Client Host
Client Experience

Travers Smith is a leading full-service law firm, with a wealth of experience in its areas of specialisation. The firm has a market-leading reputation for its international expertise in Asset Management, M&A and Dispute Resolution & Investigations. Clients include asset managers across the alternative asset classes (private equity, venture, credit, infrastructure and real estate), publicly listed and private companies, financial institutions, and other business enterprises involved in large and complex UK and cross-border matters, transactions and disputes. Our purpose is to provide the highest quality of service to our clients whilst enabling our people to achieve professional fulfilment in a supportive, inclusive and enjoyable working environment.

The Department

Led by the Head of Client Experience, the Client Experience (CX) department sits at the heart of the Firm, playing a vital role in shaping the first and lasting impressions we make on everyone who walks through our doors. Our team of 16 is dedicated to delivering a consistently exceptional standard of service to both Travers Smith colleagues and our external clients. We are the central point of contact for all visitor and client-facing activity at the Firm, overseeing a broad and dynamic remit that includes:

• Client & Visitor Management: coordinating the seamless arrival and reception of all external guests, ensuring every interaction reflects the Firm's values and professional standards.
• Meeting Room & Space Coordination: managing the bookings of our meeting rooms, dining spaces, and event facilities to the highest standard.
• Communications : acting as the first point of contact for incoming calls and enquiries, directing communications efficiently and professionally across the Firm.
• Event Coordination : supporting the planning and delivery of internal events, ensuring all logistical elements run smoothly from start to finish.

As a close-knit, high-performing team, we take pride in creating a welcoming, polished environment that is befitting of a leading City law firm.

The Role

This is a busy and challenging role and the successful candidate will be working with in a team of 16. They will be the first point of contact for our clients and other members of the public visiting our office. It is essential that the role holder correctly projects the image and ethos of the firm at all times. This role will require a wide variety of tasks. Provide a high-quality customer focused reception service, across the firm's 3 reception desks and meeting room booking line.

Key Responsibilities

• Meet and greet clients and visitors ensuring their comfort by taking responsibility for belongings and offering refreshments.
• Take responsibility for the client experience.
• Announce client/visitor arrival to meeting host.
• Show client/visitor into appropriate meeting room.
• Deal with any requests/questions and problems that clients and members of staff may have.
• Use the EMS room booking system for booking meeting rooms.
• Establish professional and clear communication with the PAs, Business Services, Fee-Earners, Partners, and Clients.
• Assist the Hospitality team with room setup when required.
• Take ownership of work area ensuring all Health and Safety and Security policies and standards are followed.

Other Responsibilities

• Meet and greet clients and visitors ensuring their comfort by taking responsibility for belongings and offering refreshments.
• Take responsibility for the client experience.
• Announce client/visitor arrival to meeting host.
• Show client/visitor into appropriate meeting room.
• Deal with any requests/questions and problems that clients and members of staff may have.
• Use the EMS room booking system for booking meeting rooms.
• Establish professional and clear communication with the PAs, Business Services, Fee-Earners, Partners, and Clients.
• Assist the Hospitality team with room setup when required.
• Take ownership of work area ensuring all Health and Safety and Security policies and standards are followed.

Personal Specification - Experience, Knowledge & Skills

Experience & Knowledge

• Experience in front and back-office processes is required with strong Administration Skills preferable.

Skills

• PC literacy and proven ability to manage daily activities using various systems, including the internet and e-mail functions.
• Good communicator - Good verbal communication skills, also an active listener.
• Strong Customer Service focus.
• Excellent people skills and ability to interact with a wide range of client staff and demands.
• Demonstrated strong client relationship skills - able to interact on Phone and face to face with external clients.

Personal Attributes

• Self-motivated and confident.
• Flexible - able to adapt and effectively deal with rapidly changing, stressful situations.
• Exhibits honesty & trustworthiness, builds followership.
• Takes pride in appearance.

Shift Patterns

The Client Host role is a full-time, 100% office-based position with the core hours being 35 per week, Monday to Friday inclusive. Shifts are scheduled in advance across the following working patterns:

• 8:00am - 4:00pm
• 9:00am - 5:00pm
• 10:00am - 6:00pm
• 11:00am - 7:00pm
• 12:00pm - 8:00pm

We are excited to have moved from our London headquarters in Snow Hill, to a brand-new building in the City - Stonecutter Court.

Diversity & Inclusion statement: We value and celebrate the unique backgrounds, perspectives, and experiences of every individual including differences in gender, ethnicity, disability, faith, and more. We're committed to building an inclusive workplace that reflects the diversity of our clients and communities, where everyone feels empowered, respected, and heard. We actively partner with organisations and networks that champion equality and fairness, ensuring our policies and practices uphold these values.

Accessibility statement: If individuals have any accessibility issues when reviewing this document, please notify a member of the Travers Smith HR team so that the document can be provided in your preferred format, such as large print, audio, or braille.

Support and Adjustments for candidates: We are committed to ensuring that people who are disabled or have a long-term condition are empowered in their identity, valued equally, and listened to. If we can adjust the recruitment process to make it more accessible, please let us know. For further information please visit our website: Recruitment - Support and adjustments for candidates | Travers Smith