Jo O'Brien, Director of Legal Services – Operations

What was your background before joining WorkNest?

All in all, I’ve now been working in the fields of HR and employment law for more than 30 years. I’ve enjoyed a wide range of experience in this time, but most notably I worked for the NHS, where I was responsible for preparing the contracts for doctors, dentists, pharmacists and opticians. This is what sparked my interest in contract law, which led me down my current path. I was also part of the team that investigated misconduct among high-earning dentists and doctors, which played a major part in developing my passion for HR and employment law.

Having honed my craft in various roles, I then joined WorkNest in 2007, starting out as an Employment Law Adviser, then moving into the Head of Legal Services role, and eventually being promoted to my current position.

What does your role at WorkNest entail?

In a nutshell, I’m responsible for the operational delivery of WorkNest’s legal services. More specifically, this entails assisting our Director of Legal Services in the formulation and implementation of the business plan for legal services, working with other members of the legal management team to ensure the efficient, effective and harmonious functioning of the department, and effectively planning and monitoring a team of expert advisers to ensure client service remains at the centre of all of its activities.

I’m also responsible for day-to-day work management, which includes client allocation, fair work distribution, reporting and analysis for more efficient and effective work management, and ensuring the development and effective functioning of the legal client management system. As well as having operational responsibility for the legal team, I lead our team responsible for delivering contracts and handbooks to our clients and our legal admin team.

Over the years, I have gained experience working with most sectors, with a focus on supporting retail, care, logistics, manufacturing and professional services clients. I believe that my clients see me as an extension to their team. I’ve worked with most of my existing clients since I joined EW, and because of the relationships we have formed and my knowledge of their business, I wanted to retain those clients even though my role has now evolved into operations.

Which aspect of the role do you enjoy the most, and which do you find most challenging?

My client relationships are undoubtedly the highlight of the role. Reviewing and passing on the fantastic feedback we receive from our clients is always a great feeling, and this has been particularly rewarding during COVID-19, which brought with it a vast increase in the demand for our service and support.

With responsibility for managing client complaints, this is the most challenging part of my role. We pride ourselves on delivering exceptional client care, so any client dissatisfaction is a great concern. Thankfully we receive very few. I consider any feedback – good, bad or indifferent – to be extremely valuable and an opportunity to improve, and therefore see it as my responsibility to deal with any issues raised it in an appropriate and pragmatic manner.