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Job type:
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Job Title

Client Services Lead

Position

Full Time - Permanent

Role

Business Services

Location

London

Practice Area/Department

Client Services

Description

Role Overview

This is a senior level role working with the Director of Client
Services in managing and building out the services delivered to the
firm and its clients by the Client Services team.

The Client Services team, and this role within the team, are seen as
central to the practical execution of the firm's strategic ambition to
be recognised as THE firm for the delivery of outstanding
client service.

This role will be of interest to lawyers looking to pursue a new
career path away from fee earning whilst remaining within the legal
sector; and/or business and client development professionals looking
to focus on the client experience and service delivery aspects of
client relationship management and support.

The role offers senior management responsibility and the opportunity
to design and implement the evolution of existing business support
services and the introduction of new services:

* Operational management responsibility for the Client Services team
(currently eight strong) business as usual functions.

* Client Experience: listening and value adds

* Client Support: secondments, contract review, onboarding and
operational reviews (entities, rates, due diligence), MI

* Quality Assurance: Client audits, Service Level Reviews, KPI
analysis, Data health

* Designing the evolution and implementation of, and running, the
firm's Voice of the Client (VoC) programme:

*
What: A
cohesive programme covering client relationship listening and
service delivery feedback. Aligned to our strategy. Recognising
the importance of the feedback gathered by our people as much as
a formal programme of external interviewing

*
Why: Provide
insight and support partners in identifying client needs, new
opportunities (in conjunction with BD colleagues) and the way in
which clients want services delivered. Ensure the voice of
clients is shared across the business to inform

requirements and priorities

*
How: Evolve a
structure that combines feedback gathered by RPC people in a
consistent way with targeted external interviewing. Work with
our Sector/Practice Client Lead Partners, UK and Asia Business
Development teams to set the focus for each wave of external
listening. Lead the process to ensure feedback is disseminated,
analysed and actionstracked

* Lead the use of client experience mapping techniques within the
firm to identify key touch points and areas for
improvement/innovation.

*
What: Introduce
client experience mapping of the end to end client journey
across legal and business services teams.

*
Why: A
reputation for service excellence is hard won and easily lost.
Support Partners and business services departments (BSDs) in
tracking clients’ experiences of interacting and working with us
to ensure each touchpoint gives as good an experience as
possible, and that areas for improvement and innovation are
identified and acted upon.

*
How: Create a
map in consultation with Partners, Sector/Practice Client Leads,
Employee forums and BSDs identifying key touchpoints and areas
for improvement/innovation. Report findings to senior
leadership. Track progress against agreed initiatives and actions.

* Designing, leading implementation of, and then running, the firm's
Client Service Insight and Learning track including delivering
learning to legal teams and business services teams where relevant.

*
What: Establish
a distinct insight and learning track focussing on service
delivery and client experience.

*
Why: To ensure
we share and build upon the significant insight we have within
the firm on what makes great client service and to bring in and
learn from outside expertise and insights.

*
How: Consult
with Employee Forums, Knowledge, Learning and BD teams to
establish a varied insight and learning track. Mix internal
materials – stories, videos and learning sessions – coupled with
external content from client service experts in professional services and other sectors

*
Alongside the Director of Client Services and
Head of Business Development, define and implement an operational
Client Relationship support framework to assist Client Relationship Partners

*

*
What: Define
the evolution of our operational framework to help and support
Key Client Lead Partners within each of our strategic pillars
with access to defined, joined -up and easy to use business
services support to assist in supporting their client
development plans and the delivery of great client service and experiences.

*
Why: Client
Lead Partners need easy access to effective business services
help and support to assist them in driving the maintenance and
growth of the firm’s key clients.

*
How: Working
with Pillar Client Lead Partners, the BD team in UK and Asia,
Head of Knowledge and other BSDs to listen to and capture
insight as to the requirement role definition, processes and
resource to provide ease of access to joined up business support
for key clients.

* Provide input, insight and support in the design and development
of the quality assurance services offered to the business by the
Client Services team.

* Proactively act as an ambassador for the firm in client events and meetings.

* Represent the Client Services team at board level in the absence
of the Director of Client Services.

