Kennedys is seeking a Client Services Manager to drive contract performance, client satisfaction, retention and profitable growth across a portfolio of key insurer accounts.
Working with Client Relationship Partners, the role will translate contractual commitments into consistent service delivery and measurable account outcomes.
Reporting to the Head of Client Services, the Manager will own day-to-day client service coordination for allocated accounts, act as an alternative contact for clients, and work collaboratively with:
- Client Relationship Partners
- Lawyers and team managers
- Kennedys' Global Client Account Management team and other BD colleagues in UK and across the globe
- Pursuits team
- Business Services managers, such as those working in Finance, Client Reporting and Insights and Risk & Compliance.
Team
Kennedys' Client Services team promotes Kennedys' services and assists in delivering quality work in line with contractual requirements. It maintains and grows client relationships and supports the Firm's global growth ambition.
This role is part of the Global Business Development & Marketing team which drives profitable revenue growth through a client-centric approach to enhance our reputation globally.
The global functions include Client Account Management, Pursuits, Business Development, Marketing Technology & Data and Marketing and Communications. These functions support the BD&M activity across five regions – UK, APAC, EMEA, LATAM and the US.
Key responsibilities
- Own day-to-day service coordination for allocated insurer accounts, acting as an alternative client contact and resolving issues promptly.
- Partner with Client Relationship Partners to deliver contractual commitments, strengthen client satisfaction and support retention.
- Build trusted relationships with clients' legal supply chain and claims teams, using feedback to agree, track and deliver service improvements.
- Maintain a detailed understanding of each client's business, values, structure and priorities, and share relevant account intelligence across Kennedys.
- Interpret and distil contract terms, SLAs, KPIs and billing arrangements into clear operational requirements for lawyers and support teams.
Required experience
- Experience in a client-facing, account management or service delivery role within a global law firm.
- Fee earning, litigation or claims handling experience and knowledge of the insurance sector.
- Demonstrable experience of managing contractual obligations, service standards, governance activity and senior stakeholder relationships.
- Strong analytical capability, including interpreting MI, identifying trends and improving accuracy.
- Excellent written, verbal and influencing skills, with confidence communicating across client, legal and business services teams.
- Highly organised and able to prioritise competing demands, manage multiple workstreams and negotiate realistic deadlines.
Please let us know if you require any additional support or adjustments to be made in order to submit your application to Kennedys.
*where a level of experience is indicated, this is a guideline only and represents the amount of time we would usually expect a candidate to accumulate the requisite level of experience. This does not preclude applications from candidates with more or less experience.
About Kennedys
Kennedys is a global law firm with expertise in dispute resolution and advisory services. With over 3,000 people in 45 offices across 18 countries around the world we have some of the most respected legal minds in their field.
Our lawyers handle both contentious and non-contentious matters, and provide a range of specialist legal services, for many industry sectors but we have particular expertise in litigation and dispute resolution, especially in defending insurance and liability claims.
We're a fresh-thinking firm, and we're not afraid to bring challenging new perspectives to the table way beyond the traditional realm of legal services. We empower our clients with a diverse range of ideas, tools and technology to make their lives easier, as well as delivering exceptional results, every time.
What do we have to offer?
We welcome high-performing lawyers, business services professionals, secretaries, graduates and apprentices to join our rapidly expanding global firm. Whatever your role at Kennedys, you'll be involved in exciting and stimulating work, where your input will make a difference.
Our culture and values form a big part of who we are and we take them seriously. We make a difference by being approachable, straightforward, supportive, distinctive and ambitious. Our values are at the core of who we are and what make us a great firm to work with and for.
The Firm recognises the value of investing in our people's development and believes our culture and values contribute to the quality of our work and of our client relationships. With a culture of on-the-job and experiential learning, peer to peer learning, mentoring, resources and tools that enable you to drive your career, we can support your development in your current and future roles. A variety of other opportunities are available including secondments to clients and our global offices.
We strive to celebrate diversity, empower our people and ensure everyone can bring their authentic selves to work. We've created a culture based on client service, professional excellence, hard work and trust, where diversity, equity and inclusion (DE&I) is a key priority. We recognise that many of our people want to work for an employer that is aligned to their values, which is why we are building an inclusive culture, decarbonising our operations and supporting our people to thrive at work. Our people are the key to driving this change and helping us to make a difference to our clients, our people and the communities in which we live and work.
Kennedys is an equal opportunities employer and is committed to ensuring our recruitment processes are as inclusive as possible. We expect all employees to be aware of and comply with all relevant policies and procedures within their jurisdiction, including those relating to Information Security, Data Protection and Quality Management, refer any breach promptly to Risk & Compliance and to complete all mandatory training when requested.
