Weekend Document Production and Workflow Specialist - Day Shift - Remote

We are currently recruiting for 1 x Weekend Document Production and Workflow Specialist across the day shift. The hours for the role are 08.00-16.00 on Sundays and can be from one of the following options Monday – Thursday 09.30-17.30 /10.00-16.00 or 11.00-19.00. Please only apply if you can work this shift you are applying for. This is a full time position, not freelance. 

Due to the nature of this role, it is recognised that it can be performed mostly remotely with the expectation of coming into the Newcastle office as business needs require.

The role

The purpose of this role is to be part of the GBS Document Production (GBS DP) team and is responsible for providing a direct first class professional document production (DP) and customer service to the partners and fee earners across all Global offices, supporting the wide range of DP profiles of work. As well as ensuring workflow is efficient and accurate, championing quality and consistency, liasing with team members on shift to ensure work is acknowledged in a timely maner and ensuring accurate input and administration of the workflow tool, ServiceNow (SNOW).

Key Responsibilities

Document Production/Workflow & Administration

Providing an accurate and high quality DP service along with some Workflow Specialist duties during peaks on shift. Profiles of tasks vary across a large suite of legal and non legal work streams including, but not limited to:

• producing high-quality legal documentation using Clifford Chance templates or tailored as per requirements (incl. MS Word, PPT, Excel and Adobe PDF)
• Document health checks/cleaning and converting
• Graphics/Charts
• Document conversions
• Offering Circulars, Legal Review Reports, Client Briefings, Technical Bulletins, Mail-Merge, eMailers
• Cross-reference checking
• Revisions and amendments
• Comparisons/blacklining
• Copy typing
• Audio typing

Priortise in accordance with agreed deadlines as submitted on SNOW and agreed with clients. Demonstrate understanding of work and ability to carry out all DP tasks.

Operational co-ordination of Workflow and utilising Workflow Application (SNOW) including actively making sure all relevant information is accurately logged and maintained not limiting to personal time tracking, estimations, deadline management and document security. 

Provide the first level support for all client and team queries during this time in relation to all work and workflow related issues, escalating to the GBS Management team as required and/or liaising with team members on shift.

Working seamlessly with the Firm's document management system, iManage, for document retrieval and return to system.

Producing high quality tasks and logging and allocating tasks to Document Production Specialists when required.

Ensure "best practice" guidelines are followed at all times. 
Liaise with all relevant departments:
London
Newcastle
Delhi
Hyderabad
Virtual Assistant Teams (inc. EA's TA's both in London and India)

Agree deadlines and lead on communications direct with clients, together with updating Workflow Application with all relevant information to each request.

Applying software knowledge to all tasks and troubleshooting across GBS.

Team Support

• Working collaboratively with team members to ensure the provision of first class support services to fee earners Globally.
• Establish, maintain and develop effective communication with team/colleagues globally.
• Complete any ad-hoc duties as requested by GBS Management.
• Collaborating with Weekend GBS Shift Manager as required during periods of high volumes, escalating on shift issues/complaints or highlighting pinch points.

Client Services

• Deliver exceptional customer service, present as proactive, friendly, helpful, willing and efficient at all times.
• Leading as first point of contact on client communications upon task submissions. 
• Ensuring all communications are efficient, timely and accurate across GBS.
• Co-ordination of GLB Exceptional Access/SPM requests.
• Efficiently capture information within SNOW and any other ad hoc spreadsheets/databases.