Client Insight & Development Advisor

A permanent. full time role, based in Birmingham, Cambridge, Manchester or Norwich.

The role

You will be working with the Head of Client Care to be the voice of the client across Mills & Reeve, supporting the delivery of our strategy to be a leader in client experience.

The key work areas include:

• 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
• Advising partners and client teams on delivering a leading client experience to meet our key target of 95% client recommendation
• Supporting continuous improvement projects relating to our client experience strategy
• Working alongside our research agencies to deliver client listening projects and surveys, including analysis, data interpretation and report development
• Supporting the firm's strategic accounts and Validus clients’ programmes including supporting on internal account meetings, development plans and follow up
• Identify and communicate best practice in client experience, having a good working knowledge of the tools and processes used to build client relationships and drive revenue
• Using feedback to identify trends (both good and bad) in our client experience and support communications to the Board, service lines, sector leaders and firmwide
• Supporting our firmwide secondment process including completing commercial assessments for secondees, liaising with the Secondment Committee, and undertaking secondment debriefs
• Support the updating and usability of best practice tools
• Working alongside Bid team on major new client wins to take forward pitch to promise actions
• Support in the preparation of both internal and external client care reports
• Collaboration with the business development and Communications team to support the firm’s strategic objectives

The person

The role 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.  The ideal candidate must be a self-starter able to proactively manage a varied and fast-paced workload with enthusiasm and genuine desire to learn. Your background and experience will also include:

• previous experience in a similar position in the Legal sector
• 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 comfortable handling large data sets
• 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
• has excellent organisational skills with the ability to handle multiple priorities simultaneously

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 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.

Pre-employment screening

Please note that, in the event that we make an offer for a role, we will conduct pre-employment screening that includes, but is not limited to, a basic DBS check, right to work check, any disciplinary history recorded with the Solicitors Regulation Authority (SRA) and a self-declaration to assess your character and suitability for the role.  A full policy of the screening the firm undertakes is available on request.

The firm

Mills & Reeve is a major UK law firm renowned for its outstanding service to national and international clients, for its collaborative culture and for its deep sector expertise.

The firm has a strong sector focus with expertise in agriculture, charities, education, food and beverage, health, insurance, private wealth, real estate investment, sport and technology. Clients include businesses from PLCs to start-ups, high net worth individuals and landowners, more than 120 universities, colleges and education bodies and over 100 healthcare organisations.

This is an ideal opportunity to build your skills and experience with a major UK law firm, listed as one of the “Sunday Times 100 Best Companies to Work For” for the last 20 years - the only law firm to achieve this.

We are also proud to have been awarded Platinum Investors in People status this year.  The firm joins a select club of only 6% of 50,000 assessed organisations awarded the coveted platinum status.

The firm is also delighted to report for the eighth year running we were named as one of Roll On Friday’s ‘best law firms to works at’.

And finally

Mills & Reeve is committed to providing an inclusive and supportive working environment. We are happy to consider flexible working arrangements and endeavour to achieve the right balance for both our people and the business. This attitude to flexible working ensures we continue to provide outstanding service to our clients, whilst allowing our people to develop their careers in the knowledge that personal priorities will remain just that.

Mills & Reeve is committed to promoting equality, diversity and to providing an inclusive and supportive environment. Please click the link below to find further information regarding our diversity policy.

https://www.mills-reeve.com/about-us/diversity-and-inclusion

If you would like any more information about Mills & Reeve, you can visit our website by clicking on the following link:

http://www.mills-reeve.com/

And finally

Mills & Reeve is committed to providing an inclusive and supportive working environment. We are happy to consider flexible working arrangements and endeavour to achieve the right balance for both our people and the business. This attitude to flexible working ensures we continue to provide outstanding service to our clients, whilst allowing our people to develop their careers in the knowledge that personal priorities will remain just that.

Mills & Reeve is committed to promoting equality, diversity and to providing an inclusive and supportive environment. Please click the link below to find further information regarding our diversity policy.

https://www.mills-reeve.com/about-us/diversity-and-inclusion 

If you would like any more information about Mills & Reeve, you can visit our website by clicking on the following link:

http://www.mills-reeve.com

Job Description