Client Experience Officer at Smart Partners

Role Overview

• The Client Experience Officer plays a pivotal role in shaping the firm's first impressions and ensuring seamless internal logistics.
• This multifaceted position blends high-end corporate hospitality with operational administration.
• The successful candidate will be the primary ambassador at the front desk, overseeing the firm’s fleet and driving personnel, and will provide critical, high-level back-up support to the Executive Assistant (EA) to the Managing Partner when required.
• This role requires a highly organised, emotionally intelligent, and polished professional who can seamlessly pivot between welcoming blue-chip clients, coordinating vehicle logistics, troubleshooting fleet maintenance issues, and managing executive correspondence.

Key Responsibilities
Front Desk & Client Experience Management:

• Serve as the first point of contact for all clients, external counsel, and visitors, ensuring a world-class, professional reception experience.
• Manage the reception area and executive waiting rooms, ensuring they strictly adhere to the firm’s standards of cleanliness and aesthetics.
• Handle all incoming calls, general correspondence, and inquiries with tact, routing them to the appropriate practice groups or personnel.
• Coordinate the scheduling, setup, and turnaround of meeting rooms, ensuring refreshments and IT/presentation tools are prepared ahead of client meetings.

Fleet & Logistics Coordination:

• Directly supervise the firm’s pool of drivers, managing their daily schedules, assignments, and adherence to the firm’s code of conduct.
• Oversee the maintenance, licensing, and servicing schedules for all firm vehicles to ensure the fleet is safe, clean, and fully operational at all times.
• Act as the first line of mechanical quality control: utilise a practical understanding of cars to troubleshoot basic vehicle faults, assess repair needs, and verify the quality of work done by external mechanics before signing off.
• Manage vehicle logs, fuel allowances, and dispatch requests for the movement of personnel and sensitive legal documents.
• Address any logistical bottlenecks promptly, ensuring no disruptions to legal operations or court appearances.

Executive Support (Senior Partner’s Office):

• Serve as the designated backup to the Executive Assistant to the Senior Partner during periods of absence, leave, or high workload.
• Manage complex executive calendars, schedule high-level meetings, and coordinate travel arrangements for the Senior Partner when providing coverage.
• Handle highly sensitive and confidential communications, prioritising discretion and professionalism.
• Assist in preparing board papers, meeting minutes, or strategic documentation as directed by the Senior Partner's office.

Qualifications & Experience

• Education: A Bachelor’s Degree in Business administration, Mass Communication, Hospitality Management, or a related discipline.
• Experience: 3–5 years of proven experience in a corporate front desk, administrative, or operations role, preferably within a law firm, professional services, or premium hospitality environment.
• Logistics & Automotive Knowledge: Demonstrable experience coordinating drivers or managing a corporate fleet. Must possess a solid understanding of basic car mechanics and the ability to diagnose common vehicle issues.
• Executive Support: Prior experience supporting C-level executives or Senior Partners is highly advantageous.

Competencies & Personal Attributes:

• Impeccable Presentation: Maintains a highly professional appearance and demeanor in strict adherence to the firm's dress code.
• Exceptional Communication: Articulate with excellent written and verbal communication skills.
• Organizational Agility: Ability to multitask effectively, balancing the demands of the front desk with logistical coordination and executive support.
• Mechanical Aptitude: Comfortable lifting the hood, identifying basic engine components, and communicating effectively with auto-repair workshops to prevent inflated repair billing.
• Discretion & Confidentiality: Proven ability to handle sensitive information—both from clients and the Senior Partner’s office—with absolute discretion.
• Proactive Problem Solving: "Brings solutions, not just problems," especially when handling logistical disruptions or vehicle breakdowns.
• Technological Proficiency: Comfortable with Microsoft Office Suite, calendar management, and standard practice management or HR/admin software.