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