Legal Support Manager

We are looking for an enthusiastic, proactive and commercially minded Legal Support Manager with previous management experience in a professional services or legal environment to join our HR team.

As a member of the HR team, the Legal Support Manager plays a key role in supporting the firm to deliver excellent client service, whilst maintaining our values, culture and commitment to employee engagement and development.

Working closely with the HR Manager this role is responsible for leading and developing the Legal Support function, ensuring the delivery of a high-quality support service to Partners, fee earners and clients across the firm's practice groups. The role involves workforce planning, service delivery, performance management, employee relations, recruitment, stakeholder management and continuous improvement initiatives.

Reporting to: HR Manager – Business Services

Hours: Monday to Friday 9:30-17:30 with flexibility to meet the demands of the role. Minimum of 3dpw in the office.

Knowledge, Skills and Abilities

• 2-3 year’s proven management or supervisory experience in the professional services sector – preferably legal
• Strong leadership skills with the ability to build inclusive, high-performing teams and foster a collaborative working environment
• Experience of performance management
• Highly organised with strong planning, prioritisation and attention to detail
• Strong business and commercial acumen
• Proactive and forward-thinking, with the ability to identify opportunities for improvement and lead change effectively
• Demonstrates resilience, adaptability and sound judgement when managing competing priorities in a fast-paced environment
• Excellent written and verbal communication skills
• Strong problem-solving, influencing and decision-making skills, with the ability to exercise sound professional judgement.
• Ability to handle sensitive and confidential matters with discretion
• Proficiency in Microsoft Office applications
• Must be contactable out of hours and be flexible and prepared to work additional hours to meet client needs

The day-to-day management of the legal support team (30 in total) comprising of 4 Executive Assistants, 21 Legal Assistants, 3 Junior Legal Assistants and 2 Admin Assistants who provide support to our 6 core practice groups.

Legal Support Team Management

Team Management

• Foster an inclusive, engaged and high-performing team culture, promoting wellbeing, collaboration and professional development.
• Lead and manage the Legal Support team, providing effective leadership, guidance and support to ensure a consistent and high-quality service is delivered across the firm.
• Conduct regular team meetings and communications, engaging with key stakeholders and business services teams where appropriate to promote collaboration and service excellence.
• Manage annual leave, overtime, expenses and other team administration in accordance with firm policies and procedures.
• Build strong working relationships across the business, promoting effective teamwork and a client-focused approach to service delivery.

Employee Relations & Wellbeing

• Manage day-to-day matters including attendance, flexible working requests and wellbeing, seeking guidance and support from the HR Manager as appropriate.
• Work in partnership with the HR Manager to manage employee relations matters, including performance management, conduct issues, disciplinary processes and grievances.
• Apply firm policies and procedures consistently and fairly, partnering with HR to ensure compliant and appropriate outcomes.
• Support employees through periods of change, organisational transition and business transformation initiatives.
• Promote employee wellbeing and create an inclusive working environment where individuals feel supported and valued.

Development

• Assess individual and team development needs through regular performance reviews, stakeholder feedback and business requirements.
• Design and implement training and development initiatives to strengthen capability and support business objectives.
• Provide coaching, mentoring and career development support to team members.
• Identify and develop future talent, supporting succession planning and career progression within the Legal Support team.

Performance Management

• Lead the annual appraisal and objective-setting process, including gathering stakeholder feedback and conducting review discussions.
• Set clear performance expectations and provide regular feedback, coaching and support to drive high performance.
• Collaborate with HR Manager to address performance concerns promptly and effectively, implementing development and improvement plans where required.
• Work alongside HR Manager on salary reviews, promotion recommendations and career development initiatives.

Operations & Stakeholder Management

Service Delivery

• Build strong relationships with Partners, Heads of Department and other key stakeholders.
• Oversee the delivery of legal support services across the firm, ensuring a consistently high standard of support.
• Resolve service delivery concerns, manage expectations and identify opportunities for improvement.
• Monitor service standards and implement improvements to support efficiency, effectiveness and client service.

Resourcing

• Maintain oversight of team utilisation, resource allocation and future workforce requirements.
• Manage team structures, allocations and support models across practice groups.
• Work in partnership with the Talent Officer, HR Coordinator and Manager on recruitment and onboarding activities for the Legal Support team.
• Ensure appropriate cover arrangements are in place to manage holidays, sickness absence and periods of increased demand.
• Monitor team capacity, utilisation and workload trends, producing reports and recommendations to support effective resource allocation and workforce planning.

Business Services Leader

• Be the operational lead for Legal Support and represent the function across the firm.
• Lead and support change management initiatives affecting the Legal Support function and wider firm projects.
• Identify and implement opportunities to improve processes, working practices, service delivery and operational efficiency.
• Work collaboratively with Business Services teams on firm-wide projects and initiatives.