Client & Workplace Experience Lead

Linklaters

  • London
  • Permanent
  • Full-time
  • 19 days ago
About us:Linklaters is a global law firm, with 31 offices in 21 countries worldwide.Linklaters is a people business. Being best in class in the eyes of our clients means that our people must be exceptional.We look not only for brilliant minds, but for people who will thrive in our environment: people who love working collaboratively and demonstrate the innovative, efficient, agile, entrepreneurial, and responsible mind-set we aim to bring to every interaction.Ours is an environment of outperformance. We achieve this not with targets and incentives, but by fostering a positive, supportive, fair, and open atmosphere.We respect and value difference but insist on inclusivity. We celebrate all aspects of diversity and challenge any form of bias. This is vital to our ability to work as one team, with a common goal.About the role:We are seeking a Client & Workplace Experience Lead to join our Operations team in London. Reporting to the Head of UK Operations, you will play a vital role in ensuring a world-class visitor and workplace experience. You will oversee service delivery, manage key contracts and outsourced roles, and champion innovation and improvement in how we serve both clients and colleagues.Key responsibilities:
  • Lead support for the Head of Operations in managing visitor and workplace services.
  • Drive change and innovation in visitor experience and service excellence, aligned with Linklaters’ brand and values.
  • Manage and evaluate key contracts and third-party service providers to ensure high standards and strategic alignment.
  • Develop and enforce service policies and procedures, continuously looking for improvements and cost efficiencies.
  • Analyse service performance using data and technology to ensure client satisfaction and ongoing improvements.
  • Maintain detailed records and prepare strategic reports and presentations for senior leadership.
  • Collaborate with internal teams to ensure joined-up and effective service delivery.
  • Identify and deliver significant enhancements in service quality and value for money.
About you:
  • Proven experience managing outsourced roles and contracts, with a clear track record of delivering service excellence.
  • Skilled in monitoring and analysing service delivery performance and driving improvements.
  • Strong collaborator, able to work effectively with senior stakeholders across different teams and disciplines.
  • Proactive, solutions-oriented and passionate about continual improvement.
  • Adept at using technology to drive efficiencies and track performance metrics.
  • Confident communicator with experience preparing high-level reports and presentations.
Our benefits:Joining Team Linklaters will see you qualify for a range of benefits designed to reward the vital contribution you'll be making to our success. These include:Health & Wellbeing
  • Private Medical Insurance
  • Free in-house fitness centre and subsidised health club memberships
  • Free onsite GP service and periodic health assessments
Finance
  • Pension and flexible savings options
  • Income protection and life assurance
  • Mortgage advice and will-writing services
Family & Lifestyle
  • Electric car and cycle to work schemes
  • Emergency family care
  • Additional holiday/birthday leave
  • Maternity/paternity/shared parental leave
  • Travel insurance and season ticket loan
  • Option to join sports and social clubs, as well as our employee networks groups (such as our Gender Equality Network, With Pride, or Social Mobility Networks)
If you think this role would suit you, please click apply below. We look forward to hearing from you!Technical SkillsThis list of duties and responsibilities above is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.Application PolicyApplications and CVs (direct or via agency) are only accepted online via the portal. Queries related to our roles must be directed to the relevant recruitment team and not the partners, practices or stakeholders ( for legal roles or for business team roles).

Linklaters