Coordinator – Landlord Action
Built on meritocracy, our unique company culture rewards self-starters and those committed to doing what is best for our customers. You are applying for a role with Landlord Action, part of HFIS Limited – the group behind trusted brands such as mydeposits, Total Landlord Insurance, Property Redress, and Hamilton Fraser. HFIS Limited is part of Brown & Brown (Europe) Limited.
Working Arrangements
- Location: Office-based with optional rotational remote working (aligned with divisional requirements)
- Working Pattern: Full-time
- Hours: 37.5 hours per week (Monday – Friday)
- Reports to: Practice Manager
About the Role
We’re seeking a proactive and customer-focused Client Coordinator to join our Landlord Action team. This dynamic, client-facing role involves acting as the primary point of contact for new enquiries, guiding prospective clients from initial contact through to instruction while delivering an exceptional client experience, supporting onboarding processes, and driving conversions.
Ideal for those who thrive on communication, organisation, and making a tangible impact within a fast-growing, service-led business.
Key Responsibilities
Client Onboarding & Customer Engagement
- Act as the first point of contact for all incoming enquiries via phone, email, or web.
- Convert prospective clients into instructed clients through structured follow-ups and effective communication.
- Manage a client call-back process to maximise conversion rates.
- Guide clients through the onboarding journey, ensuring a smooth and professional experience.
- Process payments and verify all required documentation.
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Case Coordination & Administration
- Set up and manage client enquiries and cases within our case management system.
- Track incomplete paperwork and ensure follow-ups on outstanding actions.
- Receive and handle inbound instructions across multiple channels (post, web, email).
- Liaise with clients at key stages, including debt recovery processes.
- Assist the team with administrative tasks and case progression support.
Continuous Improvement & Team Support
- Identify opportunities to enhance onboarding processes and client experience.
- Contribute to lead generation initiatives and maintain prospect databases.
- Support training and coaching of colleagues (including Paralegals) on onboarding protocols.
Requirements
Essential
- Excellent customer service skills, with a strong telephone presence.
- Experience in sales, onboarding, or contact centre environments.
- Sharp attention to detail and strong organisational skills.
- Confident proficiency in Microsoft Office and willingness to learn new systems.
- Ability to prioritise workloads and handle multiple tasks efficiently.
- Proactive, problem-solving mindset with a collaborative approach.
- Motivated, accountable, and committed to delivering high-quality service.
- Strong emphasis on personal accountability and customer-focused outcomes.
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Desirable
- Experience within the property or private rented sector.
- Background in legal or case management environments.
Benefits
- 23 days holiday + UK bank holidays
- Life assurance
- Private healthcare (covers you and dependents)
- Employee Assistance Programme (including GP line, cashback for treatments, advice line)
- Season ticket loan
- Rental deposit loan
- Annual leave purchase scheme
- Access to discounted personal insurance as part of the HFIS Group
- Financial support for professional qualifications, including study time
- A wide range of in-house and external training opportunities
- Relaxed, collaborative work environment with a friendly dress code
About Brown & Brown (Europe) Limited & HFIS
Founded in 1939, Brown & Brown (NYSE: BRO) has evolved from a two-partner firm into one of the world’s largest insurance brokerages, cherishing trust, resilience, and results.
Our team operates with a shared ‘WE’ culture, fostering teamwork, trust, and courage. Leadership is seen as mentorship, and we prioritise customer-centric solutions grounded in diversity, integrity, and community impact.
We seek individuals who embrace collaboration, excel in growth, and commit to ethical excellence. If this resonates with you, we’d love to hear from you.
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