Job Description

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:

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