Client Relationship Team Member (practice management onboarding and invoicing)

About Withers

A law firm focused on people, performance, and collaboration.

For the past 130 years, we have supported some of the world’s most remarkable people and organizations at defining moments in their lives. 40% of our business comes from Europe, 40% from the US and 20% from Asia and we are one profit sharing partnership globally.

We are united in our commitment to integrity, quality and collaboration. We have a culture of high performance and deliver excellent service consistently across the firm. We provide tailored solutions built on trust and partner with our clients to achieve their goals.

Many of our clients are shaping the future and creating solutions to tackle some of the world’s most difficult problems. It makes for a fascinating and challenging practice.

Our role is to get to know each individual client, find out where they want to be, and help them to get there – whether they are building a business, buying a home or protecting and defending their interests.

To meet their unique needs we are exceptionally collaborative, working together across teams and time zones. And we are agile – focusing on strategy rather than rigid ideas and traditional hierarchy.

Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself.

What are we looking for?

We are looking for a proactive, commercially minded professional to support a group of partners and fee earners with the effective management of their practice.

This is a broad and varied role covering the full client and matter lifecycle, from onboarding, KYC and compliance through to billing, accounts receivable and matter management. Working closely with partners and business services teams, you will help ensure matters are opened efficiently, financial processes run smoothly so that clients receive an excellent service.

You will be expected to take ownership, anticipate requirements and keep activity moving with minimal supervision. This role would suit someone who enjoys variety, builds strong working relationships and takes pride in making things happen.

In carrying out these responsibilities, you will be expected to demonstrate our five-star principles by delivering an exceptional client experience, providing consistently high-quality and responsive service, working collaboratively across teams, taking ownership and accountability for outcomes, and treating clients and colleagues with professionalism and respect.

Areas of focus and responsibilities

Client Onboarding and Compliance

• Manage the end-to-end client and matter onboarding process.
• Coordinate new business intake, conflict checks, KYC, AML and client due diligence requirements.
• Liaise with clients, partners and fee earners to obtain the information and documentation needed to open matters promptly.
• Complete client and matter risk assessments, electronic identity checks and relevant compliance forms.
• Support source of wealth and source of funds enquiries, escalating matters where appropriate.
• Prepare draft engagement letters and ensure onboarding and compliance records are complete and accurately filed.
• Support ongoing client due diligence, sanctions monitoring and regulatory reviews.

Billing and Financial Management

• Proactively manage the billing cycle for an allocated group of partners and fee earners.
• Prepare and review proformas, billing narratives and invoices, ensuring rates, currencies, VAT treatment and supporting information are accurate.
• Process time transfers, write-offs, billing splits, credit notes and third-party costs.
• Coordinate the timely issue of invoices and respond to client billing queries.
• Monitor work in progress, outstanding invoices and accounts receivable.
• Work closely with partners and Finance to support credit control, cash collection and the reduction of aged debt.
• Request and monitor money on account throughout the matter lifecycle.
• Manage residual client account balances and support compliance with the Solicitors Accounts Rules.
• Assist with matter housekeeping, account balances and the timely closure of completed or inactive matters.

Practice and Matter Support

• Act as a key point of contact for partners, clients, Finance, Risk & Compliance and other business services teams.
• Maintain accurate client, matter, financial and relationship information across the firm’s systems.
• Support matter budgeting, pricing and the monitoring of financial performance.
• Ensure time is recorded accurately and transferred promptly when new matters are opened.
• Coordinate third-party payments, ensuring the necessary approvals and supporting documentation are in place.
• Identify and resolve issues before they cause unnecessary delays.
• Look for opportunities to improve processes, increase efficiency and enhance the client experience.
• Use the firm’s systems and technology effectively, including emerging AI tools, and remain open to new ways of working.
• Demonstrate flexibility and adaptability by providing support across the team and covering colleagues’ responsibilities during periods of absence, as required.

This list of duties and responsibilities is not exhaustive.  It is intended to describe the general content of, and requirements for the performance of this job, and as such, the role may also include the undertaking of additional tasks as required.

Skills and experience required

• Previous experience in a legal, professional services, financial services or similar client-focused environment.
• Experience managing several priorities and deadlines in a fast-paced setting.
• Strong organisational and administrative skills, with excellent attention to detail.
• Excellent written and verbal communication skills.
• Confidence building effective relationships with partners, clients and colleagues at all levels.
• A professional and discreet approach to handling sensitive and confidential information.
• Commercial awareness and an understanding of the importance of billing, cash collection and effective financial management.
• Strong problem-solving skills, with the ability to take ownership of issues through to resolution.
• A proactive, self-motivated approach and the ability to work independently.
• Strong IT skills, including Microsoft Word, Excel, Outlook and Teams, with the ability to learn new systems quickly.
• A positive, adaptable and collaborative approach to work.
• The confidence to challenge constructively, follow up on outstanding actions and drive activity forward.

Desirable Skills and Experience

• Experience of client onboarding, KYC, AML or regulatory compliance processes.
  
• Experience of legal billing, accounts receivable, credit control or financial administration.
  
• Previous experience supporting partners, directors or other senior stakeholders.
  
• Experience using legal practice management, CRM or document management systems.
  
• Experience of 3E, InterAction or iManage would be beneficial.
  
• An interest in using technology and AI to improve efficiency and service delivery.
  

Skills and attributes

• Proactive, dynamic and solutions-focused.
• Professional, confident and client-focused.
• Organised, dependable and accountable.
• Comfortable taking ownership and working with minimal supervision.
• Calm under pressure and able to manage competing demands.
• Naturally collaborative and willing to support colleagues.
• Curious and keen to improve how things are done.
• Resilient and comfortable following up appropriately when deadlines or information are outstanding.

You will become a trusted support to partners and fee earners, taking ownership of the operational and financial aspects of their practice. You will anticipate requirements, keep onboarding and billing activity moving, resolve issues promptly and help ensure clients receive a responsive and professional service.

You will bring structure, visibility and commercial focus to the practice, while building strong relationships across the firm.

The Essentials

• 9.30am to 5.30pm but flexibility is a must
• Hybrid working policy with a minimum of 2 days per week worked in the office
• 5 month probation period
• 6 week notice period
• Flexible benefits package including pension, private medical, season ticket loan, subsidised gym memberships, lifestyle discount scheme, on site café and more

Information for Recruitment Agencies

Withers endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Withers operates a preferred supplier list and will not be accepting unsolicited applications from non-PSL agencies for this role.

Equal Opportunities Employment Statement 

It is the policy of Withers to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality and ethnic and national origin), religion or belief, sex or sexual orientation.