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 a member of our Recruitment and Onboarding team for more information.

The Head of Client Central Services is a Senior Leadership role dedicated to enabling exceptional client contact and transactional services to achieve efficiency and cost savings.

Your role is pivotal in delivering the groups client financial billing activities as well as ensuring the contact strategy drives seamless client interactions and add value to the overall client experience.

As the Head of Central Client Services, you will work closely with the Client Experience & Operations leadership team to leverage synergies across the client lifecycle, delivering value-driven solutions that enhance the overall client experience.

Leadership 

• Develop and execute client central services strategy to ensure exceptional results are achieved by the client funding, client contact, client billing and legal helpline teams.
• Inspire confidence in client billing activities and establish best practices.
• Ensure IM embraces new practices and technologies to continuously improve and innovate the services offered to clients.
• Develop and lead the centralisation strategy for future activities across the LLP and Group.
• Motivate teams and oversee recruitment, training, and mentoring.
• Collaborate with stakeholders on business development and growth plans.

Client Experience

• Oversee end-to-end client contact processes to enhance client experience, ensuring quality and regulatory obligations are met.
• Promote continuous improvement and excellence within service centre teams.
• Ensure the right capabilities exist to deliver the volume and nature of work within the service centre.
• Ensure capabilities match the volume and nature of work.
• Implement new tools and technologies for cost-effective operations, including telephony, virtual agents, AI, and CRM development.

 Stakeholder Management

• Build and maintain strong relationships with internal and external stakeholders to align operational activities with strategic goals.
• Establish credibility and foster a high-performance culture across the LLP.
• Influence and inspire trust at the Executive level to support service delivery, centralisation, and transformation planning.

 Facilitate the Delivery of High-Volume, Transactional Services

• Support client-facing teams and provide essential support to the wider Client Experience & Operations function.
• Streamline the production of client facing activities to improve lead times and standardise outputs.
• Centralise client funding processes for all LLP clients.
• Ensure adherence to policies and timelines to enable service reliability and foster client trust.

Operational Performance Leadership

• Directly manage all third line contact centre teams (in-house and outsourced), ensuring daily performance meets or exceeds KPIs in a 24/7/365 environment.
• Manage client funding processes and services for all new LLP clients.
• Identify opportunities to consolidate operational efforts and establish new capabilities to support delivery of client facing activities.
• Enhance service quality and provide consistent support across the service centre.
• Continuously evaluate service centre processes, tools, and ways of working.
• Implement strategies to optimise operational productivity and elevate quality standards including leading on the technology transformation for these processes.
• Establish and monitor performance metrics to track effectiveness.
• Identify improvement areas and provide actionable insights to enhance performance and reduce costs.
• Collaborate with the Quality and Performance team on workforce management and forecasting.

Cross-Functional Collaboration for Process Improvements

• Streamline support for client-facing teams by simplifying processes, enhancing communication, and leveraging synergies.
• Collaborate cross-functionally to improve client experience and reduce costs.
• Use data and lessons learned to guide decision-making and align with Group objectives.

Drive Technology and Cultural Transformation

• Drive leadership transformation and enhance the use of new technologies.
• Review central team activities to achieve ambitious SGP outcomes.
• Create and execute comprehensive transformation plans with buy-in from legal teams.
• Act as a technology-driven leader, inspiring agile change and transformation.

Policy Compliance

• Ensure adherence to organisational policies and legislative regulations.
• Assist the Quality and Performance team in the maintenance of reliable Business Continuity and Disaster Recovery models.
• Work collaboratively with the Quality and Performance team to review risks to compliance for client central service activities.

• Experience within the legal sector with an understanding of industry regulations and legislative guidelines.
• Strong working knowledge of data analysis and performance metrics using business management software (e.g. SAP, ERP, CRM).
• Experience in managing large scale client facing activities and driving strategic change initiatives.
• Strong interpersonal and relationship-building skills, with exceptional stakeholder management.
• Extensive experience in a senior leadership role.
• Client-centric mindset, with a genuine passion for delivering exceptional client experiences.
• Proven ability to plan and optimise operational processes for maximum efficiency and productivity.
• Ability to streamline and implement new structures to support rapidly changing business demands.
• Skilled in budgeting and business plan development.
• Experience of procurement, new business tender bids and vendor management.

• 28 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.

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.