Workflow Client Specialist - Day Shift - REMOTE in Newcastle upon Tyne

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.

We are currently recruiting for a Workflow Client Specialist for the day shift (08:00-16:00) 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 purpose of this role is to take responsibility for the co-ordination & supervision of workflow for GBS DP teams in London, Delhi, Hyderabad and Newcastle for the provision of a 24-7 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.

Key responsibilities

• Workflow & Administration

Role to be performed in conjunction with Workflow 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 departments: 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 trackers, feedback logs and shift handovers are detailed and accurate including all WIP information.

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 ServiceNow. Co-ordination of GLB Exceptional Access/SPM requests. Leading with on effective and regular co-ordination, to ensure workflow and prioritisation is accurate, including QC'ing across all GBS Hubs. Efficiently capture information within ServiceNow, GBS Tracker 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.

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.

Firm's competencies are as follows

• Analytical Thought and Problem Solving
• Communicating and Influencing
• Commitment and Self-motivation
• Leading and Developing Others
• Organising and Managing Resources
• Working Relationships
• Organisational/Strategic Thinking

Client Focus

At Clifford Chance, we believe in bringing the client - both internal and external - to the centre of everything we do. To do this we need to understand, anticipate and fulfil the unique needs and expectations of each client. We call this "Client Focus" and to help deliver this core part of our business strategy, we want to recruit people who not only excel in their field but who are also client focused.

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.

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.

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.