Workflow Client Specialist - Day Shift - REMOTE

Company Description

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.

Our one firm global strategy is focused on targeted growth led by the needs of our core clients, those who we can best support with the breadth and depth of Clifford Chance expertise, across the sectors and geographies, which matter most to them.

You'll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they've reached out to us, we provide a world-class service every step of the way. And that's possible thanks to the entrepreneurial spirit and conscientious approach to work that you'll find across all of our teams.

Whichever area of the business you join, you'll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.

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, Service Now. 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.

• Role to be performed in conjunction with Workflow Specialists in all GBS locations.
• Operational co-ordination and supervision of Workflow and utilising Workflow Application (Service Now).
• 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.

• 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…