Assistant Centre Resource Coordinator - London, United Kingdom - Freshfields Bruckhaus Deringer LLP

Freshfields Bruckhaus Deringer LLP
Freshfields Bruckhaus Deringer LLP
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Role summary/purpose of job


The Assistant Centre (AC) for London provides support with a range of administrative tasks to the London office, using processes and procedures to ensure consistent and high-quality work.

The AC Resource Coordinator (ARC) role supports AC by triaging and allocating all inbound requests, scoping tasks and liaising with stakeholders to manage expectations and negotiate deadlines.

The ARC will form a small team that are responsible for the day-to-day operation of AC including managing capacity against demand whilst delivering to tight deadlines.


Reporting to the Practice Group Manager (PGM), the role requires the ability to deliver excellent client service via strong interpersonal skills/influencing skills and a high level of technical and business understanding.

The role includes people supervisory responsibility and is required to assist the PGM with people management processes.


The AC core operating hours are 9.30am - 5.30pm, with extension from 8.00am - 8.00pm, Monday to Friday, and opportunity to increase agile working.


As a member of the ARC team your role will be the first point of contact for stakeholders requesting work to be carried out by the AC team.


Location overview:
London

Our London office is at the heart of our global network, in one of the most exciting world cities.

London is arguably the world's greatest financial centre:
all of the world's leading financial institutions have a significant presence here. It's home to the headquarters of more than 100 of Europe's largest companies.

Our London team has a reputation that's second to none. They're the team the world's leading businesses turn to for help with their most challenging problems. They work with colleagues around the world on complex, cross-border deals and disputes.

Whether you join as a lawyer, a recent graduate or in a business services role, London is a great place to work.


You will have the opportunity to work on challenging, engaging work that will give you the opportunity to make your mark and progress your career.

We believe there is no better place to work.

Key responsibilities and deliverables


Work allocation- Schedule, scope and assign resource for tasks by using available data via Service Now and a thorough knowledge of individual skills within the team to ensure client requirements are met and a quality service is delivered in a timely manner.- Liaise with stakeholders as necessary to ascertain key deliverables and scope requests.- Ensure that all project risk is captured, tracked and mitigation plans are in place when assigning resource.- Assist clients with ad hoc requests such as: allocating resource for long term projects; support outside core hours of operation; bespoke projects falling outside the standard service catalogue and how these can be taken forward, sending follow up queries as needed.- Adopt a client orientated approach, ensuring excellent client experience at all times and identifying opportunities for AC to add value wherever possible. Be a point of escalation for the team, making judgment calls and resolving or escalating issues as appropriate to the PGM.- Provide hands-on technical support and assistance with administrative tasks when required and capacity allows.

Supervisory- Ensure timely people/team updates to PGM- Assist the PGM with people management processes- Monitor individual performance and contribute to the appraisal processes


Support continuous service improvement- Responsibility for producing management information and providing monthly dashboard to PGM (using workflow tools) to identify key trends and scale resource accordingly.- Work with others in the ARC team and PGMs to evolve processes as AC matures and develop and share best practice and procedures.- Attend regular meetings with the other ARCs, AC assistants and PGM to maintain a high quality and consistent service from all teams.- Work alongside the PGM to identify opportunities to enhance the efficiency of delivery of the service to all stakeholders.- Establish robust quality control processes and protocols to maintain client service aspirations are utilised across AC.- Seek feedback regarding client satisfaction and quality of work.- Identify opportunities to coach and develop AC team to improve skill set and assist with career progression.


Key requirements- Strong academic background, A-level or above, and equivalent professional experience.- Excellent Microsoft Office skills including Word, PowerPoint and Excel.- Experience of working in a support role, preferably within the legal sector.- Experience of or keen interest in learning how to allocate work to a large team using work allocation software.- An understanding of process mapping and Management Information data reporting preferred.- Organised, able to plan and prioritise effectively to meet changeable and demanding deadlines.- Confident and professional manner: approachable and able to interact at all levels.

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