Client Services Executive

  • Job Reference: JO0000003838
  • Date Posted: 11 November 2022
  • Recruiter: Ryder Reid Legal
  • Location: City of London, London
  • Salary: On Application
  • Sector: Marketing / Business Development
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

This is a fantastic opportunity for someone who has previous experience in a client services or client development/relationships role within legal or another professional services industry to join the London-based client services team of a prestigious international law firm.

The main principles of the team are:

  • To support the delivery of stellar client service across the whole firm
  • To have the client perspective at the heart of all we do, to bring the voice of the client alive within the firm and to look at what we deliver through the eyes of the client
  • To deliver joined up, easy to use services alongside lawyers and other business services teams

The person fulfilling this position and joing the team will be a role model for stellar service delivery demonstrating a collaborative working style within the team, with partners and their legal teams and with fellow business services professionals.

Role overview

This role has the potential to offer line management responsibility of a Client Services Administrator.

This role will suit someone who is client centric and is a role model for the stellar client experience the firm strives to be known for. This role has access to both internal and external clients - you'll be someone who anticipates Client and Client Relationship partners needs, to be able to give the client the best experience possible, every time you interact with them.

Some of the main responsibilities of this role include:

  • Onboarding - coordination of contracts, rate sets, service delivery tips and guidance, intranet page updates
  • Client knowledge - updating intranet pages, news, blogs, ensuring accuracte information is vailable to matter teams
  • Value adds - setting up helplines, regular finacial reporting, client learning programmes and preparing value add reporting
  • Secondments - coordination of secondment process
  • Due dilgence - coordinating reposnse to client requests .
  • Audits - Providing support in the practical coordination of client audits
  • Researching - information for ad hoc client requests
  • Relationship meetings - briefing packs, agendas and meeting notes

  • Organisational admin support in collating and storing feedback
  • Updating our client listening logs and tracking tools
  • Feedback gathering coordination (eg diarising, writing up notes)

  • Working with the Head of Client Services to support our CX stars campaign
  • Collating and storing CX feedback
  • Updating our CX journey framework

Position requirements

  • A client-centric mindset, a role model for exceptional client service
  • Effective time management, proven ability to meet competing demands and deadlines
  • Extremely high level of confidentiality and integrity
  • Organised, with excellent record-keeping and administrative skills
  • Experience of complex stakeholder management in a partnership environment
  • Reliable and flexible 'can do' attitude and thorough approach to work with the tenacity and strong execution skills to follow tasks/projects through to completion and/or positive resolution
  • Exceptional attention to detail
  • Excellent and effective communication skills (both oral and written) - able to adapt to different situations
  • Able to manage multiple workstreams whilst remaining organised and continually prioritising/reprioritising
  • Good interpersonal skills and confidence in dealing with junior and senior colleagues, stakeholders and clients
  • Energetic team player
  • Strong in MS Office suite, particularly Outlook, PowerPoint, Word and Excel
  • Experience of interacting with, and providing work product to, internal senior stakeholders and external clients