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Legal Support Manager

Type: Permanent
Salary: £57,700 - 74,200 per annum
Location: Liverpool Street

Owen Reed are recruiting for a Legal Support Manager to join a top law firm in London.  This is a hybrid role working 2/3 days a week working in the office 

Hours : 09.00 - 17.30

Department: Legal Support

Location: London

The Team

To ensure the Hub Leaders and legal support teams meet the demands of the firm and its clients.   This role will be responsible for the successful delivery of a high-quality, client- focused legal support service, through the strategic and operational day-to-day management of the Hub leaders, Practice Assistants, Legal Services Assistants and Administrative Assistants; and will be the main point of contact for ensuring operational excellence.  They will work closely with all members of the team focusing on understanding the business and practice needs and work with the Head of Workplace Services and Legal Support and fee earners to strategically design and deliver appropriately resourced administrative support services and deliver exceptional client service.

Key Responsibilities

People Management

• Manage   Hub   Leaders,   Practice   Assistants,   Legal   Services   Assistants   and Administrative Assistants services in a proactive manner, whilst ensuring individual performance  levels  are  maintained  to  a  high  standard.    Such  responsibilities  to include 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 Hub Leaders and team members to the highest standards

• Identify appropriate training to support induction and personal development through feedback, performance management and continued assessment of training needs

• Pastoral care and wellbeing for Hub Leaders and legal support team members

Management of Support Services

• Manage legal support teams with a focus on service delivery and excellence; resolve issues relating to staffing and performance issues resources, working relationships and HR matters

• Support resource management and business case for staff allocations

• Work closely with the Head of Workplace Services and Legal Support 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 Hub Leaders have a handle on the prioritisation of work and work is shared across hubs where necessary

• Ensure all Hub Leaders and their teams work proactively and collectively 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 appropriate Heads to introduce these into the service

• Proactively and flexibly work with the other Legal Support 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 desk allocations, moves and changes in conjunction with IT and BusinessOperations

• Ensuring high standards of service are consistently maintained and developed 

Quality of Service

• Drive  the  delivery  of  exceptional  client  service,  quality  and  consistency  across departments   through   ongoing   process   improvement;   review   of   systems   and processes, capturing, sharing and implementing best practice

•Ensure  full  compliance  by  the  legal  teams  of  our  policies  and  procedures  (e.g.Compliance, ISO, Finance), engaging with central teams where appropriate

• Actively support and be a champion for department/firm initiatives, engaging with central teams where appropriate and driving implementation of changes

• Lead on department projects, adopting common project methodologies from initiation to  completion  and  ensuring  business  requirements,  objectives  and  anticipated benefits are understood and achieved

•Any other duties as required, commensurate with the level of the post

Essential Skills & Experience

• 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 and able to  appropriately  ensure  areas  of concern  are managed and resolved 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

• Excellent influencing skills

• Acts as a role model and mentor

• Customer service focused

Technical Skill

• Management qualifications or equivalent experience 

• Demonstrable experience of working in a management role in a legal or professional service environment

• Ability to build and maintain excellent working relationships with all staff levels

• Advanced Microsoft Office skills

Business Services Competencies

committed to providing extensive, personal and professional developments opportunities for our people enabling them to be highly effective in their current role as well as assist them to fulfil their career aspirations.

The competencies are used to inform all aspects of Business Services career development. They vary across levels and different business areas and fall under the following areas:

•    Technical Excellence

•    People and Team

•    Client/Stakeholder Relationships

•    Service Delivery and Commercial Awareness

•    Personal Effectiveness

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