The Service Excellence Services Team (SES)

The SES Team was initially created in 2018 to focus on working with legal teams and clients to develop our outward facing technology solutions and further increase our innovation offering. We at Eversheds Sutherland understand the need to ensure the fundamentals are delivered across the firm, but also that there will be a growing need to look at emerging and innovative technology to allow the firm to continue to deliver a quality service to our Clients. The Team focuses on how we can improve the service we deliver to our Clients across the firm, whether that’s through the use of technology, innovation or process improvements.

Main Purpose of Role:

The Legal Tech Client Support Lead is responsible for leading and managing the external support of our Client facing technology estate. They will be on hand for our external Clients to get in touch with and responsible for providing a high quality support service for our external Clients, taking ownership of any problems and/or questions and working with the relevant Team(s), and possibly Suppliers, to see these through to resolution.

The Support Lead will manage junior members of the Client Support Team to help manage workloads and ensure good processes and practices are in place to bring about efficiencies. They will take a lead on ensuring they have visibility of product roadmaps to proactively manage and identify any new knowledge or training gaps within the Team, and that new products are onboarded into the Team. They will also be responsible for delivering regular reporting and metrics, and that any trends from these are identified and any potential improvements to increase efficiency and/or improve existing processes are discussed with the appropriate Team(s).