Client Services Manager (Lawyers Team)

Flex Legal is an entrepreneurial business that counts many of the world’s leading companies and law firms as its clients. We have won multiple awards and have retained the spirit and energy of a growing start-up. We are now in a particularly exciting chapter of our story - in December 2023, we became part of the Mischon de Reya group following the firm’s first strategic investment in the alternative legal services market.

Flex Legal’s passion is in supporting people to have fulfilling careers in the legal profession, whether they are just starting out or have many years of practice under their belts. Everything we do is in pursuit of our mission to enable and inspire the legal workforce of the future so everyone thrives.

Defined as one of the top Alternative Legal Service Providers, we have a well-recognised brand and strong market perception. At our heart, we are a people business and have three main offerings tailored to people at different stages in their careers. The historic and largest offering is the resourcing and matching of paralegals for law firms and in-house legal teams through the Flex Legal proprietary digital platform. The second offering (launched in 2019 after our paralegals started qualifying and looking for more experienced roles) is providing lawyers of all levels of seniority on an interim basis to legal teams with capacity and/or skills gaps. Finally, the most recent expansion has been Flex Trainee - a social mobility initiative to help aspiring lawyers to qualify in-house via the SQE. This is at an exciting stage where we have seconded over 50 trainees and apprentices into a range of in-house legal teams. In 2023, we were approved to join the DfE’s flexi-job apprenticeship agency register giving us the unique ability to offer flexible apprenticeships in the legal sector.

Flex Legal is incredibly proud of the culture of the business and places a big emphasis on its values of being Human, Entrepreneurial and Trusted.

The Client Services Manager will be an energetic team player with strong EQ and a passion for delivering great outcomes to Flex’s clients and candidates. They will be able to think on their feet and be adept at solving problems. With a commercial mindset, and excellent communication skills, the Client Services Manager will play a pivotal role in supporting the Head of Lawyers team and in guiding Client Services Associates in the Lawyers team.

THE ROLE

The Client Services Manager will report to the Head of Lawyers and will be a key member of the Flex Lawyers team. The role will be responsible for:

• Identifying, screening and onboarding candidates to join the Flex platform

• Building strong relationships with clients and candidates

• Dealing with client requests in accordance with Client Services Team (CST) processes and SLAs

• Negotiating key commercial terms with clients

• Contributing to the delivery of quarterly OKRs for Lawyer team

• Contributing to the delivery of revenue/margin targets for Lawyers team

• Supporting the Head of Lawyers with hiring and onboarding of additional team members

• Key escalation point in Lawyers team for resolving client/candidate issues and team queries

• Contributing to the design and implementation of best practice for client services

• Working closely with other Flex teams, including Sales/Marketing/Tech/Finance

• Supporting with strategic projects relating to Lawyers

• Maintaining awareness of the competitive market landscape and industry developments relevant to the Lawyers team

• Attending networking and other events (virtual and/or in person)

BENEFITS

• Competitive salary

• Private healthcare (following successful completion of six month probationary period)

• 25 days annual leave, plus Bank Holidays

• Hybrid working - we are committed to being an inclusive employer and welcome discussions about flexible working.

• Cycle to work scheme

• Enhanced parental leave pay

• Generous nursery benefit (subject to scheme’s eligibility criteria)

• £200 annual development budget for personal/professional development

• £200 allowance towards home office equipment

• Employee Assistance Programme

• If you require any adjustments or additional support during the recruitment process for any reason, please let us know at any stage.

Flex Legal is looking for someone who is 

• Passionate about the company’s values of positivity, responsiveness and being human

• An emotionally intelligent team player

• Adept at juggling competing demands and managing a varied workload

• Proactive and able to take initiative for the benefit of the team and/or clients/candidates

• Able to solve problems and make effective and timely decisions based on the knowledge available

• A strong communicator, confident at presenting and selling the company and Flex On Demand to clients, including lawyers and other senior stakeholders

• Familiar with the legal and/or recruitment industries (experience in legal practice desirable but not essential)