Client Services Personal Assistant

Charles Russell Speechlys; Cheltenham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading law firm in Cheltenham is seeking a Client Services Personal Assistant to deliver exceptional administrative support and coordinate client projects. The ideal candidate will possess strong organizational skills, a customer-focused approach, and advanced proficiency in Microsoft Office. This role requires excellent communication abilities and a proactive mindset to manage client relationships effectively.

Qualifications

• Ability to handle dictations and document updates.
• Experience in client relationship management.
• Proactive in problem-solving and teamwork.

Responsibilities

• Coordinate support for client projects and meetings.
• Maintain client information on the CRM system.
• Assist in financial tasks and billing processes.
• Manage diaries and arrange travel bookings.

Skills

Typing speed of at least 60 words per minute

Advanced proficiency in Microsoft Office applications

Excellent verbal and written communication skills

Solution-focused working approach

Strong customer service ethic

Organizational skills

Tools

Practice Management systems

Microsoft Office

Job description

Internal Client Services (ICS) Personal Assistant

The Internal Client Services (ICS) team aims to deliver excellent secretarial, administrative, and facility support services across the firm, underpinning the quality of service provided to clients.

Vicki Napolitano, Director of ICS, leads the team, with Claire Phillips, Head of ICS, managing the secretarial team. The structure includes Client Services Leads, Client Services Personal Assistants (CSPAs), Client Document Specialists (CDS), and Client Services Administrators (CSA).

The Client Services Personal Assistant’s primary focus will be to identify the best approaches and methodologies to provide exceptional service levels to Partners, Fee Earners, and their clients.

Roles and Responsibilities

1. Project Coordination

• Distribute and coordinate 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 pitches, presentations, events, and other projects.
• Identify and implement process improvements to enhance internal and external client services.

Client Relationship Management

• Ensure all client-related correspondence is received by the appropriate Partner or Fee Earner.
• Participate actively in relationship management and client care.
• Maintain accurate client information on the CRM system (currently InterAction).
• Communicate with external clients independently and upon instructions from Partners and Fee Earners.
• Arrange client meetings and respond efficiently to queries.
• Verify client terms of business are in place upon file opening and follow up accordingly.

Communication

• Handle internal and external telephone queries promptly and pass messages timely.
• Coordinate with Business Resource teams on behalf of Partners and Fee Earners.
• Manage planned absences, arranging cover and communicating with relevant parties.

Financial

• Assist in ensuring time recording is accurate and timely.
• Liaise with Finance regarding invoices, expenses, and client billing.
• Process invoices and expenses on the online system (Chrome).
• Support billing and credit control processes, ensuring efficiency.
• Generate standard financial and time reports.

Administrative

• Monitor work distribution and progress among Client Service Administrators.
• Prioritize tasks and track all activities.
• Manage diaries and coordinate meetings, including room bookings, technology, and catering.
• Arrange travel bookings and communicate relevant information in advance.
• Coordinate photocopying, scanning, printing, and filing activities.
• Maintain files and supervise record-keeping tasks.
• Use effective systems to ensure timely completion of tasks.

Other duties and responsibilities

• Assist team members proactively and as requested.
• Provide cover for Client Document Specialists as needed.
• Handle dictations, document updates, conflict searches, file openings, and risk assessments.
• Draft engagement letters and update information in Outlook, InterAction, and 3E.
• Support document production and collaborate with legal and Business Resource teams.
• Perform any other duties reasonably requested by Partners, Fee Earners, or management.
• Comply with all legal and regulatory obligations, including SRA Standards and Regulations.

Person Specification

A Client Services Personal Assistant must keep skills current and be familiar with the firm’s teams, key individuals, clients, systems, and procedures to perform effectively. They should discuss training needs with the Client Services Lead as necessary.

Additional requirements include:

• Typing speed of at least 60 words per minute.
• Advanced proficiency in Microsoft Office applications.
• Experience with Practice Management systems.
• Solution-focused working approach.
• Initiative and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong customer service ethic.
• Proactive team player.
• Organizational skills.
• Interpersonal skills with adaptable communication style.
• Attention to detail and accuracy.

Core Competencies

• Teamwork
• Integrity and Respect
• Inclusivity
• Personal Impact and Growth
• High Standards
• Commercial Awareness
• Client-Centric Approach
• Responsible Business Practices