Client Services Executive Lead

at  Charles Russell Speechlys

In addition to the daily operational responsibilities, the role of a Lead is also charged with proactively managing the delivery of professional and efficient internal client support services to Partners, fee earners and clients. The Lead will be responsible for the performance management and quality of output of their direct team and will develop relationships and work with Partners and fee earners in order to ensure the successful management and administration of practice areas within the Firm’s respective practice groups.
In addition to standard Client Services duties, the Lead is responsible for ensuring the provision of first class administrative services to Partners and fee earners, ensuring that teams work cohesively and collectively for the good of the external and internal clients. The Lead will also be tasked with advancing the levels of service provided by their team and will act as a ‘coach’ to assist in the development of team members by identifying opportunities to develop and succeed in their respective roles.
The Lead is required to motivate, advise, give feedback, be supportive and provide strategic direction. We estimate that the split of operational against management responsibilities will be 50:50.
This role will report to the Head of Internal Client Services.
Roles and Responsibilities
In addition to the tasks and responsibilities of the operational role, the Lead will be responsible for:

Management

• Ensure appropriate supervision of direct team with a focus on service delivery and excellence.
• Direct and effective management, communication, client engagement and administration of all staff for whom responsible.
• Manage resourcing levels to ensure most effective use of the team.
• Ensure absence and timekeeping is managed effectively.
• Monitor the team’s performance to ensure competency levels are met and new skills acquired.
• Participate in staff one to one meetings to seek feedback, set objectives and ensure service levels are being met.
• Participate in annual performance appraisals for staff within direct area of responsibility.
• Participate in interviews for new staff.
• Ensure adequate cover within team at all times both in relation to working from home and in-office presence.
• Completion of in-house log of jobs undertaken, to ensure an accurate record of work completed by the inhouse department is kept.
• Compilation of monthly statistics recording the productivity levels of the in-house team.
• Production and maintenance of rolling monthly overtime rota and authorisation of overtime and expenses.

Communication and training

• Work closely and collaboratively with other Leads in the team to ensure cross practice working for cover and service delivery.
• Work closely with CDE London to ensure workflow is managed efficiently and communication is clear.
• Participate in the induction of new staff joining the group, together with Human Resources and Trainers.
• Run team meetings on a regular basis, prepare agenda, ensure minutes are taken and distributed.
• Communicate management messages accurately and positively in support of the Firms values and policies.
• Work closely with Business Resource teams where appropriate.
• Undertake other duties as assigned by the Head of Internal Client Services.
• Compilation of a training record and monitoring team’s training needs/identifying training issues.

Administration

• Approve, track and monitor attendance.
• Liaise on cover requirements and record appropriately.
• Manage team administration processes.
• Provide data and information to relevant Business Resource teams on moves and changes.
• Manage stationery stock levels.

General

• Comply with all relevant legal and regulatory obligations including the Solicitors Regulation Authority (SRA) Standards and Regulations, and Principles.

Person specification

• Demonstrate solutions-focused working methods
• Excellent verbal and written communications skills
• Solid customer service centric experience and work ethic
• Good interpersonal skills with the ability to adapt style and approach
• Demonstrate the ability to use initiative and develop solutions to ensure a good service is provided at all times
• Excellent people management experience and style
• Excellent performance management style
• Ability to lead by example
• Experience of building and maintaining internal and external client relationships
• Versatile and proactive approach with ‘can do’ attitude
• Organised, able to prioritise and work to tight deadlines
• Resilient with an ability to work well under pressure

Competencies

• Working together
• Integrity and respect
• Inclusive
• Personal impact and growth
• Driving high standards
• Commercial mindset
• Client - centric
• Responsible Business

Please refer the Job description for details