Client Services Coordinator

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Job Title

Client Services Coordinator

Office Location

Birmingham

Department

Alternative Delivery Solutions

The Alternative Delivery Solutions (ADS) group provides cost-effective, flexible managed staffing solutions through our UK Legal Delivery Centres, our US Staff Attorney Programme and our relationships with third-party staffing providers, including Elevate and Cognia Law. We also support selected UK practice groups with work allocation. Working alongside colleagues across Practice Operations, we collaborate closely with partners and lawyers to design effective client solutions. Driving efficiency while delivering client excellence is at the heart of everything we do. 

Our Client Services team forms part of the ADS group. The team supports the firm’s commitment to client excellence by helping colleagues respond to client surveys, supplier questionnaires and requests for information accurately, consistently and efficiently. 

Delivering on our commitments to inclusion is a strategic priority for the firm. Inclusion is central to who we are and how we do business. We attract and retain talented people with different identities, perspectives and life experiences, creating an environment in which colleagues feel included, valued and empowered. This enables us to work better together and deliver the best outcomes for our clients. 

Operating sustainably is fundamental to being a responsible business. The way we work affects future generations, and we are committed to protecting our people and our planet. We aim to play a leadership role in driving inclusive and sustainable growth and contributing to the UN Sustainable Development Goals, including through the way we operate our own business.

Working Hours

35 hours per week, 9:30am to 5:30pm but additional hours may be required.  We are happy to consider agile and flexible working patterns.  Our approach to hybrid working allows for up to 40% of time working from home and 60% working in the office, please contact a member of the recruitment team to discuss further.

Role Overview

The firm is experiencing growth in both the volume and complexity of client surveys, supplier questionnaires and requests for information (RFIs) from across our global client base. 

We are looking for a highly organised and proactive Client Services Coordinator to help review, coordinate and prepare comprehensive, accurate and timely responses to these requests.

This is an excellent opportunity for someone who enjoys bringing structure to complex information, building relationships across a global organisation and contributing directly to an outstanding client experience. 

You will work closely with subject matter experts across the business in areas including Responsible Business, Artificial Intelligence, Cybersecurity, Compliance, Business Development and Inclusion.

Key Responsibilities

Specific duties or responsibilities may be reviewed from time to time to reflect changes in personnel and management structure, staff location or services. All members of the firm participate in our Responsible Business program.

• Act as a central point of contact for client surveys, supplier questionnaires and RFIs.

• Coordinate accurate, complete and timely responses, ensuring that information provided to clients is appropriate and consistent.

• Liaise with subject matter experts to obtain specialist input and develop bespoke responses where required.

• Create, maintain and update a high-quality library of standard responses and frequently asked questions.

• General awareness and uses of Generative Artificial Intelligence including use of tools.

• Organise, prioritise and track requests from receipt through to completion, keeping relevant stakeholders informed of progress.

• Research and maintain historical questionnaire responses to support consistency, continuous improvement and good business practice.

• Respond to requests from lawyers and Business Services colleagues for approved standard wording and relevant historical client information.

• Assist with other client questionnaires, surveys and related client service initiatives as required.

Skills & Experience

• Strong organisational and project coordination skills, with the ability to manage competing priorities and meet deadlines in a fast-paced environment. 

• A proactive and solutions-focused approach, with the confidence to take ownership of work and follow it through to completion. 

• Excellent written and verbal communication skills, with the ability to draft, edit and manage clear, concise and professional responses. 

• Exceptional attention to detail and a commitment to accuracy and quality. 

• Confidence in building effective relationships and working collaboratively with stakeholders at different levels and across multiple business areas. 

• The ability to analyse, interpret and distil complex information into clear, client-focused content. 

• Proficiency in Microsoft 365 or a comparable office productivity suite. 

Desirable

• Experience of coordinating questionnaires, compliance responses, knowledge content or similar information-led work.

General Attributes

You will thrive in a fast-paced, collaborative environment and enjoy working with colleagues across a global network. You will combine strong judgement and diplomacy with a practical, can-do approach, maintaining high standards even when priorities shift or deadlines are tight. 

• Committed to excellence and motivated to deliver high-quality work and outstanding service. 

• A positive and credible relationship builder who listens well, communicates clearly and influences constructively. 

• Self-motivated and able to work with appropriate independence while knowing when to seek input or escalate an issue. 

• Flexible, resilient and able to adapt positively to change, competing demands and occasional setbacks. 

• Pragmatic, resourceful and comfortable working with different situations, working styles and personalities. 

• A collaborative team member who contributes ideas, shares knowledge and supports colleagues. 

Equal Opportunities Employment & Agile Working Statement

It is the policy of Hogan Lovells Cadwalader to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of racial or ethnic origin, religion, sex, gender and gender identity, age, sexual orientation, marital and civil partnership status, pregnancy or disability.

Our goal is to embed flexibility across our business by giving everyone the opportunity to work in an agile way, whether as a regular pattern or on an ad hoc basis, and we will be happy to discuss this further.

Agency Submissions

Hogan Lovells Cadwalader operates a Preferred Supplier List (PSL) for Business Team and Secretarial Services recruitment in the UK.  We do not accept speculative or unsolicited agency submissions / candidate introductions, via email, from agencies outside of the PSL.   Nor will we be liable to pay any placement fees for submissions / candidate introductions submitted directly to any Partners or employees of Hogan Lovells Cadwalader.