Client Service Advisor

A truly fantastic opportunity has arisen for a leading law firm in Birmingham who is looking for a permanent Client Care Advisor to join their team and champion a client feedback project.

This project is a great initiative that promotes ‘fearless feedback’ from the firm’s clients and will collect data and feedback, which then can be used for continuous improvement across the business.

So this is your chance to work for an award winning firm that has a great reputation for how well their treat their staff. This is evident from the number of years they have held The Times Top 100 employer award. In a recent staff survey, 97% of staff currently say it is a great place to work.

On top of this you will become the ‘voice of clients’ within the firm.

What is on offer to you:

Salary = Up to £35,000 per annum depending on relevance of experience.

Office location = Birmingham City Centre (prime location)

Hybrid working = 3 days a week in the office expected

Benefits = Hybrid working, significant support staff bonus, company pension contribution, 25 days holiday + bank holidays, option to buy and sell holidays, financial and mental wellbeing resources, income protection, enhanced maternity, paternity pay, income protection, life assurance....

Role Overview: Reporting to the Head of Client Care, the Client Care Advisor will collaborate across service lines and sectors to enhance client interactions. 

Key Responsibilities:

• Client Feedback Program: Engage in day-to-day activities related to our client feedback initiatives. This includes participation in our annual fearless feedback benchmarking survey, conducting in-depth client service reviews, analysing post-transaction feedback, and managing bespoke client projects.
• Strategic Advisory: Advise partners and client teams on delivering an exceptional client experience, aiming for a 95% client recommendation rate.
• Continuous Improvement: Contribute to projects that enhance our client experience strategy.
• Client Listening Projects: Collaborate with research agencies to design and execute client surveys. Analyse data, interpret findings, and develop insightful reports.
• Strategic Accounts and Validus Clients: Support internal account meetings, development plans, and follow-up activities.
• Best Practice Communication: Share insights on client experience best practices, leveraging your knowledge of tools and processes that drive revenue.
• Feedback Analysis: Identify trends (both positive and negative) in client experience and communicate these effectively to the Board, service lines, sector leaders, and firmwide.
• Firmwide Secondment Process: Assist in assessing commercial viability for secondees, liaise with the Secondment Committee, and conduct secondment debriefs.
• Tool Usability: Contribute to the usability and updates of best practice tools.
• New Client Wins: Collaborate with the Bid team to translate pitch promises into actionable strategies.
• Client Care Reports: Assist in preparing internal and external client care reports.

Qualifications and Skills:

• Previous experience within the legal industry or professional services.
• Proficiency in Excel and handling large datasets.
• Genuine passion for client experience and continuous improvement.
• Energetic, confident, and resilient.
• Exceptional organizational skills to manage multiple priorities.
• Ability to build sustainable relationships
• Keen attention to detail.
• Collaborative team player.

Please apply today