The Internal Client Services (ICS) team aim to deliver excellent secretarial, administrative and facility support services across the Firm which in turn underpins the service we are able to give to our 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 then made up of Client Services Leads, Client Services Personal Assistants (CSPAs), Client Document Specialists (CDS) and Client Services Administrators (CSA).
The CSA team operates as part of a centralised hub, providing dedicated support to all practice areas across the office. The team is overseen by a Client Services Lead who offers line management support and ensures that the service delivered consistently meets the Firm’s high standards of excellence. This structure ensures that CSAs are fully utilised, gaining valuable exposure to a wide range of legal practice areas and business functions. In turn, this fosters their personal growth and professional development over time.
Roles and Responsibilities:
• Proactively develop solutions to ensure a consistently exceptional service experience. • Customer Service Excellence
- Provide timely and relevant updates to our internal clients on the progress and status of tasks.
- Collaborate with our internal clients to offer support and guidance wherever possible.
Administrative Support:
- Manage internal and external post deliveries and arrange courier services as required.
- Oversee file closing procedures, including archiving and retrieval processes.
- Handle tasks such as photocopying, printing, scanning, binding, and filing.
- Assist the Finance team by accurately submitting receipts, cheques, and invoices within the financial system
- Submitting 3E payment requests & expected funds forms
- Producing court bundles alongside the CDS team
- Maintaining and updating client-specific records as required.
- Conducting basic Land Registry searches.
- Retrieving company details (e.g., registration numbers, addresses, directors) from Companies House.
- Ad-hoc projects upon request as needed.
- Completing other practice-specific administrative tasks as needed.
General Responsibilities:
- Comply with all relevant legal and regulatory obligations including the Solicitors Regulation Authority (SRA) Standards and Regulations, and Principles.
- Undertake ad hoc duties as requested to meet business needs.
Person specification
- A minimum of 6 months administration experience.
- GCSEs graded A to C to include maths and English (or equivalent level of qualification).
- Solid customer service centric experience and work ethic.
- A strong customer service ethos, with a proactive and solutions-focused approach.
Competencies
- Excellent verbal and written communication
- Proactive Team Player, able to work as part of a team in a fast-paced, deadline driven environment
- Good interpersonal details with the ability to adapt style and approach
- Attention to detail and accuracy
Hybrid working - We adopt a hybrid and flexible working approach, dependent on the requirements of the role and subject to manager approval.
For a detailed specification please download the job description in the documents section of this page.
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