Responsibilities:
Customer Service:
1. Act as a first point of contact for inbound operational queries from Clients and Axiom Legal Talent, providing timely and professional responses, in line with standard guidance, policies, and established processes
2. Manage and triage incoming requests, ensuring queries are resolved efficiently or routed to the appropriate team
3. Deliver a consistent, high-quality service experience across all interactions
Engagement Set-up:
4. Ensure engagements are compliant and set-up for success from Day 1
5. Ensure all required contracts, documentation, and information are accurately collected, validated, and recorded in internal systems
6. Flag discrepancies or missing information and coordinate with relevant teams to resolve issues
7. Ensure all requirements are in place to enable timely and accurate billing, including liaising with Sales and Clients to confirm billing details and vendor setup
8. Partner with key stakeholders to implement mid-engagement change requests successfully and in line with process
Onboarding:
9. Manage client-specific onboarding requirements to enable Axiom Talent to start engagements on time
10. Liaise with Sales, Talent Operations, and other internal teams to coordinate onboarding activities
11. Manage onboarding processes involving third-party procurement providers
12. Ensure all onboarding requirements are completed accurately and in compliance with internal standards
13. Coordinate with Solutions, IT, and other functions to ensure Day 1 readiness
14. Manage requests for Axiom-issued equipment (e.g. laptops), including provisioning and return at the end of engagements
Vendor Management and Client Audits:
15. Support completion of third-party risk management (TPRM) questionnaires and ongoing reassessments, coordinating with Legal, Compliance, Finance, and other stakeholders as required
16. Assist with client audit requests, ensuring timely, accurate, and well-documented responses
Requirements:
17. 1-3+ years of experience in a similar role (e.g. business operations, operational support, administration, customer service, client onboarding, account management) ideally within a professional services firm or service delivery center
18. Strong organisational and time management skills
19. Excellent attention to detail and high level of accuracy
20. Ability to manage multiple tasks and prioritise effectively
21. Strong communication skills, particularly in responding to queries clearly and efficiently
22. Experience with the full Microsoft Office suite
23. Legally eligible to work in the country in which the position is located
24. Minimum 3 days/week in-office
25. Note – Occasional working on public holidays will be required, for which time off in lieu will be given.