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Client Support Manager

  • Location: National
  • Employment: Permanent
  • Salary: Competitive

The primary role is to assist fee earners in the delivery of our Client First Service.

The role requires an individual who can work within a team to:

  • Help assess the rehabilitation and support needs of a client and/or their family;
  • Use their experience to help monitor the wellbeing of our clients;
  • Help the overall delivery, review and improvement of our Client First Service;
  • Use their skills and experience to help build CFG Law’s position and reputation in its target markets.

Key responsibilities

Responsibilities include, but are not limited to:

  • Work as part of the client’s Team alongside fee earners;
  • Assess and monitor the client’s and /or family’s rehabilitation and support needs;
  • Consider whether the needs of the client/family can be provided by statutory services or by private means;
  • Research and coordinate statutory provision if necessary;
  • Facilitate and coordinate private provision if necessary;
  • Consider signposting to charities where appropriate;
  • Assess CVs of Case Managers and advise on the suitability of the same to the fee earner;
  • Conduct interviews/beauty parades of Case Managers on behalf of the client and/or family;
  • Conduct Wellbeing Checks every six months for our clients (depending on capacity);
  • Provide feedback in respect of Wellbeing Checks;
  • Use the Case Management System to review documents, Case Plan and set Workbox Entries for Wellbeing Checks;
  • Keep, use and maintain accurate, complete and clear records at all times – using the Case Management System to complete file notes and charge time;
  • Initiate, plan, prioritise and manage workload to ensure timely completion in accordance with the Case Plan on the Case Management System;
  • Communicate with the Senior Associate/Partner any anticipated problems with capacity to ensure workload is properly managed and the client and/or family are properly supported;
  • Actively support the Senior Associate/Partner with initiatives and projects to help deliver and improve CFS;
  • Participate and lead on training and development activities as required to disseminate knowledge across the firm;
  • Participate in Business Development activities and events if required;
  • Embed our Core Values across the firm;
  • Assist with recruitment and interviews of CSMs as required.

Skills

Previous experience in a similar role required with strong communication skills and the ability to build effective relationships with colleagues, clients and third parties at all levels.

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Why People Choose Us

Learning & Development

We are committed to ensuring all our colleagues have an individually tailored development plan to support them in achieving their career aspirations.

Career Progression

Through regular performance reviews and an annual appraisal process, individual performance and potential to progress are recognised, and we are committed to promoting from within.

Quality Work

It’s not just about meeting targets, we focus on the quality of work as opposed to high volume to ensure our fee earners are able to provide all our clients with the best service possible.

Rewards and benefits

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Our Vision

WE DO WHAT WE DO BECAUSE WE WANT TO HELP.

We recognise that an injury affects far more than just the individual affected. Their immediate family can then be the next most affected, together with close friends and then that injury impacts on all those other people wanting to help, including healthcare professionals, police family liaison officers, charities, etc.

To be effective we have to work together with everyone involved as a team and including insurers.

This is why our purpose is to help those affected by injury – together. 

ml-2020Winners of the ML Awards 2019 & 2020 
Team of the Year – Personal Injury

sia-torchSIA's Rebuilding Lives 2019
Torch Trophy Award

law-societyLaw Society Excellence Awards 2019
Excellence in Client Service 

goldInvestors in People
We invest in people: Gold Award

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