Client Services Team Lead - #2158698

The Firm

Join a fast-growing law firm transforming group litigation.

KP Law is not your typical law firm. We believe what we are doing is unique in the Group Action claim space and sets us apart from our competitors

We represent more than 500,000 clients across large-scale group action claims, combining legal expertise, smart processes and cutting-edge technology to deliver exceptional outcomes and client experiences.

We’re now looking for a Client Services Team Lead to help drive the next phase of our, shaping the way we work.

If you enjoy solving problems, leading collaborative teams, and delivering meaningful change in a fast-moving environment, we’d love to hear from you.

The Role

As our Client Service Team (CST) Lead will act as the primary point of contact for our specialist claims. Your role will include, but is not limited to:

• Acting as the specialist point of contact with the Client Service Team (CST)
• Monitor and manage related CST processes and procedures to ensure all service level agreements (SLAs) are met and clients receive a consistent, high level of care.
• Working with the CST Manager and Head of CST, create and maintain accurate management information in relation to the performance of the relevant CST area to support workflow planning, performance and quality assessments.
• Act as a point of escalation for client queries, providing subject matter expertise and technical advice on complex queries.
• Work with the CST Manager and other CST Leads to devise and deliver training to ensure the team consistently delivers a professional and high-quality service to all clients.
• To coach, inspire and develop technical excellence and quality in everything we do, via audits, 121s, mentoring and general support.
• Pro-actively identify areas for improvement and work with CST team and wider business to implement positive change.
• Participate in senior management team meetings; Reporting and gathering data

Person Specification

Experience

• Previous experience working as a Senior / Specialist Client Service role in a client focused or similar environment.
• Previous experience of providing client service via telephony, email, and social media channels to the public.
• Experience of using case management / CRM / client databases or systems.

Skills

• Client-centric approach with the ability to understand different client needs and deliver the right solution.
• Ability to communicate clearly and concisely to deal with difficult and sensitive situations in an appropriate manner.
• Highly organised with excellent planning skills and strong attention to detail. 
• Outstanding analytical, innovation, critical thinking, and problem-solving skills.  
• Excellent communication and interpersonal skills with the ability to work effectively as part of a team and under your own initiative.  
• Continuous improvement mindset with a willingness to embrace change. 
• Highly self-motivated with the ability to meet multiple, tight deadlines in a fast-paced dynamic environment with consistently high levels of performance.
• Unfazed by new issues / problems – willing to think logically and provide solutions, even when dealing with issues which are novel.  
• MS Office skills in Word, Outlook, PowerPoint and Excel

Equal Opportunities

Our approach to our people is underpinned by our commitment to equity, diversity, inclusion and well-being. Our ambition is to build a richly diverse workforce made up of the best talent in our industry. With a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues.

This means that everyone who either applies to or works for KP Law is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation, or religious beliefs.

Our Values

At KP Law, we pride ourselves on being a values-led law firm.

Excellence in Everything

• We deliver high-quality work, ensuring accuracy, and attention to detail in everything we do.
• We seek continuing competence by embracing feedback, learning from our experiences and that of others, and developing our expertise.
• We hold ourselves and each other to account for upholding the highest professional standards, ensuring our clients receive exceptional service.
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Together We Achieve More

• We collaborate openly, valuing and respecting diverse perspectives to achieve the best results.
• We support and trust one another, fostering an inclusive environment where everyone can contribute and thrive.
• We recognise that success is a team effort, sharing knowledge and celebrating each other’s achievements.
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There’s Always a Way

• We approach challenges with a positive and proactive mindset, exploring creative and practical solutions.
• We take ownership of problems, staying committed and resilient until we achieve the best outcome.
• We embrace change and adaptability, seeing obstacles as opportunities to improve and innovate.

Our Benefits

We offer an attractive benefits package, that employees value, no matter what stage of their career they are in. Current benefits include:

• Annual discretionary bonus scheme
• Company contributory pension scheme
• Hybrid working
• Life assurance
• Cash-back healthcare scheme
• Enhance family friendly polices
• Employee Assistance Programme
• Subsidised gym membership
• Cycle to Work scheme
• Staff referral scheme