The Internal Client Services (ICS) team aims to deliver excellent secretarial, administrative, and facility support services across the Firm, which in turn underpins the service we are able to give to our clients.
Vicki Napolitano, Director of ICS, leads the team, and managing the secretarial team is Claire Phillips, Head of ICS. The structure is then made up of Client Services Leads, Client Services Personal Assistants (CSPAs), Client Document Specialists (CDS), and Client Services Administrators (CSA).
The Client Services Personal Assistant’s focus will be to identify the best approach and methodology to provide exceptional service levels to Partners, Fee Earners, and their clients.
Roles and Responsibilities
* Project Co-ordination: distribute and co-ordinate 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 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, 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.
* 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, and liaise with the Client Service Lead over planned absences.
* 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, and assist the billing and credit control processes.
* Administrative: participate in distribution of work and monitor progress of work allocated to Client Service Administrators, monitor and track all tasks and prioritize accordingly, diary management and coordination, take responsibility for room booking and meeting coordination, ensure travel bookings are completed, and arrange for the photocopying, scanning, printing, and filing to be carried out by the team.
* Other duties and responsibilities: assisting other members of the team, provide cover for the Client Document Specialists as necessary, 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, and comply with all relevant legal and regulatory obligations.
Person Specification
A Client Services Personal Assistant 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.
* 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 solutions-focused working methods.
* Demonstrate the ability to use initiative and develop solutions to ensure a good service is provided at all times.
* Excellent verbal and written communication skills.
* Solid Customer Service centric experience and work ethic.
* Proactive Team Player.
* Organised.
* Good interpersonal details with the ability to adapt style and approach.
* Attention to detail and accuracy.
Competencies
* Working together.
* Integrity and respect.
* Inclusive.
* Personal impact and growth.
* Driving high standards.
* Commercial mindset.
* Client-centric.
* Responsible Business.
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