Client Services Personal Assistant

Charles Russell Speechlys LLP; Greater London; Hybrid; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading law firm in the UK is seeking a Client Services Personal Assistant to provide exceptional administrative support within the Corporate Team. The candidate should have strong typing skills, advanced knowledge of Microsoft Office applications, and excellent communication abilities. This role, which adopts a hybrid working model, requires managing client relationships, coordinating projects, and handling financial tasks efficiently. Successful applicants will be proactive team players with a strong commitment to customer service.

Qualifications

• Ability to demonstrate solutions-focused working methods.
• Familiarity with the firm's teams, key individuals, clients and internal systems.
• Excellent interpersonal skills to adapt style and approach.

Responsibilities

• Coordinate project support for client projects.
• Manage client relationships and ensure accurate communication.
• Assist with financial tasks related to billing and time recording.
• Provide administrative support including diary management.

Skills

Accurate typing speed of at least 60 words per minute

Advanced knowledge of Microsoft Office

Strong verbal and written communication skills

Excellent customer service experience

Attention to detail and accuracy

Ability to work proactively as a team player

Job description

Overview

The Internal Client Services (ICS) team aims to deliver excellent secretarial, administrative and facility support services across the Firm which underpins the service we provide to clients. Vicki Napolitano, Director of ICS, leads the team and managing the secretarial team is Claire Phillips, Head of ICS, and Aimie George, Internal Client Services Manager. The structure is made up of Client Services Leads, Client Services Personal Assistants (CSPAs), Client Document Specialists (CDS) and Client Services Administrators (CSA).

The Client Services Personal Assistant’s focus is to identify the best approach and methodology to provide exceptional service levels to Partners, Fee Earners and their clients.

This role will be in our Corporate Team.

Responsibilities

• 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 and with other projects and tasks; 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 in place as soon as file opened and to 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 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 prioritise 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: Assisting other members of the team, both proactively and at the request of the Client Services Lead, ICS Manager or Head of ICS; Provide cover for the Client Document Specialists 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 integrity of information held in Outlook, InterAction and 3E; Minor document production amendments and assistance; Working 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; Comply with all relevant legal and regulatory obligations including the Solicitors Regulation Authority (SRA) Standards and Regulations, and Principles.

Person specification

A Client Services Personal Assistant has responsibility to ensure that their skill set is up-to-date and they are familiar with our Firm’s Teams, key individuals, clients, internal systems and procedures. This will ensure that the Client Services Personal Assistant is able to carry out the role effectively and where appropriate, discuss any training requirements with the Client Services Lead. In addition to this:

• Accurate typing speed of at least 60 words per minute
• Advanced knowledge and experience of using Software including all Microsoft Office packages
• Experience of using Practice Management systems
• Demonstrate solutions-focused working methods
• Demonstrate the ability to use initiative and develop solutions to ensure a good service is provided at all times
• Excellent verbal and written communication skills
• Solid Customer Service centric experience and work ethic
• Proactive Team Player
• Organised
• Good interpersonal details with the ability to adapt style and approach
• Attention to detail and accuracy

Competencies

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

Hybrid working - We adopt a hybrid and flexible working approach, dependent on the requirements of the role and subject to manager approval.

Additional information

For a detailed specification please download the job description in the documents section of this page.

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