Client Services Executive (Front of House)

CMS; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading firm is seeking a full-time Client Services Executive for its London office. This role is essential in creating a welcoming environment for clients and visitors, ensuring the highest levels of customer care and operational excellence in supporting events and meetings. The ideal candidate will have a strong background in customer service and excellent communication skills, complemented by a flexible, organized approach to various demands.

Benefits

Competitive salary reviewed annually

Flexible hybrid working policy

Generous bonus scheme

25 days holiday, rising to 28 with service

Private medical insurance

Enhanced parental leave

Qualifications

• Proven customer service experience in a corporate environment.
• IT literate, including knowledge of Microsoft Office.
• Excellent verbal communication and problem-solving skills.

Responsibilities

• Meet and greet visitors with a five-star welcome.
• Manage room bookings and provide AV support.
• Handle complaints and queries professionally.

Skills

Customer service

Communication

Organizational skills

Education

General education including Math and English

Tools

Microsoft Office

AV systems

Job description

CMS is looking for a full time Client Services Executive to join our London team.

About us

CMS is a Future Facing firm with more than 80 offices in over 45 countries and 5,800+ lawyers worldwide. We combine deep local market understanding with a global perspective. We are passionate about building strong relationships with our clients, our people, and the communities we work in.

We take a bold, dynamic, and agile approach to ensure our clients are able to face the future with confidence. We are driven by emerging technologies such as generative AI and readily embrace the possibilities it opens up for developing new and better ways of working. Our aim is to inspire, impact and support our clients and our people, helping them to maximize their potential and thrive.

About the role

Reporting to the Senior Client & Hospitality Services Manager, you will be the first person a visitor or client meets or speaks to on the telephone/ in person. Your primary value, as the face of CMS, will be to make that all important first impression by demonstrating a high level of customer care and professionalism. Utilizing all support available in the role you will co-ordinate all client requests, manage meeting room bookings and AV support to provide high quality services and deliver operational excellence for the Client Floor at our office in Cannon Street. In addition, you will provide support for room set ups, moves & changes
Need to Do

• Meet and greet visitors, occupiers and clients by providing a five-star welcome
• Provide and offer refreshments in the main reception areas to all guests waiting
• Signing in visitors in accordance with security procedures and processes
• Manage room bookings as applicable using the various systems
• To provide support and AV assistance ( manage the online video calls etc)
• Setting up conference room equipment as required, to include Laptops, Screens, projectors, conference phones, video conferences, Lync Pods, Hubs, ADSL lines,
• As required set up conference room facilities, to include opening and closing of Partitions, whiteboards, room set ups (Cabaret/Theatre/Boardroom/Classroom styles)
• To announce visitors as appropriate in line with the process and policies
• To assist visitors and occupiers with queries in a friendly, knowledgeable, and professional manner
• To adhere to the site’s security procedures and regulations.
• Answer the telephones from customers and occupiers in a friendly, timely and professional manner, using the guests’ name as appropriate during conversation
• Always offer additional assistance as and when required and maintain excellent customer care and front of house standards
• To deal with complaints or queries in a calm and professional manner and escalate when necessary
• Report any maintenance issues in all client areas
• Keep the reception areas tidy and clean, at all times
• Provide loan items and stationery as requested. Maintain loan logs and complete quarterly equipment inventories
• Manage ad hoc tasks inc. deliveries from couriers/ by hand, ordering flowers
• To carry out administrative tasks and duties as and when required
• To provide, high quality, reactive and pro-active audio-visual support to the CMS meeting rooms – Full training to be given
• Adopt a flexible attitude to working hours based on business demands
• To work with and alongside all internal and external hosts to ensure the smooth coordination of all Cannon Place events

About you

Proven working knowledge of customer service within a corporate setting
• IT Literate inc. a working knowledge of Microsoft Office
• A working knowledge of Manhattan Data craft (desirable)
• A good standard of general education, including Math’s and English
• Excellent verbal communication skills
• Experience in a client facing role involving IT and AV support (desirable)
• Highly service focused with a ‘can do’ attitude
• Good interpersonal skills, flexible to work with a range of styles and personalities
• Highly organized. Able to plan and prioritize the work of self and others
• Ability to maintain standards when under pressure
• Able to build strong relationships with key stakeholders
• The ability to listen, question and interpret information to understand requirements
• Problem solving skills - Suggest and deliver creative/innovative solutions
• Willingness to take on new tasks when required
• Please be aware that this list is not exhaustive, and you will be expected to comply with any reasonable ad hoc duties and requests

What’s in it for you?

We want to reward you today and help you plan for tomorrow. We appreciate that everyone is different, therefore we have designed a benefits system that offers choice and flexibility based on individual needs and lifestyles. To name a few, these include:

• Competitive basic salary (reviewed annually)
• Flexible, hybrid working policy
• Generous bonus scheme
• Up to 25 days holiday (rising to 28 days with service)
• Holiday exchange scheme
• Private medical insurance
• Enhanced parental leave
• Reasonable adjustments and accommodation for disabled talent in accordance with the Equality Act 2010.

If you would like to read more information regarding our range of benefits, please visit our Rewards & Benefits page on our website.

Equal opportunities

At CMS, we place diversity and inclusion at the centre of our culture and the heart of our organisation. As a firm we recognise, celebrate, and embrace the diverse talent our society has to offer because we know that to solve big problems, we need the best and brightest minds available to us. In support of this goal, we commit to actively breaking down barriers which stand in the way of those from diverse backgrounds and play our part in levelling the playing field.

As a Future Facing Firm, we strongly believe that a career in law should be open to people from all walks of life, because not only does diversity of thought and experience make our firm a stronger and more sustainable business, but it also makes it a more rewarding place to work.

When recruiting, we prioritise attracting talented people and we actively promote a flexible working environment which enables all our team members to thrive. If you see a role you are interested in, but don’t feel you meet 100% of the criteria we encourage you to still consider making an application. We also welcome applications from those who may be looking to return to the workforce after a career break.

We are proud to say our leadership in creating an inclusive working culture has been celebrated and recognised externally, including being listed for a number of years in the Times Top 50 Employers for Women and the Social Mobility Index.

We are a Level 2 Disability Confident Employer, and we actively encourage applications from people with disabilities, whether visible or invisible. We are committed to promoting equality of opportunity throughout our recruitment process and in every element of the employee life cycle. If you require assistance, or if you would like to discuss any accessibility requirements or adjustments as part of the recruitment process, please contact Becky Lowe at [e-mail] who will be happy to support you.

Ready to apply? Here are the next steps.

We look forward to receiving your application online via theCMS careers site. Please contact our Talent Acquisition team if you have any questions.

Please note that we have a preferred agency panel in place. Only applications submitted via the portal at the point of instruction will be accepted.

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