Client Services Team

The team's strategic focus is working alongside legal teams with the
aim of the firm becoming – and being known as – the premier law firm
for service excellence. The team delivers its services from a client
centred perspective. By that we mean putting the client at the heart
of everything we do, seeking to look at the firm's service delivery,
and the experiences it offers its clients, through the eyes of the client.

In delivering support to legal teams the Client Services team strives
to deliver stellar service itself, by which we mean the support
provided must be: effective in enhancing clients' experiences of
working with the firm; uncomplicated to use; and seamless with the
support offered by fellow business services teams.

As part of the leadership of the Client Services team, the person
fulfilling this new role will be a role model for the team's stellar
service delivery and demonstrate a collegiate, collaborative working
style with both legal and fellow business services teams.

The successful candidate

Experience

The successful candidate will have solid experience of client service
delivery gained at a senior level within a major professional services
firm – preferably within the legal sector. They will have a strong
track record as a frontline lawyer/fee earner; and/or as a member of a
business or client development team with direct client contact.

Experience in client relationship management, client journey mapping
and client listening programmes will be an advantage but are not prerequisites.

Proven experience in team management, developing and motivating
others and working across teams is important.

Qualities and skills

First and fore most the person taking up this role must have a
passion for delivering stellar client service and the ability always
to see things from the client perspective. Energy, enthusiasm and an
ability to inspire will be clearly evident in the successful candidate.

They will be professional, credible, impactful and ambitious. We are
looking to work with an individual committed to developing a depth of
knowledge to be recognised as expert in the 'science' of the delivery
of outstanding client experiences.

The role is at the heart of evolving existing, and promoting new,
services and concepts and therefore great interpersonal skills with an
ability to interact with, and influence, individuals at all levels
across the business are vital.

This will be a busy and varied role. The successful candidate will be
proactive and have well-honed project management, process development
and organisation skills to be adept at coordinating many projects
simultaneously, stakeholder management and task completion

The successful candidate will be flexible – in approach
to working hours, tasks undertaken and priority management and will
not take themselves too seriously
Job Title

Client Services Lead

Position

Full Time - Permanent

Role

Business Services

Location

London

Practice Area/Department

Client Services

Description

Role Overview

This is a senior level role working with the Director of Client
Services in managing and building out the services delivered to the
firm and its clients by the Client Services team.

The Client Services team, and this role within the team, are seen as
central to the practical execution of the firm's strategic ambition to
be recognised as THE firm for the delivery of outstanding
client service.

This role will be of interest to lawyers looking to pursue a new
career path away from fee earning whilst remaining within the legal
sector; and/or business and client development professionals looking
to focus on the client experience and service delivery aspects of
client relationship management and support.

The role offers senior management responsibility and the opportunity
to design and implement the evolution of existing business support
services and the introduction of new services:

* Operational management responsibility for the Client Services team
(currently eight strong) business as usual functions.

* Client Experience: listening and value adds

* Client Support: secondments, contract review, onboarding and
operational reviews (entities, rates, due diligence), MI

* Quality Assurance: Client audits, Service Level Reviews, KPI
analysis, Data health

* Designing the evolution and implementation of, and running, the
firm's Voice of the Client (VoC) programme:

*
What: A
cohesive programme covering client relationship listening and
service delivery feedback. Aligned to our strategy. Recognising
the importance of the feedback gathered by our people as much as
a formal programme of external interviewing

*
Why: Provide
insight and support partners in identifying client needs, new
opportunities (in conjunction with BD colleagues) and the way in
which clients want services delivered. Ensure the voice of
clients is shared across the business to inform

requirements and priorities

*
How: Evolve a
structure that combines feedback gathered by RPC people in a
consistent way with targeted external interviewing. Work with
our Sector/Practice Client Lead Partners, UK and Asia Business
Development teams to set the focus for each wave of external
listening. Lead the process to ensure feedback is disseminated,
analysed and actionstracked

* Lead the use of client experience mapping techniques within the
firm to identify key touch points and areas for
improvement/innovation.

*
What: Introduce
client experience mapping of the end to end client journey
across legal and business services teams.

