Client Services Executive (formerly 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.

What are we looking for?

This role will support matter supervisors (partners, special counsel, some consultants) and tasks required by other fee earners working with the matter supervisor. The role will assist in supporting the divisional support hub in the office two days per week, one fixed and one flexible day. It is expected that the successful candidate will need to develop, mentor and train the other divisional client services members, including Admin Assistants, as appropriate, and will also delegate tasks where appropriate to other resources including Client Services Specialists (CSSs) and Client Services Coordinators (CSCs). 

The Business Division consists of a variety of teams.  We are currently looking for someone to support matter supervisors in our Corporate and Real Estate Disputes teams.   Our Real Estate team offers insight and guidance on day-to-day real estate investments, as well as complex development projects and real estate disputes and our Corporate team has the depth and diversity of knowledge to advise on issues that arise over the entire life cycle of a company, from securing investment, to completing mergers and acquisitions.

This is an exciting role for a good communicator with a high level of interpersonal skills.  The ideal candidate will be a self-starter, 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 role will be categorised as 'Mobile' in line with the firm's Mobile Working policy.

Areas of focus and responsibilities:

• Fully assisting matter supervisors as well as their clients, including client and contact liaison by email, telephone and all others forms of communication.  This will include in-person engagement with clients e.g. by attending meetings when required, telephone call handling and fielding calls when requested.
• Acting as a best practice role model to CSSs and CSCs including providing in-office support and guidance to junior members of staff and mentoring Admin Assistants by covering the Divisional Support Hubs.
• Ensuring client service is maintained by dealing with tasks delegated by fee earners working with the matter supervisors on client matters. 
• Undertaking confidential and management tasks when necessary.
• Providing practice support such as: creating first drafts of certain team specific forms and documents; drafting and amending correspondence and emails; researching client files; undertaking certain team specific tasks including checking availability of Counsel etc, delegating to CSSs and CSCs where relevant.
• Proactively supporting matter supervisors in their client practice and, where relevant, management tasks.
• Arranging conference/video cons whether by Zoom, MSTeams or other means ensuring that all necessary delegation has been given to hosts.
• Proactively managing in-boxes ensuring any urgent messages are flagged or passed on as appropriate, especially during matter supervisors' absences.
• Proactively managing calendars having regard to any appointment clashes, travel times and differences in time zones.
• Ensuring e-files are kept up to date, with assistance from CSSs and CSCs, this includes filing incoming post (digital mailroom).
• Assessing physical mail and documents giving instructions relating to destruction or archiving.
• Ensuring the firm's client relationship management system (InterAction) is an effective business tool by updating it regularly with relevant activities, appointments and changes of address, email, telephone numbers, 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 give partners and fee earners access to client intelligence when undertaking targeted campaigns or events.
• Collaborating with marketing team to assist with marketing event coordination, organisation and management as well as managing and helping to implement matter supervisors' Business Development plans
• Arranging travel and hotel booking with associated transfers and itineraries which includes liaison with firm’s travel agent to ensure most cost-effective travel options are obtained
• Delegation and coordination of tasks to all appropriate resources – including guidance and coaching.
• Pro-active and eager in approach to learning, being supportive of change within the organisation.
• 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.

Skills and attributes

• Previous experience working in a law firm with the ability to use your initiative to pick up unfamiliar work quickly and be proactive Strong verbal and communication skills
• Exceptional delegation and collaboration skills
• Strong IT skills with the ability to use both existing and new tools and technology
• Advanced working knowledge of Microsoft Office packages (Word, Excel, Outlook, Teams)
• Exceptional service delivery skills
• The ability to maintain your professionalism and seek to continuously update and develop your personal knowledge and skills
• A calm nature, with the ability to work under pressure and to tight deadlines 
• A professional, willing and proactive approach, with a keen attention to detail 
• Additional skills may be required depending on practice area 

The Essentials

• 9.30am to 5.30pm but flexibility is a must
• 12 week probation period
• 4 weeks’ notice period
• Flexible benefits package including pension, private medical, season ticket loan, subsidised gym memberships, lifestyle discount 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