Client Services Executive - London, United Kingdom - Reynolds Porter Chamberlain

Reynolds Porter Chamberlain

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

ROLE OVERVIEW

The 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 teams we 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 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.

The role
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 our clients.

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 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

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.

Client Listening initiatives

Liaising with Client Relationship Partners, BD and/or external providers

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

Client Experience initiatives

Liaising with other Business Services teams including Directors, Client Relationship Partners and legal teams

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

Knowledge, skills and experience

A clientcentric 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 recordkeeping 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