This is a role within our Brand, Clients & Markets Department
and, more specifically our Client Services team. The role offers the
opportunity to play a key part in delivering our Client Listening Framework.
Our Client Listening Framework is tailored to RPC, built upon best
market practice, and provides meaningful insights to the partnership
to help achieve our business goals.
The role reports to our Client Listening Manager. It involve
significant interaction with senior stakeholders in our business
including our Head of Client Services, Director of Client Relationship
Services and Heads of Business & Client Development and our Client
Relationship Partners and Client Relationship teams. It will also,
where appropriate, involve interaction with our clients.
The person fulfilling this role will work across the Brand, Clients
& Markets Department collaborating closely with client and
business development colleagues who support the firms' key account
programmes, sector-focussed BD activities and colleagues within
multiple other business services departments.
Client Listening
Our Client Listening Framework is designed to embed a firmwide ethos
of proactively seeking out client intelligence through informal and
formal listening channels. We are focussed on ensuring the 'Voice of
the Client' is brought alive within our business to help:
inform our strategic decisions.
identify new opportunities.
establish and deepen client relationships; and
deliver brilliant client service and experiences.
Our framework seeks to capture client requirements, sentiment, and
feedback; analyse communicate, and report on the intelligence
gathered; and facilitate and track consequent actions and initiatives.
Your team
Like all RPC teams, the Client Services Team operates within an open,
flexible, and friendly work environment.
The team are central to the practical execution of the firm's
strategic ambition to be recognised as the firm for the
delivery of brilliant service and outstanding client expereinces. The
team delivers its services from a client-centred perspective. By that
we mean putting the client at the heart of everything we do. We look
at the firm's service delivery, and the experiences it offers its
clients, through the eyes of the client.
In delivering support to our legal teams the Client Services Team
strives to deliver stellar service itself, by providing support that
is: effective in enhancing clients' experiences of working with the
firm; uncomplicated for our legal teams to use; and seamless with
fellow business services teams.
The person fulfilling this new role will be a role model for the
team's brilliant service delivery and demonstrate a collegiate,
collaborative working style.
The Director of Client Relationship 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. Our
Client Listening Framework is a key workstream within our clients
strategic priority.
Responsibilities are
likely to include:
Client listening
Work primarily with the Client Listening Manager (in consultation
with Head of Client Services), to manage the effective day-to-day
operations of the Client Listening Framework.
Helps champion the firm's overall client service approach to gain
continuous formal and informal feedback from clients.
Supporting the day to day running of multiple client listening
initiatives, (e.g., pitch feedback, client relationship reviews,
matter feedback) working with key internal stakeholders (partners,
business services teams, client development etc) to identify clients
for interview /feedback and producing first drafts of listening reports.
Ownership of a variety of small projects at any one time that feed
into the overall success of the Client Listening Framework.
Calendar management of listening scheduling and ensuring internal
stakeholders have all documents needed ahead of a listening
opportunity e.g. research reports, question sets, templates/previous
feedback reports.
Working with our client listening technology (based on Qualtrics)
to include (but not limited to); day-to-day management of the system
ensuring all information/templates are up to date, development and
creation of online surveys, extracting and first draft of
interpreting data with the ability to continuously identify key
insights/themes for the business.
Day-to-day management of external providers including client
listening software provider(s), as appropriate.
Development and management of templates and tools for internal stakeholders.
Ensure internal databases are updated with all types of clients
listening information, and actions as a result and client meetings
are followed up/tracked in a timely manner.
Build an extensive internal network (e.g., Partners/director's,
PAs, Business Development) and can confidently address queries from
internal stakeholders.
Supports with internal communication plans to broaden awareness of
client listening/client experience initiatives, share success
stories, and demonstrate the value of the insights.
