Support Services Team Leader

Job Title: Support Services Team Leader

The Support Services Team Leader will assist with the day-to-day management of the PAs supporting our client-facing teams and clients within Private Client Services. This includes developing and maintaining appropriate processes (in-line with department guidelines) to improve service levels and cost-effectiveness. The role involves supervising, coordinating, and leading support functions with a focus on continuous performance improvement to ensure operational efficiency.

Responsibilities

1. Lead the support team to ensure housekeeping is up to date and deadlines are met.
2. Conduct 1:1s with team members, managing wellbeing, attendance, performance, and engagement.
3. Conduct formal reviews and assign performance gradings.
4. Liaise with HR to manage formal issues.
5. Share best practices across teams to enhance administrative support quality.
6. Support the development and roll-out of new support initiatives and processes.
7. Ensure quality and timeliness of work to meet or exceed SLAs and client commitments.
8. Review and improve workflow, systems, and procedures; act as trouble-shooter for process issues.
9. Prioritize office workload and support re-distribution to maintain high service levels.
10. Manage all administrative aspects, including word processing and telephone duties.
11. Monitor individual performance, providing training or coaching as needed, and lead the performance management process.

About You

• Experience in a leadership role, preferably within operations or professional services.
• Experience in Private Client Services within a law firm is desirable.
• Ability to work independently and proactively.
• Conference management experience.
• Strong technology skills.
• Ability to build effective relationships.
• Problem-solving skills.
• Excellent time management and organizational skills.
• Strong grammar and punctuation skills.
• Attention to detail and accuracy.

What We Offer

• 25 days of holiday plus bank holidays, with options to buy additional days.
• Generous and flexible pension schemes.
• Two paid volunteering days annually.
• Westfield Health membership and access to digital healthcare services.
• Well-being initiatives and flexible working options.
• Recognition as a Best Workplace for Wellbeing 2024.

We are committed to diversity, inclusion, social responsibility, and environmental sustainability. Join us to be part of a purpose-driven organization that values its people and community.