Client Services Manager â 12 Months Fixed Term Contract

Hogan Lovells; Birmingham; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading global law firm is seeking a Client Services Manager for a 12-month contract to oversee a team providing exceptional support for client surveys. This role will involve managing daily tasks, quality checking outputs, and handling complex inquiries. Candidates should have strong project management skills, experience in a professional services environment, and excellent communication skills. Flexible and hybrid working arrangements are available, ideal for enhancing client satisfaction and ensuring high-quality service delivery.

Qualifications

• Experience in law firm or professional services environment.
• Experience in General Counsel's Office, Compliance, Inclusion, or Sustainability is advantageous.
• Experience in Project Management and/or Client Account Management.

Responsibilities

• Manage the team of Client Survey Coordinators.
• Monitor progress and resolve issues with responses.
• Quality check the team’s output before delivery.
• Handle complex client survey requests.
• Produce monthly MI reports.

Skills

Project Management

Client Account Management

People Management

Communication Skills

Diplomacy and Influence

Job description

Overview

Keen to become part of a truly global collaborative team of professionals Your journey begins here.

Job Details

• Job Title: Client Services Manager 12 Months Fixed Term Contract
• Department: Alternative Delivery Solutions
• Office Location: Birmingham
• Reports To: Head of Alternative Delivery Solutions
• Working Hours: 35 hours per week, 9:30am to 5:30pm, but additional hours may be required. Agile and flexible working patterns are welcome. Hybrid working allows up to 40% time from home and 60% in the office. Please contact a member of the recruitment team to discuss further.

Firm Description

Hogan Lovells is one of the leading global law firms. Our distinctive market position is founded on our exceptional breadth of practice, deep industry knowledge, and our one team global approach. Formed through the combination of two top international law firms, Hogan Lovells has over 40 offices in the Americas, Asia-Pacific, Europe, the Middle East, and Africa.

With a presence in the world’s major financial and commercial markets we are well placed to provide excellent business-oriented advice to our clients locally and internationally. Our people are the key to our success which is why we seek to recruit and retain the most talented individuals in all regions of our global practice.

In the UK Hogan Lovells has offices in Birmingham and London. The Birmingham office opened in 2015 and has a number of practice areas including Corporate / Commercial, Construction, Finance, Litigation, Arbitration and Employment (LAE) and Real Estate as well as our Legal Delivery Centre and Business Team.

Department Description

The Alternative Delivery Solutions (ADS) group includes cost efficient and flexibly managed staffing solutions through our UK Legal Delivery Centre, our US Staff Attorney Program, our US Practice Support, and our relationship with third party providers. We also support some of our UK practice groups with Work Allocation. Our group, along with others across Practice Operations, works closely with our partners and lawyers in designing client solutions. Driving efficiencies to deliver client excellence is at the heart of everything we do.

Our Client Services team was established in September 2023 and is part of the ADS group assisting to deliver on our commitment to client excellence by putting clients at the center of everything we do.

Role Overview

The firm is experiencing an increase in the volume and complexity of client surveys, supplier questionnaires and requests for information (RFI) from across our global client base. These surveys primarily focus the team on providing global support and accurate information in response to client survey requests on key topics such as Inclusion, Environmental Social and Governance (ESG), relationship management and risk. These surveys are driving increased expectations that the firm should make related commitments to clients to achieve certain goals in various areas of responsible business.

The Client Services team plays a vital role in delivering exceptional support to our clients and internal teams. As a business team function we are fully aligned with the firm’s core values: Innovative, Committed, Responsible, Ambitious and Supportive. By embedding these principles into everything we do we ensure a consistent high-quality service that empowers our lawyers and enhances client satisfaction.

The Client Services team collaborates with Subject Matter Experts (SMEs) to ensure up-to-date and accurate information is provided, helping to meet our clients’ requests efficiently and effectively.

We are seeking a Client Services Manager on a 12-month contract to cover maternity leave. The manager will guide the team, allocate work, quality check their output and handle the most complex and high-profile client survey requests.

There will also be potential to manage a junior hire; there will be a lot of stakeholder management and influencing required to be effective in this role.

This role is unique; it combines sensitivity to client expectations with an understanding of current trends and issues in Inclusion and sustainability.

Key Responsibilities / Accountabilities

• Manage the team of two Client Survey Co-ordinators on a daily basis, providing work allocation.
• Monitor progress of responses and resolve delays if necessary.
• Answering queries on approach where required.
• Quality checking the team’s output before delivery.
• Ensuring housekeeping and records are maintained in a timely fashion.
• Handling more complex and/or high-profile client survey requests.
• Producing monthly MI reports to the Head of Alternative Delivery Solutions and leadership.
• Resolving escalations from internal stakeholders as necessary.
• Producing new template responses and updating the team guidance as new matters arise.
• Specific duties or responsibilities may be reviewed from time to time to reflect changes in personnel, management structure, staff location or services.
• All members of the firm participate in our Responsible Business program.

Person Specification

Qualifications and Training

• Experience working in a law firm or a similar professional services environment.
• Experience working with one or more of the following would be a distinct advantage: General Counsels Office, Compliance, Inclusion and/or Sustainability.
• Experience in Project Management and/or Client Account Management.
• Experience working collaboratively on projects alongside different business functions.

General Attributes

• The person we are looking for will have very strong people and project management skills with the ability to build rapport and a strong working relationship with stakeholders and SMEs from across our entire global business, often via virtual meetings and sometimes working under time pressure.
• They will have excellent written skills and the ability to interpret information from multiple sources and stakeholders to draft strong copy suitable for an external audience.
• Creates a positive impact with colleagues, peers, partners and clients and is able to demonstrate diplomacy, listening and influencing skills.
• Strong written and verbal communication skills with an excellent eye for detail and the ability to write compelling propositions.
• Creative and innovative thinker creating new pathways where none existed before.
• Effective project management skills including the ability to plan and prioritise work.
• Self-motivated; ability to work with minimal supervision to drive projects to completion.
• Flexible and able to adapt to changes or setbacks on a project.
• Maintains the quality and quantity of output under pressure alongside excellent service delivery.
• Team player who is proactive with a can-do attitude.
• Pragmatic, robust, diplomatic and resourceful with the ability to adapt quickly to different situations and personalities.

Agile Working Statement

Our goal is to embed flexibility across our business by giving everyone the opportunity to work in an agile way, whether as a regular pattern or on an ad hoc basis and we will be happy to discuss this further.

Equal Opportunities Employment Statement

It is the policy of Hogan Lovells to provide equal opportunities for all employees in relation to recruitment training and promotion. Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of racial or ethnic origin, religion, sex, gender and gender identity, age, sexual orientation, marital and civil partnership status, pregnancy or disability.

Required Experience : Manager

Key Skills

• Facilities Management
• ADMA
• Heavy Bus Driving
• AXA
• Building Services
• Courier Delivery

Employment Type : Full-Time

Experience : years

Vacancy : 1