Role Description
Role title: Client Relationship Associate
Reporting to: Client Development Sales Director
Location(s): Edinburgh/Fife
Pagan Osborne Values
‘Passionate about you’
Client first – always doing the right thing
One team – working together
Innovation – progressive action
Role Purpose
This is a primary Client Sales Relationship & Business Development role with the clear purpose of
fully understanding and meeting sales objectives by identifying clients’ needs, their personal legal
and business requirements. You will be a consummate business development professional who is a
leader in their geographical market building upon established and creating a new network of client
base. This is achieved by utilising your legal skills to undertake the required 360 client reviews, and
ensuring the identification and delivery of appropriate and proportionate legal and advisory
services, generation of sales, income and leads created and responding to will be essential
requirements of the role. Your clients will associate you as being the source of solutions to all of
their legal and advisory needs. These will be achieved through either direct execution or via
referral, either immediately or in the future, for either internal PO teams or Partnership Businesses.
In the role you will build upon and strengthen continuously your business network to the benefit of
Pagan Osborne. Delivery against sales performance targets and compliance with regulatory
requirements through professional legal excellence are key to success in this role. A highly
articulate individual who is a natural networker and communicator at all times. Being pro-active,
tenacious and flexible in approach and continuously demonstrating strong commercial acumen and
sales performance. Critical to success in this role will be your passion for business development,
desire to achieve and deliver sales results and lead by example showing tangible growth and efficiency.
As an Associate and a more senior legal professional, you will carry a larger client portfolio and fee
targets, be a role model to more junior colleagues, assisting their professional legal development
and you will take an active role in Business Development and PR activities that benefit PO and/or
build your portfolio/fee generation.
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Key Responsibilities & Accountabilities
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Fully assess clients’ needs through required regular communication with your portfolio of
clients and 360 review processes, ensuring excellence of service and compliance with
regulatory and professional requirements.
Own your 360 referral process ensuring that you record and maintain matchpoint at all times to
ensure that all referrals are accurately recorded and reflected in your and team members
performance.
Service and deliver client needs that are within own remit of responsibility/capability to ensure
delivery of sales performance achieving and surpassing individual performance targets/KPI’s.
Adopting a proactive quiet time strategy to ensure you have maximised all viable solutions of
self generating business should you be below required performance levels.
Own your sales performance, adopting an own business approach as well as contributing to
team performance, ensuring you take responsibility of own individual fee/target performance
and ensuring you are aware of importance of continual performance and achievement.
Have outstanding knowledge of our total business services and products and that of our
alliance partners to ensure total needs and benefits selling for our clients and to meet
performance expectations.
Produce high standard of competence and professional work in your area of broad legal
knowledge.
Take, record and carry out instructions on straightforward and more complex legal transactions
as appropriate and relative to role, experience and client need ensuring appropriate value for
both client and PO i.e. work is completed at correct level of experience and cost to mutual
benefit of client/PO.
Professional competence delivered consistently through correct use of legal precedents.
Take an active role in attending networking events and make contact with people with whom
the Company may do business in the future to ensure achievement of required performance.
Build, develop and raise profile through active online presence
Provide marketing support at business development events and functions and play active role
in enhancing profile/activity of your team through promotion/attendance of events such as
press articles/seminars etc.
Actively maintain sales delivery and follow up all lead generation, ensuring the client is clearly
informed when contact will be made in the future and why and who will make this contact.
Comply with the Companies file management procedures and use the Companies time recording
procedures.
Own your part and actively contribute to Pagan Osborne business planning.
Work in progress, disbursements and bills – Within the team review and address any variances
from agreed financial objectives
Credit control - Ensure work is fed appropriately and bills paid promptly and notify the appropriate
person if they are any problems. Understand the operation of day to day accounting and financial
management.
Through your knowledge of the current and future markets and your detailed understanding of all
areas of which the company provides services in and the issues they face, you will work with
individuals across the company to drive forward and create fruitful joint initiatives with a range of
external partners bringing new clients to PO.
You will work with teams to identify keys areas of differentiation and in the active development of
products/initiatives to bring to market and helping develop a pro-active business development
culture within PO.
As a senior and influential member of the company you will be an ambassador and visible vocal
presence both internally (education/mentoring/guiding/developing) and externally.
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Job Requirements & Essential Skills/Behaviours
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You represent Pagan Osborne and your profession as such role modelling of our values and
behaviours are essential both internally and externally to Pagan Osborne.
Qualified Solicitor in Scottish Law
Member of the Law Society of Scotland with no professional conduct findings against you.
Have a current and valid Driver’s licence
You will be creative, innovative and dynamic in driving own sales performance and continually
applying new and different solutions to deliver required levels of performance for you and your
colleagues.
Having, and continually maintaining, strong market knowledge to ensure you can achieve sales
performance, respond to clients’ requests or objections and creating insight through market
analysis.
A self starter and self-motivated individual who is experienced in business to business and
consumer environments and is results focused and high achievement orientation.
A confident negotiator demonstrated by previous business dealings and demonstrable track record
in successful business development
Demonstrate and develop flexible and skilled sales skills that deliver excellence in client service,
flexing style and approach, and achieve required performance outputs; KPI’s , income and all other
related targets.
Apply a commitment to continuous professional development through active identification of your
own personal, legal and technical training needs and being pro-active in seeking and acting upon
constructive feedback. Attend training sessions as required and participate actively to won and
others benefit.
Demonstrate a hunger to maintain and develop a broad range of skills necessary to being a
leader in your field
Have a true passion for people with a proactive communication style seeking out new clients,
continuously building portfolio depth and value.
Strong organisational and time management skills applied to ensure all client reports; letters
and communications are of a high standard, clear, transparent and represent professional
quality of you as a solicitor and the brand of Pagan Osborne and always executed within
agreed timescales.
Have strong rapport building skills to ensure build trust and establish relationship with clients.
Have ability to work in matrix environment and influence positively and effectively. Always focusing
on what is right for client and ensuring that work is completed by most appropriate individual.
Own delivery to client - ensure you work in partnership with other parts of Pagan Osborne to ensure
high standard of delivery.
If errors or mistakes occur, own these and rectify quickly working in partnership with other
colleagues of Pagan Osborne as appropriate to resolve. Ensure follow up activity to ensure error
not repeated continuously.
Be a team player and client care focused.
Maintain and continuously build IT and other office management systems/tools competence to
ensure efficiency for self and benefit to client.
Understand and adhere to the Companies policies and procedures.
Own your performance by fully contributing to the PDR process and personal goal setting, ongoing
monitoring of own performance against agreed targets, KPIs, financial objectives and act upon any
areas of improvement
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