Head of Central Client Services

Job title:

Head of Central Client Services

Company:

Irwin Mitchell

Job description

We’re a national law firm with a local reach. Our philosophy is ‘we’re legal and financial experts that care’ – something you’ll find in the way we work with our clients and how we support our teams. But we’re more than just a law firm – we’re a team of people working together to help individuals and businesses navigate life’s ups and downs. Working here you’ll feel a part of our friendly and inclusive environment.We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.We’re always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to one of our Talent Acquisition team to find out more.Your Role and What You’ll Be DoingThe Head of Central Client Services is a senior leadership role dedicated to optimising high-volume, transactional services to achieve economies of scale and support (end-to-end) efficient client delivery by fee-earning teams.By continuously identifying opportunities for innovation and consolidation in common operational practices, this role aims to reduce costs and enhance service quality, thereby improving the reliability of services provided to clients. Additionally, the Head of Central Client Services collaborates closely with the Client Experience & Operations leadership team to leverage synergies across the client lifecycle, delivering value-driven solutions that enhance the overall client experience.What You’ll Be DoingLeadership

• Creating and executing the strategy to ensure exceptional results are achieved by the client funding, document production and client complaints resolution teams.
• Develop and lead the centralisation strategy for future activities across the LLP and Group, ensuring alignment with brand standards.
• Lead and motivate teams to foster an engaged workforce. Oversee recruitment, training, induction, and coaching and mentoring strategies.

Facilitate the Delivery of High-Volume, Transactional Services

• Support client-facing teams and provide essential support to the wider Client Operations function.
• Streamline the production of client documentation to improve lead times and standardise outputs, enhancing accuracy and freeing up legals teams time.

Ensure the IM Group Effectively Resolves Client Complaints

• Support client-facing teams to resolve complaints in line with our regulatory obligations and improve the client experience.
• Instil a continuous learning mind-set to support the IM Group to make improvements based on the client complaints insights.
• Work closely with the Client Insights and Experience team to act upon learnings from client complaints and to identify where other forms of client feedback could be deemed as a complaint from a regulatory perspective.

Identify and Consolidate Operational Efforts

• Identify opportunities to consolidate operational efforts and establish new capabilities to support delivery.
• Enhance service quality and provide consistent support across the function.
• Continuously evaluate service centre processes, tools, and approaches.
• Implement strategies to optimise operational productivity and elevate quality standards including leading on the technology transformation for these processes.

Centralise Client Processes

• Centralise further applicable client processes where appropriate.
• Ensure adherence to policies and timelines to enable service reliability and foster client trust.

Work seamlessly with the Client Operations and Support Services team.

• Simplify processes, enhance communication, and leverage synergies to streamline support for client-facing teams across the client journey.

Cross-Functional Collaboration for Process Improvements

• Collaborate cross-functionally to identify and implement process improvements.
• Leverage relevant data and lessons learned to guide decision making and better align with the Group’s objectives.

Establish and Monitor Performance Metrics

• Establish and monitor performance metrics to track service delivery effectiveness.
• Identify areas for improvement and provide actionable insights to enhance performance and reduce the cost to serve.

Continuous Improvement

• Foster a culture of continuous improvement and excellence across the service centre team.
• Ensure the right capabilities exist to deliver the volume and nature of work within the service centre.

Stakeholder Management:

• Work alongside key stakeholder, listening and responding to feedback and implementing new opportunities to enhance colleague feedback.

About You

• Experienced in driving strategic change initiatives within Central Client Services.
• Advanced proficiency in Microsoft Office Suite, M365 tools and associated applications for document creation.
• Experience in managing complaints resolution processes.
• Experience in leading a central shared service style function.
• Proven ability to plan and optimise operational processes for maximum efficiency and productivity.
• Ability to streamline and implement new structures to support rapidly changing business demands.
• Ability to analyse data and document production metrics
• Strong working knowledge of industry regulations and legislative guidelines
• Strong interpersonal and relationship-building skills, with the ability to communicate effectively, collaborate and influence at all levels
• Exceptional problem-solving and decision-making abilities, with a proactive and solutions-oriented approach
• Resilience and the ability to thrive in a demanding and fast-paced environment
• Collaborative mindset, with a focus on fostering teamwork and collaboration across the business unit and wider Group
• Excellent leadership and people management skills, with the ability to inspire and motivate others
• Ability to work under pressure in a fast-paced environment, managing multiple priorities and deadlines
• Experience within the legal sector is desirable

Our Benefits – What We Can Offer You

• 25 days holidays as standard plus bank holidays – You can ‘buy’ up to 35hrs of extra holiday too.
• Generous and flexible pension schemes.
• Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid)
• Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.

We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!Our responsible business programmes are fundamental to who we are and our purpose. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It’s made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.Additional InformationAs part of the Irwin Mitchell Group’s on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholders.Depending on the role you apply for we may carry out checks that will establish your eligibility to work in the UK, and criminal record check and financial checks with a credit reference agency will also be undertaken.The employment screening process will fully comply with Data Protection and other applicable laws.Irwin Mitchell LLP is an equal opportunity employer.We’re proud of our values, and we’re looking for people who share themSub-Department:Client OperationsSub-Division:OperationsCompany:IM LLPWorking Hours:Full TimeVacancy Type:Permanent:FlexibleSalary:CompetitiveShare this pageVacancy AlertsCreate an alert subscription based on this vacancyLoading© 2025 Irwin Mitchell LLP is Authorised & Regulated by the Solicitors Regulation Authority.

Expected salary

Location

United Kingdom

Job date

Sat, 11 Jan 2025 01:28:37 GMT

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