Client Services Specialist (formerly secretary/PA)

About Withersworldwide

A law firm focused on people and collaboration. For the past 125 years, Withers has supported some of the world's most remarkable people and organisations at defining moments in their lives. We are the only international law firm focused on successful individuals and private capital, working closely with founders, investors and family offices. We also advise governments, charities, global brands and start-ups of all shapes and sizes. Many of our clients are shaping the future and creating solutions to tackle many of the world's problems.  It makes for a fascinating and challenging practice. Our role is to get to know each individual client, find out where they want to be, and help them to get there – whether they are building a business, looking after their family, involved in a complex dispute or protecting their finances for the future. To meet their unique needs we are exceptionally collaborative, working together across teams and time zones. We are agile, focusing on strategy rather than rigid ideas and traditional hierarchy. It is a truly flexible working culture that puts people first. Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself.

The Role

This role will be the first point of contact to fee earners in the Dispute Resolution Division, acting as a gatekeeper and working as part of a team of Specialists and Coordinators providing support and assistance across the Division.  This is an exciting role for a good communicator with a high level of interpersonal skills.  The ideal candidate will be a self-started, be very organised and accurate with excellent attention to detail, you will need to be an efficient worker and team player who is extremely flexible, can prioritise, multi-task and remain calm under pressure.

The Dispute Resolution Division consists of the following teams: Family, Trust and Inheritance Disputes, Employment, Litigation, Arbitration, Reputational Management and White Collar Disputes Investigations.

The role will be categorised as 'Mobile' in line with the firm's Mobile Working policy.  

Areas of focus and responsibilities (not an exhaustive list):

This role will be working with multiple stakeholders across the business providing an experienced level of support to clients and fee earners, including but not limited to the below tasks:

• Assisting fee earners and clients as part of a team of Specialists and Coordinators. 
• Proficient in document creation and/ or communication work including running comparisons using Litera software (comparison tool), converting documents (e.g. from pdf to Word or vice versa), amending correspondence and emails, creating and updating tracker documents and spreadsheets.
• Supporting with team specific tasks such as creating and preparing court bundles in advance of electronic bundle creation by the document production centre (DPC) and uploading court papers where relevant and other team specific tasks delegated either by fee earners or Client Services Executives.
•  Assisting fee earners in locating documents by researching e-files and searching in the firm's document management system (iManage) as necessary.
• Checking fee-earner in-boxes during their absence due to holiday, sickness, part-time working etc if required.
• Working with Client Services Coordinators (CSCs) and Admin Assistants to ensure e-files are up to date and items are filed in the correct folders, providing guidance where appropriate.
• Assisting the Client Services Executives generally and completing any tasks which may be delegated by them as well as covering during absences when required.
• Dealing with electronic signature requests.
• Diary management.
• Setting up Zoom/Teams or video conference meetings.
• Assisting with updating the firm's client relationship management system (InterAction), including updating telephone numbers and email addresses and any amendments that may be needed to existing entries, ensuring that duplication is avoided. This involves the collecting and maintaining of client relationship data and accessing this data to support fee earners in being able to cater for their clients' needs. Working with the marketing team to help fee earners to access client intelligence when undertaking targeted campaigns or events.
• Creating and updating tracker documents – including marketing trackers.
• Organising internal events and team meetings for teams and the division.
• Promptly answering all calls, taking complete and detailed messages. 
• Collaborating with the marketing team on pitches, liaising with DPC to ensure they are standardised, creating and populating marketing lists and assisting with external and internal activities and events as well as assisting with LinkedIn and other social media as requested. 
• Coordinating business development and travel activities for the Division.
• Collaborate with all Business Support teams.
• Completing tasks in priority order and regularly checking the group inbox to ensure no tasks are missed and all deadlines are met. Escalating any issues to the Divisional Supervisor as necessary.
• Providing ad hoc cover for partners and providing guidance for Client Services Coordinators when they require assistance.
• Pro-active and eager in approach to learning, being supportive of change within the organisation and continuously developing knowledge of specialisms within the team.
• Keep up to date with latest technologies, including awareness of AI.

This list of duties and responsibilities is not exhaustive.  It is intended to describe the general content and requirements for the performance of this job and, as such, the role may include the undertaking of additional tasks as required.

To be successful in this role, you must be able to demonstrate:

• Previous experience working in a law firm with the ability to use your initiative to pick up unfamiliar work quickly and be proactive.
• Excellent verbal and written communication skills
• Collaboration and team working attributes with a flexible and co-do attitude and approach
• Strong IT skills with the ability to use both existing and new tools and technology
• Expert working knowledge of Microsoft Office packages (Word, Excel, Outlook, Teams)
• A self-starter who is competent to work independently
• A calm nature, with the ability to work under pressure and to tight deadlines 
• A professional, willing and proactive approach, with keen attention to detail 

The Essentials:

• This role will be categorised as 'mobile' under firms mobile working policy.
• 9.30am to 5.30pm but flexibility is a must
• 12 week probation period
• 4 week notice period
• Flexible benefit package including pension, private medical insurance, denplan, season ticket loan, discounted gym membership, lifestyle discount scheme, the ability to buy and sell holidays, flu jabs, doctors consultation service, cycle to work scheme, on site café plus more

Information for Recruitment Agencies

Withersworldwide endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Withersworldwide operates a preferred supplier list and will not be accepting unsolicited applications from non-PSL agencies for this role.

Equal Opportunities Employment Statement 

It is the policy of Withersworldwide 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 age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality and ethnic and national origin), religion or belief, sex or sexual orientation.