Practice Support Manager

Overview

This role will be responsible for the successful delivery of a high-quality, client-focused legal support service, through the operational day-to-day management of the practice and team assistants; and will be the main point of contact.

They will work closely with all members of the team focusing on understanding the business and practice needs and work with the Head of Legal Support Services and fee earners to strategically design and deliver appropriately resourced administrative support services and deliver exceptional client service.

Responsibilities

• Manage individual performance of allocated support resources including regular progress meetings and annual appraisals, probation reviews in line with the competency framework, and objective setting.
• Ensure the smooth induction of new starters, transfers and maternity returns to the department, ensuring awareness and understanding of HR, department and client specific policies, procedures and information.
• Act as a coach to develop the team to the highest standards.
• Identify appropriate training to support induction and personal development through feedback, performance management and continued assessment of training needs.
• Provide pastoral care and active management of wellbeing for the legal support team.
• Manage legal support teams with a focus on service delivery and excellence; resolve issues relating to workflow, resources, working relationships, service delivery and HR matters.
• Working closely with other Practice Support Managers, manage resource allocation to ensure service levels are maintained across the department and ensuring a fair distribution of workload and cover.
• Work closely with the Head of LSS to support wider group. Ensure full understanding of the groups aims and objectives.
• Develop relationships and proactively engage with the fee earners to understand client specific requirements/SLAs/KPIs, and to ensure the successful management and administration of practice area support.
• Responsible for ensuring the prioritisation of work appropriately.
• Ensure all Practice Assistants and Team Assistants work proactively and for the benefit of the business across their team and other teams as appropriate.
• Manage headcount in line with business needs and ensure business case established where changes are required, drafting documentation as requested.
• Manage the recruitment and selection process, ensuring recruitment is within budget, alternative options have been explored and appropriate business cases are provided.
• Keep abreast of issues, anticipate changes in demand/regulatory changes and effect timely interventions to address the changes, working with the Head of Dept to introduce these into the service.
• Proactively and flexibly work with the other Team Managers to improve the quality and efficiency of legal support services provided to the business, ensuring consistency of approach.
• Arrange and chair legal support team meetings.
• Produce management information as required; Implement and review team KPIs/SLAs, statistics etc. for ongoing monitoring of quality and efficiency and performance management.
• Approval of overtime.
• Review processes and service provision, introducing improvements/new services as appropriate; developing and managing the current services being provided as well as considering future changes in line with technology changes and the changing needs of our clients/the business.
• Co-ordinate the day to day operational running of the team, such as approval of overtime and other expenses.
• Ensuring high standards of service are consistently maintained and developed.

Qualifications and Skills

• Previous Management experience
• Demonstrable experience of working in a management role in a legal or professional service environment.
• Advanced Microsoft Office skills
• Excellent communication skills with the ability to quickly establish credible relationships at all levels.
• Experience of managing multiple stakeholders and leading change.
• Ability to balance conflicting priorities, be alert to potential problems and challenge working practices.
• Proactive, collaborative and forward-thinking.
• Confidential and discreet but able to redirect information when appropriate to ensure areas of concern are resolved efficiently and effectively.
• Ability to identify and deliver improvements to processes and systems to ensure efficiency and the drive to see projects through from initiation to completion.
• Ability to lead, motivate and develop people.
• Attention to detail and the highest quality standards.
• Resilient with the ability to manage difficult situations effectively and stay calm under pressure.
• Strong influencing skills.
• Acts as a role model and mentor.
• Customer service focused.

Benefits

• Competitive salary - paying up to £45,000
• 25 days holiday plus you can buy and sell a further 5
• Pension and life assurance
• Well being and lifestyle benefits
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