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Workflow Client Specialist - Evening Shift

Company Description

Who we are

We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise.

Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That’s why we’re so proud of our inclusive, friendly, and team-based approach to work.

Our one firm global strategy is focused on targeted growth led by the needs of our core clients, those who we can best support with the breadth and depth of Clifford Chance expertise, across the sectors and geographies, which matter most to them.

You’ll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they’ve reached out to us, we provide a world-class service every step of the way. And that’s possible thanks to the entrepreneurial spirit and conscientious approach to work that you’ll find across all of our teams.

Whichever area of the business you join, you’ll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.

Job Description

We are currently recruiting for a Workflow Client Specialist for the evening shift 16.00-00.00 Monday to Friday, please only apply if you can work this shift. This is a full time position 5 days per week, not freelance. Due to the nature of this role, it is recognised that it can be performed mostly remotely with the expectation of coming into the Newcastle office as business needs require.

The role The purpose of this role is to take responsibility for the co-ordination & supervision of workflow for Global Business Support 'GBS' Document Production 'DP' teams in London, Delhi, Hyderabad and Newcastle for the provision of a 24x7 Global service.

Responsibilities include leading and delivering on ensuring workflow is efficient and accurate, championing quality and consistency. Provide first level support where hours permit. Accurate input and administration of the workflow tool, ServiceNow.

Ensuring all relevant information is accurately logged and maintained. Estimations, deadline management and document security. Provide the first level support for all client and team queries during this time in relation to all work and workflow related issues, escalating to the GBS Management team as required.

What you will be responsible for

Workflow & Administration

Role to be performed in conjunction with Workflow Client Specialists in all GBS locations.
Operational co-ordination and supervision of Workflow and utilising Workflow Application (ServiceNow).
Working seamlessly with the Firm's document management system, iManage, for document retrieval and return to system.
Leading with the management of estimating, deadlines, capacity planning and allocating to Document Production Specialists.
Ensure "best practice" guidelines are followed at all times.
Liaise with all relevant offices/ colleagues:
- London
- Newcastle
- Delhi
- Hyderabad
- Paris
- Virtual Assistant Teams (inc. EA's TA's both in London and India)
Agree deadlines and lead on communications direct with clients, together with updating workflow application with all relevant information to each request.
Manage and lead on communications via Outlook email inboxes and folder structures.
Actively support DPS team by contributing to the completion of tasks/jobs where required.
Applying software knowledge to all tasks and troubleshooting across GBS.
Ensure any relevant GBS work trackers, feedback logs, and shift handovers are detailed and accurate including all WIP information.

What you will do

Client Services

Deliver exceptional customer service.
Leading as first point of contact on client communications (queries, logging jobs and projects/work, monitoring progress of projects/work).
Understanding of work and projects to ensure accurate prioritisation and judgement, where applicable.
Ensuring all communications are efficient, timely and accurate across GBS.
Actively collaborate and maintain working relationships with other service centres (e.g., Design, VAs and Print Services).
Capture of critical management information relating to all work which passes through GBS, using the Workflow Application.
Co-ordination of GLB Exceptional Access/SPM requests.
Leading with on effective and regular co-ordination, to ensure workflow and prioritisation is accurate, including quality control across all GBS Hubs.
Efficiently capture information within ServiceNow, GBS trackers and any other ad hoc spreadsheets/databases.

Teamwork

Establish and maintain effective communication with all colleagues across GBS.
Undertake ad hoc duties as requested by the GBS Managers.
Applying relevant software knowledge to all tasks.

Qualifications

Your experience

High level customer focus.
Ability to prioritise under pressure and manage deadlines.
Ability to work as part of a team but also in a silo capacity.
Excellent communication and interpersonal skills.
Proven experience in a Workflow role, preferably a DP environment.
Possess a critical eye in terms of accuracy.
Up-to-date experience of Microsoft Suite, eg: Word, PowerPoint, and Excel to MS Office 365 Associate level.
A degree of flexibility is required.
Excellent written English and proofing skills.

Additional Information

Hybrid working

Due to the nature of this role, it is recognised that it can be performed mostly remotely with the expectation of coming into the office only as business needs require.

How we will support you

From your first day with us, you will have varied opportunities to continuously grow and development your skills and knowledge. From formal training, informal coaching and mentoring through to skills-based and technical training and on the job learning.

What we offer including our broad range of benefits and working environment

When you join Clifford Chance, you will have access to a broad range of benefits to support you across many aspects of your personal and professional life including financial, wellbeing, lifestyle, and family friendly benefits. For more information on what we offer specifically in the UK, please visit our What We Offer page on our career site.

Equal opportunities

At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm.

Find out more about our inclusive culture here.

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