Customer Satisfaction Manager

As the Customer Satisfaction Manager at MSR Solicitors, you will play a pivotal role in ensuring that our clients receive outstanding service and have a positive experience throughout their engagement with the firm. Your responsibilities will include analysing client feedback, implementing strategies to enhance satisfaction levels, and fostering strong client relationships to support our mission of providing excellent legal services.
Key Responsibilities:
Client Feedback Analysis:
- Collect, analyse, and interpret client feedback through various channels such as surveys, interviews, and communication logs.
- Identify trends and patterns in client feedback to understand areas for improvement and opportunities for enhancing client satisfaction.
Strategy Development:
- Develop and implement strategies and initiatives to enhance overall client satisfaction.
- Collaborate with Solicitors, paralegals, and support staff to ensure that client-focused strategies are effectively implemented across the firm.
Client Engagement:
- Build and maintain strong relationships with clients, serving as a primary point of contact for client inquiries and feedback.
- Develop and implement client engagement programs to encourage feedback and enhance client satisfaction.
Issue Resolution:
- Address client concerns and complaints promptly and effectively, working closely with attorneys and staff to resolve issues and ensure satisfactory outcomes for clients.
- Identify systemic issues and work with relevant stakeholders to implement solutions and prevent recurrence.
Training and Development:
- Develop and deliver training programs for Solicitors and staff on best practices for client service and satisfaction.
- Provide ongoing support and guidance to ensure that all team members are equipped to meet client needs effectively.
Performance Monitoring:
- Establish key performance indicators (KPIs) to measure client satisfaction and service quality.
- Monitor and analyse KPIs to evaluate the effectiveness of client satisfaction initiatives and identify areas for improvement.
Quality Assurance:
- Ensure that legal services provided by the firm meet or exceed client expectations in terms of quality and professionalism.
- Implement quality assurance measures to maintain high standards of client satisfaction and service delivery.
Data Management:
- Maintain accurate records of client feedback, interactions, and resolutions.
- Utilize case management software and CRM systems to track and manage client data effectively
Reporting:
- Prepare regular reports on client satisfaction metrics, trends, and actionable insights.
- Present findings and recommendations to firm management to support decision-making and continuous improvement efforts.
Skills and Qualifications:
- Bachelor's degree in business administration, marketing, or a related field.
- Previous experience in customer service or client satisfaction management, preferably in a legal setting.
- Excellent communication and interpersonal skills, with the ability to interact effectively with clients and internal stakeholders.
- Strong analytical and problem-solving abilities, with a keen attention to detail.
- Ability to work collaboratively with Solicitors and staff to address client needs and resolve issues.
- Proficiency in using case management software and CRM systems.
- Understanding of legal processes and terminology (Preferably).
- Commitment to maintaining confidentiality and professionalism at all times.
- Bilingual (Preferably).
Additional Considerations:
- Professional certifications in customer service or satisfaction management are advantageous.
- Familiarity with legal marketing and business development practices.
- Willingness to adapt to the unique needs and expectations of legal clients.
- Ability to thrive in a fast-paced, deadline-driven environment
Benefits:
Company pension
Private medical insurance
Schedule:
8 hour shift
Monday to Friday
No weekends
Ability to commute/relocate:
London, EC2A 1AE: reliably commute or plan to relocate before starting work (preferred)
Experience:
Customer Satisfaction: 1 year (required)
Work Location: In person