Customer Service Specialist

Knowledge & Information Services Assistant - IAG page is loaded Knowledge & Information Services Assistant - IAG
Apply locations Manchester time type Full time posted on Posted 16 Days Ago job requisition id R-03552 The Knowledge & Information Services Assistant will support the firm’s Knowledge Lawyers and the lawyers in the international arbitration group (IAG) worldwide . They will be responsible for capturing knowhow and developing our internal knowledge collections, managing our external resources (online and in print) and guiding users, responding to queries and supporting resources training.
The Knowledge & Information Services Assistant will be part of our global Knowledge & Information Services Team, which is led by the Global Head of Knowledge & Information Services. They will report to a Knowledge & Information Services Manager and will work alongside other Knowledge and Information Services Specialists and Assistants. 
The IAG is a truly integrated and global team with shared know-how, resources and training. As such, the role is a truly global one supporting lawyers across multiple jurisdictions. The role will principally support the IAG but, as a member of a global team, will also collaborate with colleagues on firmwide or cross-practice projects. Freshfields’ global Knowledge function connects people and knowledge to enable the firm’s lawyers to provide market-leading client service, to grow the business of the firm and strengthen client relationships, and to support the firm’s lawyers in developing their legal skills, while focusing on value, quality and efficiency. Our Knowledge & Information Services team is a key part of the Knowledge function and plays a critical role in ensuring the firm’s lawyers and business services colleagues have access to curated internal knowledge collections and external resources relevant to their work, and supporting research activities and current awareness.
Current awareness (internal and external facing) : supporting the creation and sharing of updates, insights and commentary on legal, regulatory and market developments – this may involve conducting research, collating materials, tracking cases, legislation or other developments or key topics (which may support the production of external facing content such as blogs, briefings and client presentations), drafting summaries and updates (incl. first drafts for external/client facing updates or K materials and internal updates) and maintaining topics pages on our Knowledge SharePoint 
Knowledge collections management : Collating and maintaining our internal knowledge collections, including uploading knowhow and tagging (adhering to our global standards and governance protocols), creating and maintaining topics pages, reviewing and curating materials – this requires the ability to understand, abstract and disseminate key information about the relevant knowhow (with guidance from relevant Knowledge Lawyers).
Supporting the Knowledge Lawyers and lawyers in the practice groups on the creation and updating of internal knowledge products (eg standard forms, templates and practice notes – including automating documents).
Developing a comprehensive understanding of the external online databases and resources relevant to the practice area, with the ability to search and retrieve content efficiently and effectively and guide others in doing so, guiding others in setting up alerts, and participating in trials of new products, occasional liaison with vendors on queries.
Resources training and guidance : Supporting resources training for lawyers and other business services colleagues on how to use the Knowledge SharePoints, other internal knowledge tools (e.g. Athena) and external resources in conjunction with other Knowledge & Information Services colleagues – including helping to develop e-learnings and guidance materials to support direct access
Helping users orient their own searches, including directing them to specific internal or external resources, and responding to queries from lawyers in the practice groups or other business services colleagues; this will involve (where appropriate) researching and locating sources and commentary from internal and external resources (including confirming if sources are available), answering simpler queries outright and seeking guidance from Knowledge Lawyers or more senior members of the Knowledge & Information Services team on more complex requests as needed. As part of the wider team, occasionally classifying and cataloguing new titles, and updating our online library system and relevant SharePoints as required. Occasional travel to London to support the management of physical libraries and hard copy resources in the London office. As part of wider team, conducting audits of books, journals and external databases, from time to time, to ensure relevance/value and to identify competitors as part of renewal process
Compliance with policies : Being aware of copyright and compliance policies and adhering to them when disseminating materials
Supporting external vendor management : Working with Global Procurement and other Knowledge & Information Services colleagues on contract renewals and new purchases of resources in line with our global subscriptions policy, including occasionally assisting with purchase orders and invoices for resources specific to the area. 
Highly IT literate, including excellent command of Microsoft Office 365 (including Excel)
Relevant work or study in international arbitration or arbitration generally (training will be available but some basic knowledge is desirable)
SharePoint skills, content publishing, database maintenance and ability to upload content to websites (full training will be available)
Experience of working in a law firm (e.g. as a paralegal, knowledge assistant or in a library/research role) and/or understanding of legal products/services or professional services experience is desirable
Freshfields Bruckhaus Deringer is a major international law firm, providing business law advice of the highest quality. We want to be the law firm that clients turn to for legal advice where it most matters, wherever in the world that may be. The Firm has over 2,400 lawyers in 28 offices around the world, providing a comprehensive service to national and multinational corporations, financial institutions, and governments.
We see diversity as a strength which creates fresh perspectives and generates new ideas. Cross-border work is not just what we do, it is what we excel at. We understand what it really takes to work across different legal systems and commercial environments and to bridge language and cultural gaps.
We aim to add value in everything we do - we are passionate about helping our clients succeed. We use our experience and creativity to help clients make judgements and achieve their goals. In everything we do, we seek to make a real difference to the communities in which we operate.
Freshfields is committed to promoting equality and diversity and to developing a culture that values differences, recognising that employees from a variety of backgrounds make important and positive contributions to our business and how we service our clients.
Inclusion
All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.
A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case-by-case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). Freshfields Bruckhaus Deringer is a global law firm with a long-standing track record of successfully supporting the world’s leading national and multinational corporations, financial institutions, and governments on ground-breaking and business critical mandates.
At Freshfields we seek to create a better future for our clients, our people and the communities in which we live and work. We value diversity and are committed to building an inclusive environment where everyone feel they can belong, engage and excel.
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