Consultancy Coordinator

Job Role: Consultancy Coordinator

Location: UK - Home based
Salary: Up to £35k base + up to £10k commission
Contract Type: Full Time, Permanent
What We Can Offer You: 25 Days Annual Leave (Pro-Rata for Part-time and Fixed-Term Roles), Additional Holiday Purchase, Hybrid Working, Performance-Related Bonus, Life Assurance, Vitality Private Healthcare, Subsidised Gym Memberships, Cycle to Work scheme, Discount Vouchers and Access to Wellbeing Resources  

Why do we want you?

Please note: To complete your application, you will be redirected to Wilmington plc’s career site.

At Wilmington plc, we celebrate individuality and are committed to fostering an inclusive workplace. As a Disability Confident employer, we shortlist all applicants who meet the essential role criteria and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme, please use the contact details provided once you have clicked “apply”!

You’ll be the central point of contact for Phoenix's clients, combining coordination and business development. You'll handle inbound and outbound calls to warm and cold leads, book initial meetings, and support the sales process. Once a client is secured, you'll onboard them and manage the scheduling of consultations with our H&S Consultants. 

Your responsibilities include:

Client Coordination & Communication

• 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.

Scheduling & Diary Management

• 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.

Documentation & Administration

• 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.
  

CRM & Reporting

• Keep CRM records up to date, including client status, notes, and next steps.
• Produce basic management reports to support pipeline, delivery, and reappointment oversight. 
  
  

Commercial Support

• 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.

Quality & Ways of Working

• 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. 
  
  

What’s the Best Thing About This Role?

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.

What’s the Most Challenging Thing About This Role?

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

To be successful in this role, you must have / be:

• Demonstrable experience in a B2B 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.
  
  

To be successful in this role, it would be great if you have:

• 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 workflows (e.g., follow-ups, proposals, renewals, reappointments).
• Familiarity with quality assurance, evidence trail, and process-driven environments.
  
  

We know it’s not a skill, but the successful candidate must have permission to work in the role’s location by the start of their employment.

About Us

Phoenix Health & Safety, part of Wilmington plc, is a leading provider of health and safety training and consultancy. We empower individuals and businesses through expert education and support. Our rapid growth makes this an exciting time to join our team!

Join us and do Work That Means Something

At Wilmington plc, we help global customers to do the right business in the right way - providing trusted data, insights, and education to navigate the Governance, Risk and Compliance (GRC) landscape.

When you join us, you’ll not only make a real difference for our customers, you’ll also enjoy flexibility through hybrid working and benefit from a wide range of learning, career, and development opportunities.

Whether you're just starting out, returning to work after a break, or looking to take your next step, you’ll be doing work with meaning.

Join us and make a real difference. Click on “APPLY” today!

The Legal Bit!

The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

*Please note that this role may remain advertised until an offer of employment has been made.

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