Job Details

Birketts is a full service, UK Top 50 law firm. With a heritage spanning 160 years, we have more than 700 lawyers and legal professionals based in Bristol, Cambridge, Chelmsford, Ipswich, London, Norwich and Sevenoaks. We advise businesses, government and public sector organisations and individuals in the UK and internationally across four principal practice groups: Real Estate, Corporate Services, Dispute Resolution and Private Client.

Purpose of Job:

To manage and ensure the delivery of exceptional client services, including overseeing reception and related tasks, client service teams, security, catering, postal services (including DX and couriers), cleaning, and the supply of stationery and consumables in each office. Serve as the primary point of contact for all office needs.

Accountabilities:

• Provide a class leading client service to clients, visitors and colleagues across all Birketts’ offices
• In conjunction with the Operations Manager – Client Services, plan, implement, monitor and maintain policies and procedures and make positive changes where necessary.
• Ensure all offices operate to a high standard in accordance with agreed policies and drive continual improvement of client service and support.
• Responsible for the management, training and personal development of the client service teams (reception and catering services): including appraisals, approving holidays and managing holiday cover.
• Ensure highest quality client service while maintaining the team morale.
• Maintain all client facing areas, meeting and conference rooms to the highest standard and to take the lead on customer/client care issues.
• Manage postal services and deliveries, including incoming and outgoing items and couriers at each office
• Ensure adequate levels of stationery, authorising ad-hoc requests for items, while ensuring adherence to budget.
• Manage in-house catering operations onsite and the provision of external catering suppliers as required across all other offices.
• Establish and maintain appropriate security procedures and systems including digital booking in, access control, ID card distribution, in conjunction with the Operations Manager for Client Services, respond to and report breaches of security.
• In conjunction with the appropriate business services, supervise, liaise and co-ordinate in-house conferences, seminars and events to guarantee the smooth running in all aspects (e.g. catering, A/V equipment, room set up etc).
• Manage and co-ordinate car parking facilities for visitors and clients.
• Liaise with the business systems team to ensure all A/V equipment (laptops, projectors, screen) are available, in good order and all front of house staff are trained to the appropriate standard
• Provide support to the Operations Manager – Client Services and deputise in their absence. Assist in specific projects and tasks as required.
• Implementation and training of the Fisco systems
• Be the focal point / go to person for each office on the Birkett’s estate

Candidate Skills:

• H&S level 3 - managing safely (Essential)
• NEBOSH General Certificate in Occupational Health and Safety or IOSH level 4 or equivalent (Desirable)
• First Aider (Desirable)
• Excellent people management skills.
• Experience in managing and motivating teams.
• Ability to monitor and improve the customer service experience.
• High standards of presentation and customer service management.
• Ability to implement change in a fast-moving corporate environment
• Demonstrate team building and training and development.
• Ability to multitask, prioritise, delegate, lead, motivate and inspire the team.