Client Services Executive (Legal Secretary)

The Internal Client Services (ICS) team aims to deliver excellent secretarial, administrative, and facility support services across the Firm, which in turn underpins the service we are able to give to our clients.

Vicki Napolitano, Director of ICS, leads the team, and managing the secretarial team is Claire Phillips, Head of ICS. The structure is then made up of Client Services Leads, Client Services Executives (CSE), Client Document Executives (CDE), and Client Services Administrators (CSA).

Role and Responsibilities

This is a broad but not exhaustive list:

Project Co-ordination

• Distribute and co-ordinate appropriate support for specific client projects.
• Set up processes for client matters through liaison with Partners, Fee Earners, and client contacts.
• Support Partners, Fee Earners, and the Business Development and Marketing Teams with preparation of pitches, presentations, and events.
• Identify and act upon process improvements across the team to enhance both internal and external client services.

Client Relationship Management

• Ensure that all client-related correspondence is received by the appropriate Partner or Fee Earner.
• Take an active role in relationship management and client care.
• Enter and ensure accuracy of client information on the Client Relationship Management system, currently InterAction.
• Communicate with external clients both independently and upon instructions from Partners and Fee Earners.
• Arrange client meetings and ensure efficient responses to written and verbal client queries.
• Check to ensure clients' terms of business are in place as soon as the file is opened and follow up with Fee Earners accordingly.

Communication

• Take internal and external telephone queries, responding as appropriate, and ensure that all messages are passed on in a timely manner.
• Liaise with relevant Business Resource teams on behalf of Partners and Fee Earners.
• Liaise with the Client Service Lead over planned absences, arranging cover as necessary and communicating this to the relevant Partners and Fee Earners.

Financial

• Assist Partners and Fee Earners in ensuring time recording is up to date and captured in a timely manner.
• Liaise with the appropriate Finance team in relation to invoices, expenses, client billing, and accounts.
• Process invoices and expenses on the online system, currently Chrome.
• Assist the billing and credit control processes and liaise with the Finance team in relation to these to ensure a consistent and efficient approach.
• Produce standard financial and time reports through the system.

Administrative

• Participate in the distribution of work and monitor progress of work allocated to Client Service Administrators to ensure tasks are completed in a timely manner.
• Monitor and track all tasks and prioritize accordingly.
• Diary management and coordination to ensure Partners and Fee Earners receive regular updates on meeting arrangements.
• Take responsibility for room booking and meeting coordination, including confirmation of attendees, arranging relevant technology, refreshments, and catering.
• Ensure travel bookings are completed and that relevant information is submitted and communicated in advance.
• Arrange for the photocopying, scanning, printing, and filing to be carried out by the team.
• Arrange for files to be opened, closed, and maintained.
• Supervise Client Services Administrators’ record keeping and general filing tasks.
• Use effective systems to ensure both short and long-term tasks are completed within required timescales.

Other Duties and Responsibilities

• Assist other members of the team, both proactively and at the request of the Client Services Lead.
• Provide cover for the Client Document Executives as necessary (for example during periods of heavy workloads, holiday, or sickness periods).
• Short dictations and basic amendments and document updates.
• Conflict searches, file opening, and risk assessment forms.
• Drafting letters of engagement.
• Updating and maintaining the integrity of information held in Outlook, InterAction, and 3E.
• Minor document production amendments and assistance.
• Work effectively with other legal and Business Resource teams as required.
• Any other duties as reasonably requested by Partners, Fee Earners, Client Services Leads, or the Internal Client Services Manager.

Person Specification

• Advanced knowledge and experience of using software including all Microsoft Office packages.
• Previous experience as a Legal Secretary.
• Experience of using Practice Management systems.

Competencies

• Working together
• Integrity and respect
• Inclusive
• Personal impact and growth
• Driving high standards
• Commercial mindset
• Client-centric
• Responsible Business

At a glance

• Location: Cheltenham
• Contract type: Permanent - Full Time
• Salary: Competitive
• Working hours: Full Time