Support Services Team Leader (6332) in Manchester

The Support Services Team Leader will assist with the day‑to‑day management of the PAs based in offices across the UK supporting our teams and clients within Personal Injury. 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 team to ensure operational efficiency.

This is a hybrid role, with two days office attendance in our Manchester office per week.

Responsibilities

• Conduct 1:1s with team members, manage the wellbeing, attendance, performance, and engagement of the team
• Conduct formal end of year reviews for colleagues allocating appropriate performance gradings
• Liaise with HR to manage any formal issues
• Cultivate a culture of high quality and high performance amongst the team
• Ensure seamless delivery of exceptional service to clients
• Operate 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. This includes personally dealing with more difficult aspects of workload or process breakdown and acting as a trouble‑shooter to resolve a wide range of problems
• 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
• Assist the Partners with projects and initiatives ensuring the PA support team are operating in alignment with their short‑ and long‑term goals

Qualifications

• Proven experience managing and leading a team, including responsibility for performance management, wellbeing, attendance, engagement and development of colleagues
• Experience delivering operational services against agreed service standards, targets or client commitments
• Experience coaching, supporting and developing team members to achieve performance and quality objectives
• Experience implementing or supporting change initiatives, new processes or ways of working within a team environment
• Ability to build effective working relationships with colleagues, managers and stakeholders to achieve shared objectives
• Ability to identify operational issues, assess options and implement practical solutions to maintain service delivery
• Strong organisational skills with the ability to prioritise workloads, manage competing demands and meet deadlines
• Proficiency in using business systems and technology to manage work, monitor performance and support service delivery
• Effective written and verbal communication skills, including the ability to communicate clearly and professionally with a range of stakeholders

Desirable

• Experience working within a legal, professional services or corporate support environment
• Knowledge of Personal Injury operations or previous experience supporting Personal Injury teams
• Experience managing geographically dispersed or hybrid teams
• Experience supporting workforce planning, resource management or operational improvement projects
• Experience working with service level agreements (SLAs) and performance metrics
• 25 days holidays as standard plus bank holidays - you can ‘buy’ up to 35hrs of extra holiday
• Generous and flexible pension schemes
• Volunteering days – two days of volunteering every year for a cause of your choice (fully paid)
• Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services

Irwin Mitchell LLP is an equal opportunity employer.