What effect could the new Flexible Working Bill have on your client’s experience?
A guest blog by Shaun Cremins, CX director at insight6, the Customer Experience (CX) specialists.
The recruitment and retention of top talent remains a priority for law firms as we head into 2024.
The Flexible Working Bill received Royal Assent on 20 July 2023 and is set to come into force in 2024. The bill will have a fundamental impact on employees’ rights and flexible working arrangements. But what impact could this have on your client’s experience?
Remote work and flexible work arrangements became more prevalent due to the COVID-19 pandemic. Many law firms continue to offer flexible work options, which can impact how legal services are delivered and how clients interact with their legal teams.
Here are some ways that legal firms in the UK can utilise flexible working arrangements to enhance client care:
Improved Responsiveness:
Flexibility allows legal professionals to be more responsive to client needs. Lawyers can address urgent matters or client inquiries promptly, even if they are working remotely or outside traditional office hours.
Enhanced Communication:
With the use of digital communication tools, legal professionals can maintain consistent and transparent communication with clients, regardless of their physical location. Regular updates, virtual meetings, and real-time collaboration contribute to a more engaged and informed client base.
Global Collaboration:
Flexible work arrangements enable legal teams to collaborate seamlessly across geographic locations. This can be particularly beneficial for clients with international interests, as legal professionals can work across time zones to provide comprehensive and timely support.
Personalised Services:
Flexibility allows legal professionals to tailor their work schedules to better align with client needs. This can result in more personalised and client-focused services, as lawyers can be available when clients require assistance or updates.
Cost Savings:
Flexible work arrangements can lead to cost savings for both legal firms and clients. Reduced office space requirements, travel expenses, and other overhead costs can potentially be passed on to clients, contributing to a more cost-effective service model.
Attracting and Retaining Talent:
Offering flexible work arrangements can be a key factor in attracting and retaining top legal talent. A satisfied and engaged legal team is more likely to deliver exceptional client service, fostering long-term client relationships.
Adaptability to Changing Circumstances:
Flexible work arrangements make legal firms more adaptable to unforeseen circumstances, such as public health crises or disruptions. This adaptability can ensure continuity in client service even in challenging situations.
Work-Life Balance:
A healthy work-life balance for legal professionals contributes to job satisfaction and overall well-being. Content and fulfilled legal professionals are likely to approach client matters with a positive mindset, which can positively impact the client experience.
Technology Utilisation:
Flexible work arrangements often require the use of advanced technology for collaboration, communication, and document management. Legal firms can leverage these technologies to streamline processes and provide clients with efficient and tech-savvy services.
Client Empowerment:
Flexible working arrangements can empower clients by providing them with more self-service options, such as online portals for document access, case updates, and communication. This fosters transparency and gives clients a greater sense of control over their legal matters.
How recently has your firm conducted a review of your flexible working arrangements and the benefits they can offer clients? Are you using those benefits in your messaging to clients?
Your local insight6 Client Experience Director is always on hand to support the on-going development of both your client and employee experience strategy, via the data gained from your client experience reviews, and bespoke training solutions for your firm’s needs.
About insight6
insight6 are the only Customer Experience (CX) specialists in the UK and Ireland with 25 experts across the country supporting over 1000 clients. Your local insight6 Client Experience Director is always on hand to support the on-going development of both your client and employee experience strategy, via the data gained from your client experience reviews, and bespoke training solutions for your firm's needs.
Shaun Cremins is insight6’s Customer Experience Director for Derbyshire, Warwickshire and Walsall.
