JMW’s Client Services Team acts as a liaison between new clients and departments, by delivering concise, accurate information about new enquiries to the relevant legal departments. Our supervisors are responsible for overseeing the performance of Client Service Executives, ensuring that the team are adhering to their service level standards by monitoring Key Performance Indicators (KPIs) and overseeing the general quality of the work being produced by the Client Services Team.

We’re offering an excellent opportunity for an experienced supervisor/team leader to join our firm where your growth will be just as important as ours. As you grow into the Client Services Supervisor role you will have the chance to utilise your analytical skills to identify trends from management information and promote and suggest improvements to our current systems and procedures. Your regular duties and responsibilities will be varied and include:          

• Exceeding the performance expectations of Client Services Executives
• Taking responsibility for the business outcomes you supervise, ensuring that service level standards are consistently met and that decision-making aligns with business strategy
• Organising workloads effectively, completing all tasks promptly and accurately and ensuring that all Client Services mailboxes are clear at the end of each working day
• Demonstrating expertise in the assessment or quoting of specific lead types, adeptly determining their viability and onboarding clients efficiently
• Communicating clearly with the senior leaders of the team, to demonstrate that direct reports are operating efficiently and effectively
• Representing JMW values, acting as a role model to colleagues and acting as a key knowledge-holder within the team, supporting junior colleagues with day-to-day queries, providing coaching and mentoring and supporting their development
• Regularly assessing the quality of work being produced by Client Services Executives, encouraging high levels of accuracy
• Conducting regular system testing, promptly identifying issues and minimising disruption
• Proactively addressing issues with performance, behaviour or capacity, seeking support from senior leaders as required
• Engaging with Senior Leadership Team meetings, providing observations on team performance and identifying areas for improvement
• Demonstrating an adaptable mindset and a willingness to accommodate to the changing needs of the team and business

Knowledge, Skills and Experience Required

• Experience and a proven track record of outstanding performance as a supervisor or team leader, preferably in a similar role within the legal sector
• Experience managing key performance indicators (KPIs) and monitoring conversion rates
• Exceptional communication skills, both written and verbal
• Commercial awareness, recognising the importance of meeting Service Level Agreements and maintaining positive sentiment with both referrers and clients
• The ability to maintain/build team morale and promote team ethic
• Reliable, with an exemplary timekeeping and absence record
• Strong analytical skills
• Experience of using Proclaim case management system would be beneficial but is not a requirement
• Expertise in core areas of law dealt with by JMW’s Client Services Team, such as Real Estate, Personal Injury or Clinical Negligence would be advantageous

Working for JMW  

As well as a rewarding career, JMW offers its colleagues many other opportunities and benefits, including:

• A minimum of 25 days' annual leave (increasing with length of service) plus office closure between Christmas and New Year
• Employee Pension Scheme – SMART pension scheme
• Travel Insurance – covering you and eligible family members
• Death In Service - 3 x basic salary
• Private Medical Insurance (subject to opting in) and option of contributing to add eligible family members
• Income Protection - cover of up to 75% of salary
• Access to an interest free travel pass/parking loan
• A one-hour early finish, one Friday a month
• Two days a year to do charitable work, with a huge variety of events to get involved in
• The opportunity to participate in sports teams, hobby clubs, and social events
• Access to our Employee Assistance Programme and trained Mental Health First Aiders
• Annual promotions process open to all
• Work and employee referral schemes

More information including a full list of our benefits and company culture can be found on the careers home page, and via our social media channels – X, Instagram, LinkedIn.