At a Glance
- Tasks: Lead and develop a high-performance Client Service Team using data to enhance operational efficiency.
- Company: Join KP Law, a top-tier litigation boutique known for its commitment to diversity and excellence.
- Benefits: Enjoy hybrid working, a discretionary bonus, and a range of health and wellness perks.
- Other info: Be part of a values-led firm that prioritises equity, diversity, and community.
- Why this job: Make a real impact by improving client services in a dynamic legal environment.
- Qualifications: Experience in data analysis within a call centre and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
In 2020, KP Law (previously Keller Postman) is a specialist litigation boutique, focusing on collective redress in a range of cases such as product liability, competition, worker rights, data breach and privacy, and financial services. The firm’s ethos is to combine the best legal talent with a strong operational and UK litigation funder (Legatus Holdings). Claimants are carried out under contingent fee agreements at no cost or risk to KP Law, which was ranked Tier 1 for Group Litigation: Claimant in The Legal 500 UK Guide 2024 and received a commendation for ‘Litigation Boutique Firm of the Year’ at The Women & Diversity in Law Awards.
We are looking for a Client Service Team Manager to join us. This role is highly data-driven and involves working with datasets, ideally within a call-centre or contact-centre environment. Responsibilities include:
- Monitoring client requirements, case progression, and workload data to improve operational efficiency, balance work allocation, and support decision-making.
- Leading, coaching, and developing Client Service Team members to build capability, confidence, and high performance.
- Utilising data to identify friction points and opportunities for improvement.
- Identifying patterns, trends, and anomalies in client behaviour and case data to drive timely intervention, improve case progression, and enhance operational efficiency.
- Supporting the fast-paced delegation and allocation of tasks, ensuring workloads are managed effectively.
- Collaborating with stakeholders across legal practices and cross-functional operational teams to support alignment and collaborative delivery.
- Owning and leading the development, delivery, and continuous improvement of dashboards, reporting, and performance metrics.
- Working closely with the Head of CST, stakeholders, and leadership teams to support continuous improvement.
Proven experience analysing customer or client data in a call centre or contact centre environment is essential, along with:
- Experience with customer segmentation, behavioural analysis, and process design.
- Confidence using reporting tools, dashboards, and data visualisation.
- Strong attention to detail, ensuring the integrity and accuracy of underlying data.
- Excellent communication skills, with the ability to explain data insights clearly to non-technical stakeholders.
- A data-driven and commercially minded approach.
- Experience working with CRM systems and case management tools.
- Knowledge of customer experience (CX) or journey mapping frameworks.
- Advanced skills in Excel, SQL, Power BI, Tableau, or professional services.
Our approach to our people is underpinned by our commitment to equity, diversity, and inclusion. We recognise and nurture talent and have a strong sense of community between colleagues, regardless of status, disability, sexual orientation, or religious beliefs. At KP Law, we pride ourselves on being a values-led law firm, delivering high-quality work with accuracy and attention to detail in everything we do. We hold ourselves and each other accountable for exceptional service, supporting and trusting one another while fostering a mindset that explores creative and practical solutions.
We strive to offer a rounded benefits package, including:
- Annual discretionary bonus scheme
- Company contributory pension scheme
- Hybrid working
- Life assurance
- Cash-back healthcare scheme
- Employee Assistance Programme
- Subsidised gym membership
- Cycle to Work scheme
- Staff referral scheme
Client Services Performance Manager in Liverpool employer: KP Law
At KP Law, we are committed to fostering a dynamic and inclusive work environment that prioritises employee growth and well-being. As a leading litigation boutique, we offer a range of benefits including a hybrid working model, a generous pension scheme, and opportunities for professional development, all while being part of a supportive community that values diversity and high-performance delivery. Join us to be part of a firm that not only excels in legal expertise but also champions the personal and professional growth of its team members.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Performance Manager in Liverpool
✨Tip Number 1
Network like a pro! Reach out to people in the legal and client services sectors, especially those who work at KP Law or similar firms. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by diving deep into KP Law's ethos and recent achievements. Knowing their focus on collective redress and commitment to diversity will show you're genuinely interested and aligned with their values.
✨Tip Number 3
Show off your data skills! Be ready to discuss how you've used data to drive decisions in past roles. Bring examples of dashboards or reports you've created that improved operational efficiency—this is key for the Client Services Performance Manager role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the team at KP Law.
We think you need these skills to ace Client Services Performance Manager in Liverpool
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Client Services Performance Manager role. Highlight your experience with data analysis and client management, as these are key aspects of the job. We want to see how your skills align with our needs!
Showcase Your Data Skills:Since this role is highly data-driven, don’t shy away from showcasing your proficiency with tools like Excel, SQL, or Power BI. Include specific examples of how you've used data to drive decisions or improve processes in previous roles. We love a good data story!
Communicate Clearly:Your application should reflect your excellent communication skills. Make sure to explain your experiences in a way that’s easy to understand, especially when discussing complex data insights. Remember, we’re looking for clarity just as much as we are for technical skills!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at KP Law!
How to prepare for a job interview at KP Law
✨Know Your Data Inside Out
As a Client Services Performance Manager, you'll be working with a lot of data. Make sure you understand the datasets relevant to the role, including client behaviour and case progression metrics. Familiarise yourself with tools like Excel, SQL, and Power BI so you can confidently discuss how you've used them in past roles.
✨Showcase Your Leadership Skills
This role involves leading and developing a team, so be prepared to share examples of how you've successfully coached or managed others. Think about specific situations where you improved team performance or resolved conflicts, and be ready to discuss your approach to fostering a high-performance culture.
✨Communicate Clearly and Effectively
You'll need to explain complex data insights to non-technical stakeholders, so practice articulating your thoughts clearly. Use simple language and relatable examples to demonstrate your ability to bridge the gap between data analysis and practical application in a legal context.
✨Align with Their Values
KP Law prides itself on being values-led, focusing on equity, diversity, and inclusion. Research their ethos and think about how your own values align with theirs. Be ready to discuss how you can contribute to their community and support their commitment to exceptional service.
