Client Listening Executive

The role

This is a role within our Brand, Clients & Markets Department and, more specifically our Client Services team. The role offers the opportunity to play a key part in delivering our Client Listening Framework.

Our Client Listening Framework is tailored to RPC, built upon best market practice, and provides meaningful insights to the partnership to help achieve our business goals.

The role reports to our Client Listening Manager. It involve significant interaction with senior stakeholders in our business including our Head of Client Services, Director of Client Relationship Services and Heads of Business & Client Development and our Client Relationship Partners and Client Relationship teams. It will also, where appropriate, involve interaction with our clients.

The person fulfilling this role will work across the Brand, Clients & Markets Department collaborating closely with client and business development colleagues who support the firms' key account programmes, sector-focussed BD activities and colleagues within multiple other business services departments.

Client Listening

Our Client Listening Framework is designed to embed a firmwide ethos of proactively seeking out client intelligence through informal and formal listening channels. We are focussed on ensuring the 'Voice of the Client' is brought alive within our business to help:

• inform our strategic decisions.
• identify new opportunities.
• establish and deepen client relationships; and
• deliver brilliant client service and experiences.

Our framework seeks to capture client requirements, sentiment, and feedback; analyse communicate, and report on the intelligence gathered; and facilitate and track consequent actions and initiatives.

Your team

Like all RPC teams, the Client Services Team operates within an open, flexible, and friendly work environment.

The team are central to the practical execution of the firm's strategic ambition to be recognised as the firm for the delivery of brilliant service and outstanding client expereinces. The team delivers its services from a client-centred perspective. By that we mean putting the client at the heart of everything we do. We look at the firm's service delivery, and the experiences it offers its clients, through the eyes of the client.

In delivering support to our legal teams the Client Services Team strives to deliver stellar service itself, by providing support that is: effective in enhancing clients' experiences of working with the firm; uncomplicated for our legal teams to use; and seamless with fellow business services teams.

The person fulfilling this new role will be a role model for the team's brilliant service delivery and demonstrate a collegiate, collaborative working style.

The Director of Client Relationship Services sits on our operations board. Working collaboratively with two of our strategic lead partners, she is the business services lead for our client strategic priority activities, reporting to our partnership executive board. Our Client Listening Framework is a key workstream within our clients strategic priority.

Responsibilities are likely to include:

Client listening

Work primarily with the Client Listening Manager (in consultation with Head of Client Services), to manage the effective day-to-day operations of the Client Listening Framework.

• Helps champion the firm's overall client service approach to gain continuous formal and informal feedback from clients.
• Supporting the day to day running of multiple Client Listening initiatives, (e.g., pitch feedback, client relationship reviews, matter feedback) working with key internal stakeholders (partners, business services teams, client development etc) to identify clients for interview /feedback and producing first drafts of listening reports.
• Ownership of a variety of small projects at any one time that feed into the overall success of the Client Listening Framework.
• Calendar management of listening scheduling and ensuring internal stakeholders have all documents needed ahead of a listening opportunity e.g. research reports, question sets, templates/previous feedback reports.
• Working with our Client Listening technology (based on Qualtrics) to include (but not limited to); day-to-day management of the system ensuring all information/templates are up to date, development and creation of online surveys, extracting and first draft of interpreting data with the ability to continuously identify key insights/themes for the business.
• Day-to-day management of external providers including Client Listening software provider(s), as appropriate.
• Development and management of templates and tools for internal stakeholders.
• Ensure internal databases are updated with all types of clients listening information, and actions as a result and client meetings are followed up/tracked in a timely manner.
• Build an extensive internal network (e.g., Partners/director's, PAs, Business Development) and can confidently address queries from internal stakeholders.
• Supports with internal communication plans to broaden awareness of Client Listening/client experience initiatives, share success stories, and demonstrate the value of the insights.

Working pattern

This is a full-time role working Monday-Friday.