Client Services Executive - Cheltenham, United Kingdom - Charles Russell Speechlys

Charles Russell Speechlys

Verified Company

Cheltenham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Client Service Executive's focus will be to identify the best approach and methodology to provide exceptional service levels to Partners, Fee Earners and their clients.

To achieve this, the Client Services Executive will need to take an active interest in and obtain a thorough understanding of all aspects of client requirements.

Role and Responsibilities (this is a broad but not exhaustive list)
Project Co-ordination

Distribute and coordinate appropriate support for specific client projects
Set up processes for client matters through liaison with Partners, Fee Earners and client contacts
Support Partners, Fee Earners and the Business Development and Marketing Teams with preparation of pitches, presentations and events and with other projects and tasks
Identify and act upon process improvements across the team to enhance both internal and external client services

Client Relationship Management

Ensure that all client related correspondence is received by the appropriate Partner or Fee Earner
Take an active role in relationship management and client care
Enter and ensure accuracy of client information on the Client Relationship Management system, currently InterAction
Communicate with external clients both independently and upon instructions from Partners and Fee Earners
Arrange client meetings and ensure efficient responses to written and verbal client queries
Check to ensure clients terms of business in place as soon as file opened and to follow up with Fee Earners accordingly

Communication

Take internal and external telephone queries, responding as appropriate and ensure that all messages are passed on in a timely manner
Liaise with relevant Business Resource teams on behalf of Partners and Fee Earners
Liaise with the Client Service Lead over planned absences, arranging cover as necessary and communicating this to the relevant Partners and Fee Earners

Financial

Assist Partners and Fee Earners in ensuring time recording is up to date and captured in a timely manner
Liaise with the appropriate Finance team in relation to invoices, expenses, client billing and accounts
Process invoices and expenses on the online system, currently Chrome
Assist the billing and credit control processes and liaise with the Finance team in relation to these to ensure a consistent and efficient approach
Produce standard financial and time reports through the system

Administrative

Participate in distribution of work and monitor progress of work allocated to Client Service Administrators to ensure tasks are completed in a timely manner
Monitor and track all tasks and prioritise accordingly
Diary management and coordination to ensure Partners and Fee Earners receive regular updates on meeting arrangements
Take responsibility for room booking and meeting coordination, including confirmation of attendees, arranging relevant technology, refreshments, and catering
Ensure travel bookings are completed and that relevant information is submitted and communicated in advance
Arrange for the photocopying, scanning, printing and filing to be carried out by the team
Arrange for files to be opened, closed and maintained
Supervise Client Services Administrators' record keeping and general filing tasks
Use effective systems to ensure both short and long term tasks are completed within required timescales

Other duties and responsibilities

Assisting other members of the team, both proactively and at the request of the Client Services Lead
Provide cover for the Client Document Executives as necessary (for example during periods of heavy workloads, holiday or sickness periods)
Short dictations and basic amendments and document updates
Conflict searches, file opening and risk assessment forms
Drafting letters of engagement
Updating and maintaining integrity of information held in Outlook, InterAction and 3E
Minor document production amendments and assistance
Working effectively with other legal and Business Resource teams as required
Any other duties as reasonably requested by Partners, Fee Earners, Client Services Leads or the Internal Client Services Manager

Person specification

A Client Services Executive has responsibility to ensure that their skill set is up to date and they are familiar with our Firm's Teams, key individuals, clients, internal systems and procedures.

This will ensure that the Client Services Executive is able to carry out the role effectively and where appropriate, discuss any training requirements with the Client Services Lead.

In addition to this:

Accurate typing speed of at least 60 words per minute
Advanced knowledge and experience of using Software including all Microsoft Office packages
Experience of using Practice Management systems
Demonstrate solutionsfocused working methods
Demonstrate the ability to use initiative and develop solutions to ensure a good service is provided at all times

Competencies