Reports to: Tech Lead
Location: Hybrid / Newport, Shropshire
Term: Permanent, Full-Time (4-day working week)

Overview

We’re looking for a confident, organised, and technically minded Client Support & Delivery Coordinator to be the vital link between our clients and development team. You’ll take ownership of client support requests, coordinate ongoing retainer work, and make sure everything that leaves Copper Bay meets our quality and delivery standards.

This role is perfect for someone who enjoys clear communication, thrives on keeping projects moving, and can translate technical progress into client-friendly updates.

About Us

At Copper Bay, we design and build digital products that help organisations grow and operate smarter. Our team blends creativity, technology, and strategic thinking to deliver websites, apps, and digital platforms that make a genuine difference.

We’re a close-knit, collaborative team who believe in working smarter — not longer — which is why we operate a 4-day working week. You’ll join a supportive environment where everyone’s ideas are valued, professional growth is encouraged, and high standards are celebrated.

Key Responsibilities:

Client Support Management

Act as the first point of contact for client support enquiries.
Review and triage incoming support tickets, ensuring accurate logging, prioritisation, and categorisation.
Allocate work to developers, monitor progress, and test completed outputs before client delivery.
Communicate resolutions clearly and promptly to clients, maintaining a high level of professionalism and empathy.
Identify recurring issues or opportunities for improvement and share insights with the Tech Lead.

Development Retainer Coordination

Build strong relationships with our retainer clients, developing a deep understanding of their systems, goals, and priorities.
Plan, brief, and manage ongoing development work across multiple accounts.
Hold regular client check-ins to discuss new requests, review recent work, and align on upcoming improvements.
Ensure deliverables meet client objectives, budgets, and timelines.
Collaborate with developers and designers to manage capacity and scheduling.

Product Testing & Quality Control

Conduct thorough testing of completed work before handover, ensuring functionality, performance, and design consistency.
Log bugs or inconsistencies and follow through to resolution.
Provide structured feedback and work closely with developers to confirm fixes.
Support the continual improvement of QA and testing processes.

Communication & Delivery

Provide clear, proactive updates to clients and internal teams, keeping projects transparent and on track.
Escalate potential risks, blockers, or delays early to the Tech Lead.
Contribute ideas to improve project delivery, communication flow, and client experience.

What Success Looks Like:

Clients feel confident, informed, and supported at all times.
Support tickets and retainer work are delivered on time, within budget, and fully tested.
Communication between clients, developers, and project leads is seamless.
Quality issues are caught early and resolved efficiently.
You’re recognised internally as a trusted and dependable coordinator who helps both clients and developers succeed.

Requirements:

Experience in similar role
Excellent organisational and communication skills, both written and verbal.
Confident liaising with both clients and technical teams.
A good understanding of digital platforms (websites, apps, CRMs, APIs, or similar).
Experience using project or ticket management systems such as Freshdesk, Jira, Asana, or ClickUp.
Detail-oriented, proactive, and able to manage multiple priorities effectively.
Previous experience in a digital agency or technical environment is highly desirable.

Desirable Skills (Nice to Have):

Basic understanding of web technologies (HTML, CMSs, integrations, etc.).
Familiarity with QA testing tools or processes.
Knowledge of Agile or Scrum methodologies.
An interest in improving digital delivery workflows and client communication strategies.

Benefits:

4-day working week (32 hours, paid as full-time)
Hybrid working with flexible hours
Training and professional development budget
Friendly, collaborative team environment
Sick Pay
Company Social Budget

Job Types: Full-time, Permanent

Pay: £25,000.00-£30,000.00 per year

Benefits:

Additional leave
Casual dress
Company pension
Enhanced maternity leave
Enhanced paternity leave
Flexitime
Sick pay
Work from home

Work Location: Hybrid remote in Newport TF10 7JB

Copper Bay Digital

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Client Support & Deliver Coordinator