Workflow Client Specialist - Day Shift - REMOTE in Newcastle

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.
• Providing 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.
• Providing 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:

• 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.
• Ensuring "best practice" guidelines are followed at all times.
• Liaising with all relevant departments: London, Newcastle, Delhi, Hyderabad, Paris, Virtual Assistant Teams (including EAs and TAs both in London and India).
• Agreeing deadlines and leading on communications direct with clients, together with updating workflow application with all relevant information to each request.
• Managing and leading on communications via Outlook email inboxes and folder structures.
• Actively supporting DPS team by contributing to the completion of tasks/jobs where required.
• Applying software knowledge to all tasks and troubleshooting across GBS.
• Ensuring 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 collaborating and maintaining working relationships with other service centres (e.g., Design, VAs and Print Services).
• Capturing critical management information relating to all work which passes through GBS, using ServiceNow.
• Co-ordinating GLB Exceptional Access/SPM requests.
• Leading with effective and regular co-ordination, to ensure workflow and prioritisation is accurate, including QC'ing across all GBS Hubs.
• Efficiently capturing 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.

Qualifications:

• 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, e.g., 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: The ability to gather and analyse information, utilising the results of that analysis to make effective decisions and find innovative solutions.
• Communicating and Influencing: The ability to communicate clearly, persuasively and with sensitivity, both orally and in writing.
• Commitment and Self-motivation: Commitment to both Clifford Chance and its clients, demonstrated in the drive to improve both quality of delivery and personal performance.
• Leading and Developing Others: The ability to lead and manage others, both by contributing to the vision of the organisation and by enabling others to develop themselves.
• Organising and Managing Resources: The ability to plan and organise self and others effectively in order to meet business priorities.
• Working Relationships: The ability to form working relationships with others, both internally and externally of Clifford Chance, and to use those relationships to benefit both individuals and the Business.
• Organisational/Strategic Thinking: The ability to see the role in the broader context of the Business as a whole and its clients, and to use that knowledge to drive action.

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.

We are looking for people who:

• Can demonstrate a keen interest and enthusiasm to understand clients' priorities;
• Are self-starters but also team players ready to help others and contribute to the success of GBS;
• Listen, question and deliver; and
• Be reliable and responsive and can put the needs of the client first.

In short, we are looking for people who are motivated by client satisfaction and who strive to exceed the expectations of their clients.

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. 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.