We’re a national law firm with a local reach. Our philosophy is ‘we're legal and financial experts that care’ – something you’ll find in the way we work with our clients and how we support our teams. But we’re more than just a law firm – we’re a team of people working together to help individuals and businesses navigate life’s ups and downs. Working here you’ll feel a part of our friendly and inclusive environment.

We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.

We're always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to one of our Talent Acquisition team to find out more.

The successful candidate will be required to be in one of our offices 2 days per week to build and maintain meaningful connections with colleagues and work collaboratively, supporting the team. 

As the Client Experience Manager, you will lead a client experience and propositions team to identify improvement opportunities and further develop our product and service offer. You’ll also be responsible to developing and managing our client referral programme across all business units. Working closely with business leaders, experts, and Group Services teams, you’ll use KPI’s, insight, design and ‘end-to-end’ thinking as the driver for customer centric change, additional revenue opportunities and service offerings and improvements. Developing and embedding a personalised, seamless, and supportive experience, which increases recommendation, word of mouth and reputation. You’ll be the driving force behind a client-focused culture, communication, and the voice of the client across group wide change programmes. 

• Act as an SME around customer experience, competitor strategy and NPS, fostering a client led culture across all IM teams.
• Establish strategies to develop and enhance customer experience, reinforcing IM values and brand identity, to develop additional revenue opportunities.
• Preparation of business and benefit commercial cases, which demonstrate NPS, lifetime customer value and retention return on investment values for customer focused improvements.
• Refine our client offerings and experiences by integrating customer insights, staying ahead of market trends, and leveraging new technologies.
• Management of the Client Sharing Programme, all about providing support to our legal teams to develop strong, lasting client relationships while aligning with our broader business objectives.

• Experienced customer experience manager, with a strong track record of line management and implementing customer focussed change within a large scale service delivery business.
• Commercial acumen and financial understanding – setting, meeting and delivering to forecast targets.
• Experience of preparing and socialising business and benefit cases which encompass, retention, additional revenue and NPS related return on investments for customer focussed improvements or product offerings.
• Customer focused leader who can encourage and inspire customer centricity business wide to achieve continued improvement of service delivery, operating as the voice of the customer within business discussions.
• Excellent communicator and collaborative team player, with high levels of emotional intelligence and empathy, able to influence and build relationships with senior stakeholders and Partners.

Our Benefits - What We Can Offer You

• 25 days holidays as standard plus bank holidays - You can ‘buy’ up to 35hrs of extra holiday too.
• Generous and flexible pension schemes.
• Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid)
• Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.

We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported.  This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.

We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!

Our responsible business programmes are fundamental to who we are and our purpose. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim. 

Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It’s made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.

Additional Information

As part of the Irwin Mitchell Group’s on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, colleagues, clients, partners and other stakeholders.

We carry out pre employment screening to establish your eligibility to work in the UK, criminal record and financial checks ­with our trusted 3rd parties.

The employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer