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Job Title
Client Services Executive
Position
Full Time
Role
Business Services
Location
London
Practice Area/Department
Client Services
Description
The Client Services team
Our operating principles 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
In delivering support to legal teamswe strive to deliver a stellar
service ourselves by which we mean providing support that is in
enhancing clients' experiences of working with the firm; uncomplicated
to use; and seamlessly joined up with the support offered by fellow
business services teams.
Like all RPC teams, the Client Services function operates within an
open, flexible and friendly work environment.
The Director of Client Services sits on our operations board. Working
collaboratively with two of our strategic lead partners, she is the
business services lead for our client strategic priority activities,
reporting to our partnership executive board.
The person fulfilling this position and joining 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
A full-time position as an integral part of Client Services team. The
purpose of the role is to take a leading role on providing Client
Relationship Support to our Client Relationship Partners and ourclients.
This role will suit someone who is client centric and is a role model
for the stellar client experience we strive to be known for at RPC.
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
RPC interacts with them.
Key responsibilities
A typical, but non-exhaustive, list of responsibilities includes:
Client Relationship Support
Liaising with External Clients, Client Relationship Partners, legal
teams and other business services teams on the operational aspects of
our service delivery to clients:
Onboarding - coordination of contracts, rate sets, service
delivery tips and guidance, intranet page updates
Client knowledge - updating intranet pages, news, blogs, ensuring
accurate information is available to matter teams
Value adds - setting up helplines, regular financial reporting,
client learning programmes and preparing value add reporting
Secondments - coordination of secondment process
Due diligence - coordinating response 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
Working collaboratively alongside the Client Services team to
assist with the coordination of the above mentioned tasks to ensure
we are providing a first class service with a proactive approach
Collating feedback from clients across the spectrum of our Client
Services workstreams and liaising with the Client Listening team
The role will require you to work effectively with Legal Teams and
other Business Services Departments - always being collaborative and
using tact and diplomacy and developing a network across RPC,
external clients and other contacts
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
Adaptability to be able to respond and deliver as the role evolves
Standard hours
Monday - Friday, 09.30- 17.30 with flexibility to start early or
finish late if required.