Role Responsibility
Client Relationship Management
1. Manage the production of documents and check returned work produced by the CTU team/speech recognition for accuracy/formatting, before it is passed to the relevant lawyer
2. Taking and making client related calls, dealing with and handling message taking as appropriate
3. Responsible for keeping up to date with client specific protocols and processes, implementing, providing guidance and training to others where necessary and ongoing monitoring
Administrative
4. Responsible for files to be opened and closed and supervise general filing requirements and record keeping and production of engagement letters ensuring compliant at all times
5. Monitor and track key dates for clients and ensure compliance procedures are up to date on all files and matters
6. Support lawyers in business development activities including the involvement in preparation of pitches and presentations, scheduling meetings e.g. tenders, internal client, etc.
7. Manage diaries, ensuring they are up-to date, anticipating requirements e.g. associated travel /accommodation bookings, meeting rooms, drafting itineraries, preparing agendas, preparing and circulating papers
8. Produce and maintain Excel spreadsheets as required.
9. First point of contact for their team, dealing with queries and acting on initiative to provide exceptional client service, promoting and developing ownership within the teams
10. Arrange for the preparation and collation of internal sector newsletters and briefings
11. Uploading documents to PDF docs and editing documents using the same
12. Arrange photocopying, printing, organising couriers, sending out letters, faxes etc.
13. Submitting documents for signature by clients via DocuSign
14. Receiving instructions via digital dictation for tasks and acting upon the same
Communication
15. Key point of contact for lawyers to maintain relationships and ensure a high level of support is always provided by the team.
16. Monitor post and/or emails and dealing with as appropriate ensuring all client related correspondence is passed on to an appropriate lawyer and actioned as necessary; proactively responding to and drafting responses on behalf of others, prioritising emails, collating necessary paperwork and e-filing
17. Liaising with and providing support to their immediate colleagues in the department, and where practical, other legal and support departments as requested by HL. Assisting others where there is spare capacity or it is evident that a colleague needs assistance with their workload
18. Answering phone calls for other members of the team when they are away from their desk
19. Liaison with and taking direction from your HL
20. Liaise with the HL over any planned absences, arranging cover as necessary and communicating this to the relevant lawyers
Financial
21. Assisting lawyers with billing related tasks
22. Reviewing and updating time allocation and disbursements ensuring appropriate matter allocation
23. Request cheques, bank transfers, and paying in money received, as appropriate
24. Supporting the co-ordination of the WIP process
25. Dealing with matter related finance administration to include BACs, TTs etc.
26. Processing expenses
Processing
27. Responsible for managing priorities and workloads to ensure deadlines are met. Liaising with HL where challenges arise
28. Responsible for ensuring the creation and maintenance of data rooms and client information in accordance with case milestones
29. Responsible for ensuring client and matter data is maintained and updated within appropriate systems, raising requests as appropriate
30. Online applications e.g. Companies House, Land Registry, Searchflow, forms
31. Undertaking searches and completion of requisite forms and submissions
32. Ensuring compliance with firm wide/department policies and procedures
Customer Service
33. Arranging and attending team meetings
34. Liaising with lawyers, PAs, HLs and Secretarial Managers (SM) to take instruction and liaise on work requirements
35. Consistently and appropriately update service users on progress where appropriate
The Ideal Candidate
36. Experience of working in a legal or professional services environment is essential, ideally in a similar role
37. An aptitude for managing multiple priorities, producing documents and client communications of the highest standard
38. Advanced knowledge of Microsoft Office applications including Word, Excel and Outlook
39. Advanced knowledge of document management/case management systems
40. An effective communicator with an excellent customer and client service approach; striving to provide exceptional service at all times
41. Customer/client service focused
42. Proven experience of managing client facing tasks and priorities, with a hands-on, practical approach
43. Effective at investigating issues and seeing a problem through to conclusion
44. Conscientious, taking personal responsibility for own work and accountability for its delivery and quality
45. Excellent team player, sharing in team goals to provide excellent quality and efficiency of service, with a willingness to take on new responsibilities and challenges
46. Positive can-do attitude with the ability to adapt to change
47. Confidential and discreet but able to redirect information when appropriate to ensure areas of concern are resolved effectively
48. Well organised and methodical with excellent attention to detail, ensuring accuracy in all client communications and deliverables