Client Service Excellence Executive
- Recruiter
- Eversheds
- Location
- Leeds, West Yorkshire (GB)
- Posted
- 14 May 2015
- Closes
- 02 Jun 2015
- Ref
- 1463418
- Vacancy Type
- Solicitors, Private Practice
- Contract
- Contract
- Hours
- Full Time
- Practice Areas
- Other
- Experience Level
- Junior Level, Mid Level
About Eversheds
The Eversheds marketing team is widely recognised as challenging the paradigm of traditional law firm marketing. Join us if you thrive in an environment where you are genuinely empowered to lead and deliver on highly strategic and innovative client-facing programmes and projects. You will be dealing with some of the world's top business names working alongside some of the world's leading lawyers, exploiting your professional knowledge and experience. Every day is different but every day is satisfying.
Key responsibilities:
· Analysis and reporting of client feedback data
· Production of spreadsheets to enter, edit and organise numerical and other data, using filters and pivot tables
· Use of word processing software to format and present high quality documents
· Management of a diary system
· Development of high quality presentations
· Management of customer databases including updates and auditing
· Organisation of customer service information and data
· Planning and organisation of internal and external meetings
· Management of website pages including content
· Management of online campaigns
· Producing content for newsletters
· Attendance at meetings
· Offering recommendations on process improvements
Specific tasks
Administering the client service excellence (CSE) programme – working with a senior partner and partner champions to ensure every individual in the firm in the different departments is aware of the importance and impact of CSE (Practice Groups, Quality, Facilities, Finance, Learning & Development, HR); and augmenting our current service levels to clients – attending the meetings, providing any relevant materials and updating the agenda if required.
Managing the data processing involved on the client database, including the provision of sample to the agency, and the management of data from the agency – providing weekly data to the agency and other administration of the data sample including requests for status updates and next steps where required; working with our IT expert to monitor the automation process and highlight any issues or changes required; updating the folders on the database to keep the data current.
Acting as liaison point between the firm and the agency – coordinating communication between the fee earning teams and the main point of contact(s) at the agency.
Providing analytical support to the Senior Marketing Manager (and other managers) spotting trends / issues etc through simple analysis) – reporting on the various themes as required.
Managing reporting of client feedback to the firm, liaising with other third party agencies as required – includes distribution of feedback, working with our offshore team on the monthly and quarterly reporting – quality checking and updating the reports and distributing, logging of follow up, independent reviews (IRP) and informal feedback on the database, providing lists of names for the individual reports for promotion process, and individual reports for the appraisal (PDR) process and quality checking the results; supporting the internal communications initiatives and working with the Internal Communications team as required (eg speaker’s corner, firmwide news on our intranet pages (Insite), newsletters; updating the CSE pages on Insite with results, presentations, contact details and client programme information.
Providing support and training on the CSE programme to colleagues – training is predominantly for Marketing colleagues, but support also includes other colleagues in the firm to help with guidance for submitting surveys or the process involved.
Working with our offshore team to organise and assist with the analysis of the surveys where required, if the standard reports from the system are not sufficient.
Skills and experience:
· Ability to communicate effectively with members of staff and senior management across the firm
· Adherence with all company processes and procedures including health and safety, data protection and equality and diversity.
· Respect for confidentiality
· Ability to plan, prioritise and be accountable for own work
· Agreement of development needs using feedback and a learning plan to evaluate and improve performance
· Respectful of others
· Ability to meet deadlines
· Good time-keeping
Key competencies:
Essential:
· Basic level of numeracy and literacy
· Strong interest in:
· Gaining employability training
· Gaining Marketing knowledge and skills
· Marketing
· Ability to work with colleagues – earning their trust and respect
Qualifications:
· GCSE English and Maths
· A-Levels
We're a modern, progressive law firm. We think differently and we've built a culture where individual skills and personalities can shine through. At Eversheds, we believe that innovation comes from a culture of genuine equality and diversity and we are happy to discuss any reasonable adjustments individuals may require in the recruitment process, or once in post.
Eversheds endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Eversheds operates within a preferred supplier list.
Salary range:
Competitive