Client Services Performance Manager

The Firm

Established in 2020, KP Law (previously Keller Postman) is a specialist litigation boutique, focussing on collective redress. The firm has over 100 employees across offices in London, Manchester, Birmingham, and Liverpool, , representing over 250,000 individual clients across a range of cases in areas such as product liability, competition, worker rights, data breach and privacy and financial services. 

The firm’s ethos is to combine the best legal talent with a strong operational and technological platform to enable its clients to pursue cases that could not otherwise be brought against large corporates as a result of their wrongdoing. Uniquely, KP Law is owned and fully financed by a recognised UK litigation funder (Legatus Holdings). All of its cases are for claimants and carried out under contingent fee agreements at no cost or risk to its clients.

KP Law was ranked Tier 1 for Group Litigation: Claimant in The Legal 500 UK Guide 2024. This follows our success in 2023 where we received a commendation for ‘Litigation Boutique Firm of the Year’ at The Lawyer Awards 2023 and won the Race Equality Initiative of the Year at the 2023 Women & Diversity in Law Awards.

The Role

We are looking for a Client Services Performance Manager to join a fast-paced, customer-focused environment. This role is highly data-driven and plays a key part in understanding the end-to-end client journey, analysing customer behaviour, and translating insights into actionable recommendations. The successful candidate will have experience working with large customer datasets, ideally within a call-centre or contact-centre environment.

Key Responsibilities:

• Monitor client requirements, case progression and workload data to improve operational efficiency, balance work allocation, and support decision Lead, coach, and develop Client Service Team members to build capability, confidence, and high‑performance behaviours·
• Foster a positive, collaborative, and inclusive team culture aligned with the firm’s values
• Oversee end-to-end client journey and process design, utilising data to identify friction points and opportunities for improvement
• Lead by example when managing workload, customer focus, accuracy, and operational excellence
• Identify patterns, trends, and anomalies in client’s behaviour and case data to drive timely intervention, improve case progression, and enhance operational efficiency.
• Support the fast-paced delegation and allocation of tasks, ensuring workloads are managed effectively
• Build strong relationships with stakeholders across the legal practices and cross‑functional operational teams to support alignment and collaborative delivery.
• Monitor, update, and maintain accurate case records and statuses
• Own and lead the development, delivery, and continuous improvement of dashboards, reporting, and performance metrics
• Provide regular insights and recommendations to stakeholders to improve client outcomes and efficiency
• Work closely with the Head of CST stakeholders and leadership teams to support continuous improvement

Person Specification: Proven experience analysing customer or client data in a call centre or contact centre environment

• Previous experience managing a large team, overseeing day‑to‑day team operations, ensuring workloads are balanced and consistent high-performance delivery.
• Strong analytical skills with the ability to interpret complex datasets
• Experience with customer segmentation, behavioural analysis and process design.
• Confident using reporting tools, dashboards, and data visualisation
• Ability to work effectively in a fast-paced, high-volume environment
• Strong attention to detail, ensuring the integrity and accuracy of underlying data, so that operational decisions are based on reliable and complete information
• Excellent communication skills, with the ability to explain data insights clearly to non-technical stakeholder
• Data-driven and commercially minded
• Proactive, organised, and able to manage multiple priorities
• Comfortable working at pace with changing demands
• Collaborative and stakeholder-focused

Desirable Skills & Attributes:

• · Experience working with CRM systems and case management tools
• Knowledge of customer experience (CX) or journey mapping frameworks
• Advanced Excel, SQL, Power BI, Tableau, or similar analytics tools
• Experience within a regulated environment or professional services.

Equal Opportunities

Our approach to our people is underpinned by our commitment to equity, diversity, inclusion and well-being. Our ambition is to build a richly diverse workforce made up of the best talent in our industry. With a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues.

This means that everyone who either applies to or works for KP Law is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation, or religious beliefs.

Our Values

At KP Law, we pride ourselves on being a values-led law firm. Our Values:

Excellence in Everything

We deliver high-quality work, ensuring accuracy, and attention to detail in everything we do.

We seek continuing competence by embracing feedback, learning from our experiences and that of others, and developing our expertise.

We hold ourselves and each other to account for upholding the highest professional standards, ensuring our clients receive exceptional service.

Together We Achieve More

We collaborate openly, valuing and respecting diverse perspectives to achieve the best results.

We support and trust one another, fostering an inclusive environment where everyone can contribute and thrive.

We recognise that success is a team effort, sharing knowledge and celebrating each other’s achievements.

There’s Always a Way

We approach challenges with a positive and proactive mindset, exploring creative and practical solutions.

We take ownership of problems, staying committed and resilient until we achieve the best outcome.

We embrace change and adaptability, seeing obstacles as opportunities to improve and innovate.

Our Benefits

We strive to offer a rounded benefits package, that employees value, no matter what stage of their career they are in. Current benefits include:

• Annual discretionary bonus scheme
• Company contributory pension scheme
• Hybrid working
• Life assurance
• Cash-back healthcare scheme
• Enhanced family friendly police
• Employee Assistance Programme
• Subsidised gym membership
• Cycle to Work scheme
• Staff referral scheme