Account Coordinator

All employees are expected to be conversant with, and work in compliance to all Brunel standards, policies and procedures, and promote and contribute to a safe working environment.

The Account Coordinator serves as a strategic partner to Account Managers and clients, overseeing the contractor experience lifecycle with a focus on high-level service delivery, issue resolution, retention, and account support. This role not only manages day-to-day operations but also proactively contributes to account success by analyzing trends, leading process improvements, and mentoring junior coordinators. The Account Coordinator acts as a key liaison between contractors, internal teams, and client stakeholders to ensure excellence in execution and long-term relationship building.

• Manage regular, proactive communication with assigned contractors, ensuring strong engagement from Day 1 through assignment end
• Set and maintain clear contractor expectations throughout the assignment lifecycle, ensuring satisfaction and alignment with Brunel’s standards
• Take a lead role in contractor retention efforts, including early identification of potential leavers and coordination of timely actions (renewal, reassignment, offboarding)
• Ensure accuracy and completeness of contractor data across internal systems; use insights to identify gaps or risks
• Provide elevated support on complex contractor issues by collaborating with internal departments (e.g., payroll, ops,etc) and external clients
• Conduct quality assurance checks on contractor experiences and outcomes, providing insight and suggestions for continuous improvement
• Actively support account development by identifying upsell/referral opportunities and assisting Account Managers with strategic planning
• Own reporting on contractor headcount, renewals, starts, and leavers; proactively flag trends or risks to stakeholders
• Ensure contractors are onboarded efficiently and paid accurately, including confirming initial pay cycle success
• Lead or support client site visits alongside Account Managers; represent Brunel professionally and provide follow-up documentation as needed
• Coordinate and oversee contractor engagement initiatives (swag, appreciation events, milestone gifts), ensuring alignment with brand and budget
• Mentor and provide guidance to junior coordinators; serve as a go-to resource for onboarding and best practices
• Drive process improvements and contribute to standard operating procedure (SOP) development for the contractor management function
• Strategic Communication: Tailors communication for impact across all levels, from contractors to executive stakeholders
• Operational Excellence: Demonstrates deep attention to detail, process adherence, and commitment to quality service delivery
• Leadership & Influence: Models positive behaviors, builds trust, and provides mentorship to peers and new team members
• Analytical Thinking: Identifies trends in contractor behavior and account metrics to make data-informed decisions
• Accountability & Initiative: Owns outcomes and seeks continuous improvement in both individual and team performance
• Resilience: Maintains composure under pressure and navigates challenging situations with professionalism
• Safety Champion: Promotes and enforces safety practices and policies across all points of contractor engagement