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

Freshfields Bruckhaus Deringer LLP

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

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 Operations Practice Manager (OPM), 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 OPM 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.

Function overview

The assistant service in London delivers administrative business support to the firm, provided by Admin Assistants and Personal Assistants from within the Assistant Centre, and by Executive Assistants directly supporting assigned senior level stakeholders.

Our service supports stakeholders in the delivery of exceptional services to our global clients and offices in a manner that is effective and efficient.

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 OPM.
Provide handson technical support and assistance with administrative tasks when required and capacity allows.

Supervisory

Ensure timely people/team updates to OPM
Assist the OPM 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 OPM (using workflow tools) to identify key trends and scale resource accordingly.
Work with others in the ARC team and OPMs to evolve processes as AC matures and develop and share best practice and procedures.
Attend regular meetings with the other ARCs, AC assistants and OPM to maintain a high quality and consistent service from all teams.
Work alongside the OPM 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, Alevel 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.
Strong supervisory and people management experience
Team player.
Strong communication skills.
Methodical approach with high level of attention to detail.
Resilient and open to change, showing a willingness to learn and confidence to make suggestions for change where appropriate.
Positive and willing to take ownership of a broad range of tasks, finding innovative solutions when needed.
Can do approach, flexible with time and willing to assist o