Support Services Deputy Team Leader (5254)

The Support Services Deputy Team Leader has responsibility for the operational health of the PI hub Administration function and for coaching and supporting the Legal Support Administrators to develop the team as a Centre of Excellence for all support tasks. They are expected to act as a positive role model for change, lead and champion activity that continuously seeks to improve the service of the function. Operational Excellence

• Assist the Support Services Team Leader to support the business to maximise operational functioning
• Assist the Support Services Team Leader by operating as a change champion to support the development and roll-out of new support initiatives and operational processes
• Share best practice nationally where appropriate to continuously improve the administrative support provided to case handlers to enhance outcomes for our clients and our business
• Ensure team targets are cascaded daily to ensure that Service Level Agreements are met for all tasks.
• Provide coaching to ensure best practice and consistency across the function
Team Leadership
• Act as a role model and champion change to drive continuous improvement across the function.
• Drive engagement across the function and ensure clear visibility of our objectives.
• Assist in the leadership of an engaged and motivated team of Legal Support Administrators to provide appropriate support for case handlers to deliver an
outstanding client experience and remove non-chargeable administration from Case Handlers
• Operate as a Subject Matter Expert (SME) on all existing and new national team processes introduced to support services and will provide effective guidance to the administrators ensuring the successful delivery of all non-chargeable administrative tasks
• Ensure regular review of team ATI utilisation and identifying any areas of concern or non-adherence and ensuring appropriate escalations to be investigated.
• Undertake regular quality control checks and side by side coaching observations and assist Team Leader to carry out one to one coaching when required.
• Regularly liaise with their peer group nationally to share resources in order to manage capacity.
Stakeholder Support
• Support designing and implementing continuous improvement processes and new initiatives.
• Monitor team performance and report metrics to Support Services Team Leader on the performance of the hub.
• Proactively assist the Support Services Team Leader with resourcing & recruitment
• Champion GPTW and social activity across the function
• Support the Support Services Team Leader with attendances at key stakeholder meetings when required.
• Support obtaining, collating and managing key data required for the Support Services Manager
• Support the Support Services Team Leader with the development of the Legal Support Administrators through on the job training and personal development plans., Our responsible business programmes are fundamental to who we are and our purpose. We're committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.
Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It's made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono. Additional Information As part of the Irwin Mitchell Group's on-boarding process all successful applicants are required to complete the group's employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, colleagues, clients, partners and other stakeholders. We carry out pre employment screening to establish your eligibility to work in the UK, criminal record and financial checks with our trusted 3rd parties. The employment screening process will fully comply with Data Protection and other applicable laws.


• Enthusiasm, a can-do attitude and willingness to contribute to the team
• Ability to work on own initiative
• Great accuracy and attention to detail with the ability to multi task
• Great time management skills
• Excellent verbal and written communication skills
• Ability to create an inspiring team environment with an open communication culture
• Ability to delegate tasks and set deadlines with day to day over sight of the operation
• Discover training needs and provide coaching
• Microsoft Office skills and is familiar with firm-specific programs and tasks
• Confident attending and providing updates in key meetings in the absence of your Support Services Team Leader
  
  We're a national law firm with a local reach. Our philosophy is 'we're legal and financial experts that care' - something you'll find in the way we work with our clients and how we support our teams. But we're more than just a law firm - we're a team of people working together to help individuals and businesses navigate life's ups and downs. Working here you'll feel a part of our friendly and inclusive environment.
We'll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities. We're always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to a member of our Recruitment and Onboarding team for more information. Your Role and What You'll Be Doing If you enjoy being part of a successful, friendly and high-performing team, then this is the job for you. You'll be working closely with the team's Associates and Partners in Personal Injury to make sure they have the right administrative support at all times. This is a busy and fast-paced role, so you'll need to be able to work quickly and accurately, building strong relationship with your team and our clients. There's lots of room for progression and we'd really like to support you in your professional development. Whilst we are currently working remotely there will be an expectation for office presence in the future.


• 25 days holidays as standard plus bank holidays - You can 'buy' up to 35hrs of extra holiday too.
• Generous and flexible pension schemes.
• Volunteering days - Two days of volunteering every year for a cause of your choice (fully paid)
• Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.
We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you're fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements. We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!