Legal Support Manager in London

We are currently looking for a proactive, highly organised, service‑focused individual to fulfil a crucial role supporting the Insurance & Risk team.

Role Purpose

Reporting to the Head of the team, you will be responsible for the day‑to‑day management of all business support to fee earners in the team. Having oversight of the team’s workflow you will coordinate support and ensure all business administrative needs of the team are met. You will also be required to undertake client relationship management and will have responsibility for managing/coordinating key business processes such as our Paperlite initiative and file compliance.

Responsibilities

• Team Leadership
  • Day‑to‑day management of the IRR team’s support staff, including managing holiday, absences and any other people‑management related issues – e.g. appraisals, coaching, disciplinary, grievance or performance issues.
  • Responsible for the development of colleagues, ensuring any identified learning and development needs for the team are addressed.
  • Ensuring that absence is accurately recorded on cascade for all members of the service team.
  • Recruitment and selection of new support staff within the team.
  • Champion the induction process for all new joiners.
• Smart Practice and Workflow Management
  • Liaising with the Head of Team and Partners to coordinate distribution of administrative work across the team.
  • Managing the workflow in the digital dictation platform (BigHand), ensuring enough resource to support business demand, organising out‑of‑hours support when needed.
  • Managing case files – opening, closing, storage and retrieval – ensuring all files are compliant.
  • Overseeing the work of the support team to ensure that firm and departmental quality and compliance standards are met.
  • Sharing and promoting best practice in conjunction with the Smart Practice Team.
  • Support the implementation of technology or systems changes, ensuring the team embraces the changes and is readily supported throughout.
  • Liaising with the Regulatory and Compliance team and ensuring the team is prepared for the annual Lexcel assessment.
  • Contributing to continuous process improvement.
  • Coordination of team and/or firm projects where necessary.
  • Working with other LSMs across the firm to share best practice and resources where needed.
• Client Relationship Management
  • Acting as a point of escalation for client‑related queries that Legal Secretaries are unable to deal with and referring onwards to fee earners where appropriate.
  • Building strong rapport and relationships with clients and third parties.
  • Supporting the coordination of client events and meetings.
  • Acting as the team’s Marketing Lead where appropriate, liaising with the Central Marketing Team to ensure marketing activities are delivered effectively within brand guidelines and budget.
  • Fielding client queries, taking messages on behalf of fee earners and communicating updates as requested by the fee earner.
• Fee Earner Support
  • Proactive management of emails, voicemails/calls and general post, using initiative to route enquiries to the appropriate individuals for swift response and action, ensuring that tasks are followed up.
  • First point of contact for the team on any business support issues.
  • Active management of the team’s monthly fee estimation and billing processes.
  • Managing the team’s processes following up unpaid bills.
  • Proactive diary management of the team.
  • Drafting and formatting of letters, documents, and forms and other administrative duties as may be required.
  • Preparing correspondence and documents through audio‑typing and word‑processing from a team central digital dictation system or as required by fee earners.

About You

• Seize opportunities, we want the teams to work in an agile way which requires adapting quickly to changes.
• Exhibit a desire for continuous learning and professional development and a strong ability to deliver solutions to problems.
• Excellent communication skills, both verbal and written.
• Ability to plan and organise tasks against tight deadlines.
• Excellent attention to detail in all aspects of your work.
• High levels of resilience and discretion and the ability to manage relationships at all levels.
• Ability to make decisions quickly and be open to feedback.
• Results‑focused and proactive in your approach to work.
• Positive can‑do attitude, willing to be hands‑on and do what is needed to achieve results.
• Ability to build relationships and encourage team working and create a supportive culture.
• Possess drive and initiative, anticipating solicitors and clients’ needs.
• Embrace technology and be willing to become proficient at emerging software.
• Driving licence or the ability to travel to other office locations as required.

Knowledge

• A broad knowledge of administrative tasks in legal practices.
• Understanding of legal terminology.
• Demonstrate a sound knowledge of IT skills in Microsoft Office, Outlook, Word, Excel and Teams, Zoom, etc.
• Genuine interest in clients, focusing on absolute client service.

Experience

• Experience within a legal environment / professional services environment.
• Strong legal administration experience.
• Experience in case management systems.
• Experience of working in a client‑facing environment.
• A proven track record of supervising team members is desirable.

Benefits

• Scottish Widows Pension Scheme
• Support staff bonus scheme
• 28 days annual leave (plus public holidays)
• Happy People / Perks at Work benefits portal
• Cycle to Work scheme
• Life Assurance
• 1/3 gym membership contribution
• Flu vaccinations

As HCR is an equal opportunities employer, we don't just accept differences, we celebrate them. We want to attract a diverse and ambitious workforce that reflects all backgrounds and skills to create a workplace that is supportive and inclusive, recognises and nurtures talent, and which works together to achieve the best outcome for our clients.