*
Why: A
reputation for service excellence is hard won and easily lost.
Support Partners and business services departments (BSDs) in
tracking clients’ experiences of interacting and working with us
to ensure each touchpoint gives as good an experience as
possible, and that areas for improvement and innovation are
identified and acted upon.

*
How: Create a
map in consultation with Partners, Sector/Practice Client Leads,
Employee forums and BSDs identifying key touchpoints and areas
for improvement/innovation. Report findings to senior
leadership. Track progress against agreed initiatives and actions.

* Designing, leading implementation of, and then running, the firm's
Client Service Insight and Learning track including delivering
learning to legal teams and business services teams where relevant.

*
What: Establish
a distinct insight and learning track focussing on service
delivery and client experience.

*
Why: To ensure
we share and build upon the significant insight we have within
the firm on what makes great client service and to bring in and
learn from outside expertise and insights.

*
How: Consult
with Employee Forums, Knowledge, Learning and BD teams to
establish a varied insight and learning track. Mix internal
materials – stories, videos and learning sessions – coupled with
external content from client service experts in professional services and other sectors

*
Alongside the Director of Client Services and
Head of Business Development, define and implement an operational
Client Relationship support framework to assist Client Relationship Partners

*

*
What: Define
the evolution of our operational framework to help and support
Key Client Lead Partners within each of our strategic pillars
with access to defined, joined -up and easy to use business
services support to assist in supporting their client
development plans and the delivery of great client service and experiences.

*
Why: Client
Lead Partners need easy access to effective business services
help and support to assist them in driving the maintenance and
growth of the firm’s key clients.

*
How: Working
with Pillar Client Lead Partners, the BD team in UK and Asia,
Head of Knowledge and other BSDs to listen to and capture
insight as to the requirement role definition, processes and
resource to provide ease of access to joined up business support
for key clients.

* Provide input, insight and support in the design and development
of the quality assurance services offered to the business by the
Client Services team.

* Proactively act as an ambassador for the firm in client events and meetings.

* Represent the Client Services team at board level in the absence
of the Director of Client Services.

Client Services Team

The team's strategic focus is working alongside legal teams with the
aim of the firm becoming – and being known as – the premier law firm
for service excellence. The team delivers its services from a client
centred perspective. By that we mean putting the client at the heart
of everything we do, seeking to look at the firm's service delivery,
and the experiences it offers its clients, through the eyes of the client.

In delivering support to legal teams the Client Services team strives
to deliver stellar service itself, by which we mean the support
provided must be: effective in enhancing clients' experiences of
working with the firm; uncomplicated to use; and seamless with the
support offered by fellow business services teams.

As part of the leadership of the Client Services team, the person
fulfilling this new role will be a role model for the team's stellar
service delivery and demonstrate a collegiate, collaborative working
style with both legal and fellow business services teams.

The successful candidate

Experience

The successful candidate will have solid experience of client service
delivery gained at a senior level within a major professional services
firm – preferably within the legal sector. They will have a strong
track record as a frontline lawyer/fee earner; and/or as a member of a
business or client development team with direct client contact.

Experience in client relationship management, client journey mapping
and client listening programmes will be an advantage but are not prerequisites.

Proven experience in team management, developing and motivating
others and working across teams is important.

Qualities and skills

First and fore most the person taking up this role must have a
passion for delivering stellar client service and the ability always
to see things from the client perspective. Energy, enthusiasm and an
ability to inspire will be clearly evident in the successful candidate.

They will be professional, credible, impactful and ambitious. We are
looking to work with an individual committed to developing a depth of
knowledge to be recognised as expert in the 'science' of the delivery
of outstanding client experiences.

The role is at the heart of evolving existing, and promoting new,
services and concepts and therefore great interpersonal skills with an
ability to interact with, and influence, individuals at all levels
across the business are vital.

This will be a busy and varied role. The successful candidate will be
proactive and have well-honed project management, process development
and organisation skills to be adept at coordinating many projects
simultaneously, stakeholder management and task completion

The successful candidate will be flexible – in approach
to working hours, tasks undertaken and priority management and will
not take themselves too seriously
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