Research & Knowledge Client Services Analyst, law (Manchester or Leeds)

Knowledge Officer – North West, United Kingdom

Ref: 435
Thursday 2 February 2023


Developed and Valued! Award winning law firm requires a Research & Knowledge Client Services Analyst. This newly created role will be responsible for improving the promotion, co-ordination and delivery of Knowledge services to the firm’s clients. The firm is committed to career development and takes pride in its Team’s open and supportive culture.  They have successfully supported colleagues into promotion to more senior roles within the team, on internal and client secondments, and into new roles within the firm.

Main responsibilities include:

  • Supports client account teams in ensuring that Knowledge commitments to Clients are logged, met, and reported using appropriate Management Information/Metrics to Management, Client Relationship Teams, and the clients themselves
  • Supports internal efficiencies and consistency of delivery and approach by centralising and co-ordinating the delivery of client knowledge services such as training, horizon scanning, and maintaining client portals
  • Raises the profile of client knowledge services internally and externally, regularly and clearly communicating with key stakeholders across the business and maintaining high quality and up-to-date promotion collateral and boilerplate content for client pitches
  • Works with colleagues in Research & Knowledge, Business Development, and Knowledge Lawyers to ensure core internal Client Knowledge Services tools are regularly updated; provides appropriate training and support
  • Develops improvements to client training capability becoming a subject matter expert in appropriate software and delivery methods, and creating a well-managed internal library of client training resources
  • Analyses client feedback, competitor activity, and market trends to identify best practice and proactively suggest new Knowledge services and solutions for clients

To be considered for this role you will need the following skills and experience:

  • Relevant experience of working with knowledge and business development professionals in a professional services environment (ideally law)
  • Relevant experience of knowledge management solutions (intranet/extranets) and software (e.g. SharePoint)
  • IT literate good working knowledge of Word, Excel, and Outlook
  • Demonstrable awareness of the value of knowledge services within a professional services context
  • Demonstrable experience in client- / customer-focussed role(s)
  • Commercially minded
  • Good communications and influencing skills including stakeholder management and negotiation
  • Proven team player with good organisational skills
  • Able to work on own initiative to tight deadlines and co-ordinate competing activities
  • Confidence to delegate and negotiate work deadlines
  • Dynamic, and possessing a positive attitude to change
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