Client Services Manager (Lawyers Team) - London or Manchester London, England
Job description
Flex Legal is an entrepreneurial business that counts many of the world’s leading companies and law firms as its clients. It has won multiple awards and has retained the spirit and excitement of a growing start-up.
The company’s passion is in supporting people to have fulfilling careers in the legal profession. Their main ways of doing this are through helping junior talent to find work placements to build up their experience and senior lawyers to work more flexibly and with a wide range of clients and teams.
Defined as one of the top Alternative Legal Service Providers, with a well-recognised brand and strong market perception, the company has three main offerings. The historic and largest offering is the resourcing and matching of paralegals for law firms and in-house legal teams through the Flex proprietary platform. The second offering, which was started in 2019 after their paralegals started qualifying and coming back for help, is providing lawyers on an interim basis to legal teams with capacity/skills gaps. Finally, the most recent expansion has been Flex Trainee - a social mobility initiative to help aspiring lawyers to qualify in-house via the SQE. This works through the model, Recruit-Train-Deploy, and is at an exciting stage where Flex Legal has just found product market fit and placed 28 trainees into large corporates within year one.
Flex Legal is incredibly proud of the culture of the business and places a big emphasis on its values of being Positive, Responsive and Human.
THE ROLE
The Client Services Manager will report to the Head of Lawyers and will be a key member of the Flex Lawyers team. The role will be responsible for:
Identifying, screening and onboarding candidates to join the Flex platform
Building strong relationships with clients and candidates
Dealing with client requests in accordance with Client Services Team (CST) processes and SLAs
Negotiating key commercial terms with clients
Contributing to the delivery of quarterly OKRs for Lawyer team
Contributing to the delivery of revenue/margin targets for Lawyers team
Supporting the Head of Lawyers with hiring and onboarding of additional team members
Key escalation point in Lawyers team for resolving client/candidate issues and team queries
Contributing to the design and implementation of best practice for client services
Working closely with other Flex teams, including Sales/Marketing/Tech/Finance
Supporting with strategic projects relating to Lawyers
Maintaining awareness of the competitive market landscape and industry developments relevant to the Lawyers team
Attending networking and other events (virtual and/or in person)
The Client Services Manager will be an energetic team player with strong EQ and a passion for delivering great outcomes to Flex’s clients and candidates. They will be able to think on their feet and be adept at solving problems. With a commercial mindset, and excellent communication skills, the Client Services Manager will play a pivotal role in supporting the Head of Lawyers team and in guiding Client Services Associates in the Lawyers team.
BENEFITS
Competitive salary
Private healthcare (following successful completion of 3 month probationary period)
25 days annual leave, plus Bank Holidays
Hybrid working, with vibrant office based just off Bermondsey Street in London - we are committed to being an inclusive employer and welcome discussions about flexible working.
Cycle to work scheme
Enhanced parental leave pay
Generous nursery benefit (subject to scheme’s eligibility criteria)
£200 annual development budget for personal/professional development
£200 allowance towards home office equipment
Employee Assistance Programme
If you require any adjustments or additional support during the recruitment process for any reason, please let us know at any stage.
Flex Legal is looking for someone who is:
Passionate about the company’s values of positivity, responsiveness and being human
An emotionally intelligent team player
Adept at juggling competing demands and managing a varied workload
Proactive and able to take initiative for the benefit of the team and/or clients/candidates
Able to solve problems and make effective and timely decisions based on the knowledge available
A strong communicator, confident at presenting and selling the company and Flex On Demand to clients, including lawyers and other senior stakeholders
Familiar with the legal and/or recruitment industries (experience in legal practice desirable but not essential)
