Client Care Advisor

Location: United Kingdom
Office:NorwichManchesterCambridgeBirmingham
Discipline: Marketing
Contact name: Sarah Freeman

Contact email: sarah.freeman@mills-reeve.com
Contact phone: 0121 456 8300
Vacancy reference: 016909
Published: 19 days ago
Duration: Fixed Term Contract
Closing date: 30 June 2022

Graduate position, initially two year fixed term contract with the potential to go permanent. This is a full time role and can be based in Birmingham, Cambridge, Manchester or Norwich.

The role

As many clients will testify, too many lawyers deliver the required legal expertise but fail to deliver outstanding client service. Which is why we always listen to our clients and constantly ask ourselves what we can do to deliver the results and care our clients expect. 

This role involves working with the Head of Client Care to be the voice of the client across Mills & Reeve. This covers supporting the delivery of our 2025 strategy to be a leader in client experience. The key work areas include: 

  • Working with the Client Care team to advise partners and client teams on delivering a leading client experience to meet our target of 95% client recommendation by 2025.  

  • Day to day involvement in all aspects of our client feedback programme. This covers involvement in our annual fearless feedback benchmarking client survey, in-depth client services reviews, post-transaction reviews and bespoke client feedback projects.  

  • Supporting on strategic initiatives relating to our client experience strategy  

  • Working alongside our research agencies to deliver client listening projects. 

  • Supporting the firm's strategic accounts and growth clients’ programmes.

  • Working with the client care team to identify and communicate best practice in client care, using client feedback to identify trends (both good and bad) in our client experience to update the Board, service and sector leaders.  

  • Supporting our Firmwide secondment process by supporting partners in identifying secondment opportunities, completing commercial assessments for secondees, liaising with the Secondment Committee and undertaking secondment debriefs.  

  • Working with partners and client team to prepare client development plans and to monitor progress.  

  • Support the updating and usability of best practice tools. 

  • Working alongside Bid team on major new client wins to take forward pitch to promise strategies 

  • Support in the preparation of both internal and external client care reports 

  • Collaboration with the business development and Communications team to support the firm strategic objectives.  

The person

Given the responsibilities of the role and that, it will involve working across all service lines and sectors in the firm, to succeed you will require confidence, professionalism, strong organisational skills and have the strong interpersonal skills required gaining trust and confidence with these key stakeholders. However, the most important competency required is enthusiasm and an genuine ability to learn. Your background and experience will also include: 

  • education to degree level or equivalent; 

  • a demonstrable desire to build a career within the professional services environment; 

  • desire to build project management skills; 

  • must be competent at using Excel; and 

  • strong analytical and report writing skills along with excellent written English. 

 

The role additionally requires someone who: 

  • has a genuine interest in client experience and can and adopt a continuous improvement mind-set, identifying opportunities for improvement and ideas on how to implement these;

  • can be self-managed and confident in setting and prioritising your own work agenda;

  • energetic, confident, resilient and enthusiastic; 

  • has excellent organisational skills with the ability to handle multiple priorities simultaneously; 

  • be confident and able to build sustainable relationships with clients, lawyers and internal colleagues

  • has excellent attention to detail; 

  • is an excellent team contributor; and 

  • has excellent organisational skills with the ability to handle multiple priorities simultaneously

Pre-employment screening

Please note that, in the event that we make an offer of employment, we will conduct pre-employment screening that includes checks relating to your professional and academic qualifications, references from previous employers, your eligibility to work in the UK and any disciplinary history recorded with the Solicitors Regulation Authority (SRA). You will also be required to complete a self-declaration to access your character and suitability.

Disclosure and barring service check

This post is also subject to a satisfactory response from the Disclosure and Barring Service (DBS) to check for any previous criminal convictions.

The Mills & Reeve Business Services career structure

We have a firm wide Business Services career structure and a published career progression framework.  Within the firm wide career structure there are five career levels.  For the purposes of the framework, this role is at an advisor level and the role profile that details the outcomes and activities expected of across the firm is included with this job description.  Further information on the firm’s Business Services career structure is available from the HR team.

The package

As you would expect, the firm offers a generous salary and benefits.  The firm’s standard benefits are detailed in the following link:

 https://www.mills-reeve.com/careers/benefits 

The firm

What really sets Mills & Reeve apart from other law firms is the way we work with our clients. We understand that clients, in the 21st century, no longer want a traditional law firm – they want one that embraces forward thinking approaches to service, billing, commercial know-how, innovation, people management and community engagement.

Why not find out more about what it’s like to work at Mills & Reeve by taking two minutes to watch our video?

 

Should you wish to see a full copy of the job description, please contact sarah,freeman@mills-reeve.com