Client Services Coordinator

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Job Title

Client Services Coordinator

Department

Alternative Delivery Solutions

Office Location

Birmingham

Reports To

Head of Alternative Delivery Solutions

Working Hours

35 hours per week, 12:00pm to 8:00pm but additional hours may be required.  We are happy to consider agile and flexible working patterns.  Our approach to hybrid working allows for up to 40% of time working from home and 60% working in the office, please contact a member of the recruitment team to discuss further.

Firm Description

Hogan Lovells is one of the leading global law firms.  Our distinctive market position is founded on our exceptional breadth of our practice, on deep industry knowledge, and on our 'one team' global approach.  Formed through the combination of two top international law firms, Hogan Lovells has over 40 offices in the Americas, Asia-Pacific, Europe, the Middle East and Africa.  With a presence in the world's major financial and commercial markets, we are well placed to provide excellent business-oriented advice to our clients locally and internationally.  Our people are the key to our success, which is why we seek to recruit and retain the most talented individuals in all regions of our global practice.

In the UK Hogan Lovells has offices in Birmingham and London.  The Birmingham office opened in 2015 and has a number of practice areas including Corporate/Commercial, Disputes, Finance and Real Estate, as well as our Legal Delivery Centre and business services departments.  The office has recently trebled in size and moved into a new fitted out space in the Colmore Building.

Department Description

The Alternative Delivery Solutions (ADS) group includes cost efficient and flexible managed staffing solutions through our UK Legal Delivery Centres, our US Staff Attorney Program and our relationships with third party staffing providers Elevate and Cognia Law.  We also support some of our UK practice groups with Work Allocation. Our group, along with others across Practice Operations, work closely with our partners and lawyers in designing client solutions. Driving efficiencies to deliver client excellence is at the heart of everything we do. 

Our newly formed Client Services team will be part of the ADS group, assisting to deliver on our commitment to client excellence by putting clients at the center of everything we do.

Delivering on our commitments to Diversity and Inclusion (D&I) is a strategic priority of the firm. D&I is at the core of who we are and how we do business. It’s not a set of boxes to be ticked or checked.  We attract and retain the best and the brightest and build teams of people with different identities, perspectives and life experiences.  We work better together because our people feel included, valued, and empowered: that means we do the best for our clients.

We recognize that operating sustainably is core to being a responsible business. How we choose to operate impacts future generations and we must play our part in protecting our people and our planet. We are committed to playing a leadership role in driving inclusive and sustainable growth and contributing to the achievement of the UN Sustainable Development Goals (SDGs), including in the way we run our own business.

Role Overview

The firm is experiencing an increase in the volume and complexity of client surveys, supplier questionnaires and requests for information (RFI) from across our global client base. These surveys primarily focus on DEI and sustainability issues but can also incorporate various aspects of relationship management and risk. They are driving increased expectations that the firm should make related commitments to clients to achieve certain goals in various areas of responsible business .

We are seeking a Client Services Specialist to help us to review and prepare comprehensive and accurate responses to all of these client requests for information (including client questionnaires and surveys) effectively.

This role will work closely with stakeholders across the business who are Subject Matter Experts (SMEs) in areas including DEI, sustainability, People and client account/client relationship management.

Key Responsibilities / Accountabilities

• Serve as a point of contact for handling responses to client requests for information

• Coordinate and act as a conduit for providing the necessary responses to client questionnaires to ensure that appropriate information requested by clients is provided promptly and consistently

• Forwarding client questions to key department employees for required responses (liaise with SMEs  - subject matter experts - as needed for bespoke responses)

• Create, maintain and update all standard responses and FAQs

• Maintain updated repository of standard responses and FAQs on HL Global

• Organize and track survey and RFI requests

• Research and maintain historical responses for client questionnaires to ensure consistency and best business practices

• Respond to lawyer and Business Services requests for standard language and requests for historical client information;

• Assist with other duties related to the resolution of questionnaire or survey responses and related client initiatives and/or as requested

• With support from the Client Services Manager, report on findings of surveys and alumni (i.e. repeat clients; percentage of client program clients, heavier in one region or practice group)

Specific duties or responsibilities may be reviewed from time to time to reflect changes in personnel and management structure, staff location or services.

All members of the firm participate in our Responsible Business program.

Person Specification

Qualifications And Experience

Es sential:

• At least one (1) year of work experience in a setting involving law or legal services

• Microsoft or comparable office suite experience is essential

General Attributes

The person we are looking for will have strong people skills and project co-ordination skills with the ability to build rapport and a good working relationship with stakeholders and SMEs from across our entire global business, often via virtual meetings and sometimes working under time pressure.

They will have excellent written skills and the ability to interpret information from multiple sources and stakeholders to draft strong copy, suitable for an external audience under guidance and supervision from their manager

• Creates a positive impact with colleagues, peers, partners and clients and is able to demonstrate diplomacy, listening and influencing skills

• Strong written and verbal communication skills with an excellent eye for detail and the ability to write compelling propositions

• Effective project co-ordination skills including the ability to plan and prioritise work

• Self-motivated; ability to work with minimal supervision to drive projects to completion

• Flexible and able to adapt to changes or set backs on a project

• Maintains the quality and quantity of output under pressure, alongside excellent service delivery

• Team player who is proactive with a 'can do attitude'

• Pragmatic, robust, diplomatic and resourceful, with the ability to adapt quickly to different situations and personalities

• Attention to detail

• The chosen candidate should also have strong organisational and communication skills 

• The ability to meet deadlines in a fast paced environment and under pressure is key

Agile Working Statement

Our goal is to embed flexibility across our business by giving everyone the opportunity to work in an agile way, whether as a regular pattern or on an ad hoc basis, and we will be happy to discuss this further.

Equal Opportunities Employment Statement

It is the policy of Hogan Lovells to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of racial or ethnic origin, religion, sex , gender and gender identity, age, sexual orientation, marital and civil partnership status, pregnancy or disability.