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About the Role

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. 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.

Responsibilities

• Lead and develop the Legal Support function, ensuring high-quality service delivery.
• Oversee workforce planning, service delivery, performance management, employee relations, recruitment, stakeholder management, and continuous improvement.
• Foster an inclusive, engaged, and high-performing team culture, promoting wellbeing, collaboration, and professional development.
• Lead and manage the Legal Support team, providing guidance and support for consistent, high-quality service.
• Conduct regular team meetings and communications, engaging with stakeholders and business services teams.
• Manage team administration including annual leave, overtime, and expenses.
• Build strong working relationships across the business, promoting teamwork and a client-focused approach.
• Manage day-to-day employee relations matters, including attendance, flexible working, and wellbeing.
• Partner with the HR Manager to manage employee relations, performance, conduct, disciplinary processes, and grievances.
• Apply firm policies and procedures consistently and fairly.
• Support employees through periods of change and transformation.
• Promote employee wellbeing and create an inclusive working environment.
• Assess individual and team development needs through performance reviews and feedback.
• Design and implement training and development initiatives.
• Provide coaching, mentoring, and career development support.
• Identify and develop future talent, supporting succession planning.
• Lead the annual appraisal and objective-setting process.
• Set clear performance expectations and provide regular feedback, coaching, and support.
• Address performance concerns promptly and effectively, implementing development plans.
• Collaborate on salary reviews, promotion recommendations, and career development initiatives.
• Build strong relationships with Partners, Heads of Department, and key stakeholders.
• Oversee the delivery of legal support services across the firm, ensuring high standards.
• Resolve service delivery concerns, manage expectations, and identify improvement opportunities.
• Monitor service standards and implement improvements for efficiency and effectiveness.
• Maintain oversight of team utilization, resource allocation, and future workforce requirements.
• Manage team structures, allocations, and support models.
• Partner with HR on recruitment and onboarding activities for the Legal Support team.
• Ensure appropriate cover arrangements for holidays, sickness, and increased demand.
• Monitor team capacity, utilization, and workload trends, producing reports for resource planning.
• Act as 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 firm projects.
• Identify and implement opportunities to improve processes, working practices, service delivery, and operational efficiency.
• Collaborate with Business Services teams on firm-wide projects.

Requirements

• 2-3 years of 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 organized with strong planning, prioritization, 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 judgment 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 judgment.
• 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.

Skills

• Leadership
• Team Building
• Performance Management
• Planning
• Prioritization
• Attention to Detail
• Business Acumen
• Commercial Acumen
• Change Management
• Resilience
• Adaptability
• Judgment
• Communication (Written and Verbal)
• Problem-Solving
• Influencing
• Decision-Making
• Discretion
• Microsoft Office Proficiency

Location

• Minimum of 3 days per week in the office

Work Type

• Full-time
• Hybrid

Experience Level

• Management or Supervisory Experience

About the Company

• The firm is committed to delivering excellent client service.
• The firm values its culture and commitment to employee engagement and development.