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The Internal Client Services (ICS) team aim 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 with other projects and tasks
• 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, currently InterAction
• 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
• Check to ensure clients terms of business in place as soon as file opened and to follow up with Fee Earners accordingly

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
• Liaise with the Client Service Lead over planned absences, arranging cover as necessary and communicating this to the relevant Partners and Fee Earners

• 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, currently Chrome
• Assist the billing and credit control processes and liaise with the Finance team in relation to these to ensure a consistent and efficient approach
• Produce standard financial and time reports through the system

Administrative

• Participate in distribution of work and monitor progress of work allocated to Client Service Administrators to ensure tasks are completed in a timely manner
• Monitor and track all tasks and prioritise accordingly
• Diary management and coordination to ensure Partners and Fee Earners receive regular updates on meeting arrangements
• Take responsibility for room booking and meeting coordination, including confirmation of attendees, arranging relevant technology, refreshments, and catering
• Ensure travel bookings are completed and that relevant information is submitted and communicated in advance
• Arrange for the photocopying, scanning, printing and filing to be carried out by the team
• Arrange for files to be opened, closed and maintained
• Supervise Client Services Administrators’ record keeping and general filing tasks
• Use effective systems to ensure both short and long term tasks are completed within required timescales

Other duties and responsibilities

• Assisting other members of the team, both proactively and at the request of the Client Services Lead, ICS Manager or Head of ICS.
• Provide cover for the Client Document Specialists as necessary (for example during periods of heavy workloads, holiday or sickness periods)
• 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
• Any other duties as reasonably requested by Partners, Fee Earners, Client Services Leads or the Internal Client Services Manager.
• Comply with all relevant legal and regulatory obligations including the Solicitors Regulation Authority (SRA) Standards and Regulations, and Principles.

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. This will ensure that the Client Services Personal Assistant is able to carry out the role effectively and where appropriate, discuss any training requirements with the Client Services Lead.

In addition to this:

• 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