Client Services Manager

Kennedys is seeking a Client Services Manager to drive contract performance, client satisfaction, retention and profitable growth across a portfolio of key insurer accounts.

Working with Client Relationship Partners, the role will translate contractual commitments into consistent service delivery and measurable account outcomes.

Reporting to the Head of Client Services, the Manager will own day\-to\-day client service coordination for allocated accounts, act as an alternative contact for clients, and work collaboratively with:

• Client Relationship Partners


• Lawyers and team managers


• Kennedys' Global Client Account Management team and other BD colleagues in UK and across the globe


• Pursuits team


• Business Services managers, such as those working in Finance, Client Reporting and Insights and Risk \& Compliance.

Kennedys' Client Services team promotes Kennedys' services and assists in delivering quality work in line with contractual requirements. It maintains and grows client relationships and supports the Firm's global growth ambition.

This role is part of the Global Business Development \& Marketing team which drives profitable revenue growth through a client\-centric approach to enhance our reputation globally.

The global functions include Client Account Management, Pursuits, Business Development, Marketing Technology \& Data and Marketing and Communications. These functions support the BD\&M activity across five regions \- UK, APAC, EMEA, LATAM and the US.

Key responsibilities

• Own day\-to\-day service coordination for allocated insurer accounts, acting as an alternative client contact and resolving issues promptly.


• Partner with Client Relationship Partners to deliver contractual commitments, strengthen client satisfaction and support retention.


• Build trusted relationships with clients' legal supply chain and claims teams, using feedback to agree, track and deliver service improvements.


• Maintain a detailed understanding of each client's business, values, structure and priorities, and share relevant account intelligence across Kennedys.


• Interpret and distil contract terms, SLAs, KPIs and billing arrangements into clear operational requirements for lawyers and support teams.

• Experience in a client\-facing, account management or service delivery role within a global law firm.


• Fee earning, litigation or claims handling experience and knowledge of the insurance sector.


• Demonstrable experience of managing contractual obligations, service standards, governance activity and senior stakeholder relationships.


• Strong analytical capability, including interpreting MI, identifying trends and improving accuracy.


• Excellent written, verbal and influencing skills, with confidence communicating across client, legal and business services teams.


• Highly organised and able to prioritise competing demands, manage multiple workstreams and negotiate realistic deadlines.

• *where a level of experience is indicated, this is a guideline only and represents the amount of time we would usually expect a candidate to accumulate the requisite level of experience. This does not preclude applications from candidates with more or less experience.*

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