Job description

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Client Insight Executive (2959)

We’re a national law firm with a local reach. Our philosophy is ‘Expert Hand, Human Touch’ – 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, working together to help individuals and businesses navigate life’s ups and downs.

Whichever team you join, 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.

The work we do has been recognised in the awards we’ve won. We’re committed to being even better, and our awards help to show we’re on the right track.

We recognise that the office 9-5 isn’t for everyone. That’s why we’ve introduced ‘Flexible by Choice’. Whether it’s working from home, in our offices, or a combination of the both, we trust each other to support our clients, colleagues and communities at the right time, in the right way.

Your Role

As a Client Insight Executive, you’ll be responsible for driving our client insight strategy across the business. You’ll ensure that there is a consistent approach for the collation and analysis of Client Insight and share best practice across the business. You’ll work closely with your team, and turn client insight data into actionable insights and strategies, with a main focus on improving our client’s experience.

What You'll Be Doing
  • Taking responsibility for the maintenance and reporting from our Client Insight data analysis tools, via the firms visualisation programme and sentiment analysis tool.
  • Monitoring trends and spot any anomalies within the data and KPIs to provide regular updates to the team and key stakeholders, whilst also identifying potential opportunities to consider;
  • Work alongside other support teams to manage the online feedback platforms, such as Trustpilot and Google Reviews, and be able to identify opportunities and potential issues from these.
  • Produce regular board level reports which will include data analysis, identification of insights and key trends which will help to steer best practice across the business.
  • Take a lead role on a number of projects which support the development of the Client Insight strategic plans, working alongside the Head of Client Development and the Research and Insight Manager.
What We're Looking For
  • Previous experience in collecting and analysing insight feedback, using analysis tools such as Tableau and other data management techniques.
  • A strong background in client care, and demonstrative passion for improving client experience.
  • Has experience of converting manual insight collection methods to automated processes
  • Be able to identify best practice opportunities from client insight and turn the data into reader friendly information and actions for the business.
  • Previous experience using online feedback platforms such as Trustpilot, Feefo and Google Reviews.
  • A genuine passion for understanding client needs and how we can improve their experience.
  • Able to work in high pressure environments and works well as part of a team
  • Strong communication skills, both written and verbal, with the ability to build relationships at all levels, both internally and 3rd party suppliers.

If this sounds like you, we’d love to receive your application.

What we can offer you
  • 25 days annual leave, with the opportunity to buy additional leave
  • Two fundraising days in a year to give back to the community (fully paid!)
  • Westfield Health membership, offering discounted leisure and travel and refunds on medical services

We also offer a huge number of well-being initiatives to encourage positive mental health both in and out of the workplace as well as flexible working options to ensure that you are fully supported to work the way that best suits you. Our social responsibility programme is fundamental to who we are. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish. We have a range of groups to celebrate our people across sexuality, disability, age, gender and culture. 

We welcome applications from all diversity groups and backgrounds. We’re committed to enabling everyone to thrive and understanding and celebrating our differences is a key part of that. We’re proud of our work on the Disability Confident scheme, on the Race At Work Charter and as Stonewall Diversity Champions. We also have a range of networks for LGBT+, disability, generations, gender, social mobility, ethnicity, faith and culture to celebrate our people and to enable everyone to thrive.

 

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, existing employees, clients, partners and other stakeholders.

Depending on the role you apply for we may carry out checks that will establish your eligibility to work in the UK, and criminal record check and financial checks ­with a credit reference agency will also be undertaken.

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

Irwin Mitchell LLP is an equal opportunity employer.


 

We're proud of our values, and we're looking for people who share them

  • Business Area:
    Commercial Growth Team
  • Sub-Sub-Business Area:
    Group Client Experience & Insight
  • Company:
    IM LLP
  • Working Hours:
    Full Time
  • Vacancy Type:
    Permanent
  • :
    Flexible
  • Salary:
    Competitive
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