Client Services Solicitor (Non-Practising role)
We are looking for a qualified solicitor of ideally at least 10 years PQE to take on a key role as Client Services Manager within our Client Services team. This is an exciting non-practising client account management role where you will join other highly experienced lawyers in ensuring our clients enjoy a great experience with us.
The successful candidate will play a key part in the firm’s growth journey and be involved in several aspects of the business relating to Client Services and supporting our solicitors, business development and marketing teams.
The role is full-time and will be home-based with occasional travel for team and client meetings at one of our offices.
Who we are
Harper James is a growing and ambitious commercial law firm like no other. Forget any misconceptions you may have, we’re not stuffy or inhibited by traditions.
Founded in 2014, our purpose is as strong now as it was then – to enable growth-oriented businesses to succeed through delivering top-quality legal services by acting as partners in our clients’ journeys while our people enjoy a true work-life balance.
Harper James continues to grow at c40% + year on year. This year, more than 150 people will support 4,000+ businesses and we expect to double our turnover over the next two years.
Remote working
We offer truly remote working with access to meeting space in Birmingham, Cambridge, Cardiff, London, Manchester, Oxford, Sheffield and Southampton.
We work really hard to ensure everyone in our Client Services team feels part of a team so they can collaborate, share ideas and enjoy each other’s company.
Our remote set up allows our people to work from wherever they want, offering them the flexibility they need, for whatever reason.
What does our ideal candidate look like?
You must be able to effectively manage, build and nurture successful client relationships and enjoy doing so. You will have a genuine interest in entrepreneurs, early stage and established growth businesses and a desire to understand and help those businesses deal with the opportunities and challenges (legal and otherwise) they typically face. A positive, proactive and can-do attitude is essential, along with a clear understanding of and commitment to the provision of best-in-class client service. You will enjoy working within a team but be happy to operate independently.
Key responsibilities
- Client account management - including meeting with/speaking to our clients regularly to obtain feedback on our services; gain a deep understanding of their business; identify and discuss additional legal needs to encourage more uptake of our services and products; and triage new instructions.
- Acting as a professional and responsive contact point for clients and building positive long-lasting relationships.
- Arranging, preparing for and attending client calls/meetings, client reviews and catch-ups - documenting relevant points in our CRM system and dealing with any follow-up actions.
- Dealing with requests from clients to renew, terminate and/or amend their terms of engagement with the firm.
- Addressing and seeking to resolve any client issues and complaints, including liaising with the firm’s solicitors and Risk and Compliance team as appropriate and assessing the need to inform insurers.
- Supporting the induction of new joiners at Harper James and helping with their queries relating to clients, instructions, service plans and invoicing.
- Supporting other members of the Client Services and Account Management teams by answering queries and providing support when team members are absent, including managing the Client Services’ inbox and dealing with the allocation of new instructions to appropriate solicitors.
- Capturing and sharing valuable know-how, leveraging insights from client feedback to improve Harper James systems and processes and/or to inform the firm’s marketing and business development plans and activities.
- Liaising with the firm’s solicitors to better understand their areas of expertise, raise awareness of the role and responsibilities of the Client Services team, pass on client feedback and support the team by providing a second opinion if needed.
- Supporting the firm’s marketing efforts by identifying and sharing marketing opportunities for particular clients and/or sectors.
- Dealing with any legal and commercial conflicts if they arise, involving our Risk and Compliance team if appropriate.
- Recommending improvements/changes to Harper James systems and processes.
- Inputting into the digital and technological evolution of Harper James as we strive to be at the forefront of digital transformation within legal services.
Desired skills and experience
- We are looking for a commercially focused, qualified lawyer (ideally from a corporate or commercial background).
- Knowledge of/expertise in the typical commercial and funding needs of early-stage businesses would be an advantage, as well as experience of working with well-established businesses.
- An interest in the world of entrepreneurs, business start-ups, early stage and established growth businesses and a desire to understand and help those businesses deal with the challenges (legal and otherwise) they typically face.
- Excellent interpersonal skills with the ability to manage and enhance client relationships.
- Excellent communication and organisational skills and an ability to work at pace.
- Interest in/experience of data analysis to assess the success of your own input and that of the Client Services team, in increasing the profitability of the firm.
- Ability to influence others (including solicitors) to provide exceptional client service to increase positive client satisfaction reviews.
- Excellent IT skills and a detail-orientated approach to your day to day work.
The bottom line
- A working environment and an opportunity that is radically different to the norm.
- Being part of a great team of people who are all passionate about excellent client service and who all play a fundamental part in the success and continued growth of the business.
- The opportunity for you to evolve your career and be part of an exciting, disruptive and fast-growing business.
- High level involvement with a huge variety of clients in cutting edge businesses.
- An environment with no politics, no bureaucracy.
- Competitive salary.
- 33 days holiday, including public holidays with an option to buy up to 5 additional holiday days a year (FTE)
- Other benefits including private healthcare, death in service benefit, electric car scheme etc.
NO AGENCIES PLEASE
