Workflow Client Specialist - Evening Shift in Newcastle

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.

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, Elevate.
• 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:

• Operational co-ordination and supervision of Workflow and utilising Workflow Application (Elevate).
• 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, Virtual Assistant Teams (inc. EA's TA's both in London and India).
• Agree deadlines and lead on Comms direct with clients, together with updating Workflow Application with all relevant information to each Request.
• Manage and lead on comms 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 GBS Tracker and any 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 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 Elevate, GBS Tracker and any other ad hoc spreadsheets/databases.

Teamwork:

• Establish and maintain effective communication with all colleagues across GBS.
• Visit India – at least once during an 18 month period.
• 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.

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 develop 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:

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.