Support Services Team Leader

Your Role and What You'll Be Doing

The Support Services Team Leader will assist with the day-to-day management of the PAs supporting our client facing teams and clients within Private Client Services. This includes the development and maintenance of appropriate processes (in-line with agreed department processes) that will improve service levels and cost-effectiveness. This role will supervise, co-ordinate and lead the activities of the support functions. There will be significant focus on continual performance improvement throughout the office to ensure the office operates efficiently.

You will be required to:

• Lead the support team to ensure housekeeping is up to date and deadlines are met
• Conduct 1:1s with team members, manage the wellbeing, attendance, performance and engagement of the team
• Conduct formal half and end of year reviews for colleagues allocating appropriate performance gradings
• Liaise with HR to manage any formal issues
• Share best practice across the teams’ nationally where appropriate to continuously improve the quality of chargeable and non-chargeable administrative support.
• Operate locally as a change champion to support the development and roll-out of new support initiatives and operational processes.
• Ensure the quality and timeliness of work completed to achieve or exceed SLAs/client commitments
• Continually review and improve the way the flow of work moves through the office, including systems and procedure. This includes personally dealing with more difficult aspects of workload, or process breakdown. Act as trouble-shooter to resolve a wide range of problems
• Review and prioritise the office workload and support central teams, partners and fee earners to re-distribute when required to ensure high levels of service are achieved.
• To manage all aspects of administration, including word processing and telephone duties
• Review and monitor individual employee performance, providing or arranging training and/or coaching when required, to ensure acceptable performance levels are achieved. This includes fulfilling the firm’s appraisal process and providing leadership and guidance through the performance management process for all team

About You

• Experience in a leadership role, preferably within an operations or professional services function
• Experience in Private Client Services within a law firm is desirable
• Ability to work on own initiative
• Conference management experience
• Strong technology skills
• Build effective working relationships
• Problem solving
• Time management and organisation
• Grammar and punctuation
• Accuracy and attention to detail.

If this sounds like you, we would be delighted to receive your application!