The Opportunity:

The Service Excellence Lead will play a pivotal role in supporting the delivery of exceptional customer experience across Ashurst Service Central (ASC).

This position is responsible for supporting the operational management of key customer service metrics, risk management, and business assurance activities. The role will focus on driving customer experience, ensuring compliance with risk and quality standards, and providing robust day-to-day operational support and reporting to the ASC Leadership team. This is a hands-on role, ideal for a proactive individual with strong analytical and organisational skills, seeking to make a tangible impact within a global law firm environment.

This is a full-time, 12 month FTC role based in our Glasgow office with hybrid working.

More information can be found in the job description attached to the role on our careers site

About you:

The successful candidate will have:

Minimum 3+ years' experience in a customer service operations, business assurance, or risk management role, ideally within a professional services or corporate environment.
Demonstrable experience managing operational metrics (e.g., AHTs, SLAs, KPIs) and delivering actionable insights from data.
Excellent organisational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
Strong communication and interpersonal skills, with the ability to work collaboratively across teams and with stakeholders at all levels.
Experience supporting or implementing continuous improvement and quality assurance initiatives.

What makes Ashurst a great place to work?

We offer you all the things you should expect from an international law firm, some of which include:

competitive remuneration with the flexibility to reward high performance;
flexible working;
corporate health plans;
a global professional development offering for all employees; and
an industry-leading programme that celebrates diversity and inclusion.

We are committed to delivering positive impacts to our communities through our Social Impact programme.

We aim to recruit, retain and promote the best people from the widest possible talent pools. We are committed to offering a safe and welcoming environment for all employees to ensure they are supported to work at their best.

Beyond this, what sets Ashurst apart from others is our global strength, our drive to innovate and collaborate, and our commitment to excellence. It is these values that make Ashurst a unique place to work.