Client Services Solicitor

Harper James is a national commercial law firm designed to support entrepreneurial businesses from start-up to exit. We aspire to disrupt the model for which legal services are provided to businesses. The firm’s innovative approach to delivering highly tailored and accessible legal advice is considered genuinely different to the establishment.

Harper James was founded in 2014 and continues to grow at c40%+ year on year. This financial year, more than 120 people will support more than 2,500 businesses and our turnover will exceed £13m. We expect to double in size over the next 3 years.

Our team usually work remotely but have access to meeting space in Birmingham, Cambridge, London, Manchester, Oxford and Sheffield.

We work really hard – and are doing more – to ensure our team still feel part of a team so they can collaborate, share ideas and enjoy each other’s company. The remote set up allows people to work from wherever they want, to give people the flexibility they need, for whatever reason. But, we want people to feel that they belong to an ambitious company and that their contribution towards our growth is recognized individually and as a team.

You must be able to manage, build and nurture successful client relationships and enjoy doing so. You will genuinely enjoy developing and supporting client relationships and not be afraid to suggest new ideas and approaches. A positive, can-do attitude is essential, along with a clear understanding of and commitment to the provision of best-in-class client service. You will enjoy working within a team but be happy to operate independently.

Key Responsibilities

• Client account management – this will involve meeting with/speaking to clients regularly with a view to obtaining feedback on our services, gaining a deep understanding of their business, identifying and discussing additional legal needs to encourage more uptake of our services.
• Present a professional and responsive contact point for clients, in order to build positive long-lasting relationships.
• Arranging and attending client introduction calls/meetings, client reviews and catch-ups – documenting important points in our CRM system and dealing with any follow up actions.
• Introducing new clients and contacts to Harper James and to relevant Harper James’ solicitors
• Receive new instructions and identify solicitors within the team with the relevant expertise and availability – pass on instructions and introduce the client to the relevant solicitor(s).
• Encouraging clients to take up legal products provided by the firm
• Dealing with requests from clients to renew, terminate and/or amend their terms of engagement with the firm and handling all manner of client queries and complaints.
• Supporting the process of solicitors joining and leaving Harper James; ensuring an appropriate supply of work; helping with queries relating to clients, including instructions, service plans, and invoicing.
• Capturing and sharing valuable know-how, picking up on client feedback and using it to improve Harper James systems and processes or to inform the firm’s marketing and business development plans and activity.
• Liaising with the Harper James solicitors to better understand their areas of expertise, raise awareness of the role and responsibilities of the client services team, pass on client feedback and support the team by providing a second opinion if needed.
• Liaising with Harper James’ marketing team about possible marketing opportunities for particular clients and/or sectors.
• Assess client satisfaction and deal with client complaints. Following up complaints with the client and seek to resolve. Assessing the need to inform insurers and liaising with solicitors and insurers as necessary.
• Dealing with legal and commercial conflicts as they arise, involving our Risk and Compliance team if appropriate.
• Recommending improvements/changes to Harper James systems and processes.
• Input into the digital and technological evolution of Harper James as we strive to be at the forefront of digital transformation within the legal service space.

Desired Skills and Experience

• We are looking for a commercially focused, qualified lawyer (ideally from a corporate or commercial background).

• Knowledge of/expertise in the typical commercial and funding needs of early-stage businesses would be an advantage, as well as experience of working with well-established businesses.

• An interest in the world of entrepreneurs, business start-ups and early stage growth businesses and a desire to understand and help those businesses deal with the challenges (legal and otherwise) they typically face.

• Excellent interpersonal skills with the ability to manage and enhance client relationships.

• Excellent communication and organisational skills.

• Interest in/experience of data analysis to assess the success of your own input and that of the client services team, in increasing the profitability of the firm.

• Ability to influence others (including solicitors) to provide exceptional client service to increase positive client satisfaction reviews.

• Excellent IT skills and a detail-orientated approach to your day to day work.

• A working environment and an opportunity that is radically different to the norm.
• The opportunity for you to evolve your career and be part of an exciting, disruptive and fast growing business.
• High level involvement with a huge variety of clients in cutting edge businesses.
• An environment with no politics, no bureaucracy and working with a great team of people who all play a fundamental part in the success and continued growth of the business.
• Competitive basis salary and benefits.

If you are ready to apply this role, please complete the application form using the link below.