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 the development and maintenance of appropriate processes (in-line with agreed department processes) that will improve service levels and cost-effectiveness. This role will supervise, co-ordinate and lead the activities of the support functions. There will be significant focus on continual performance improvement throughout the office to ensure the office operates efficiently. Office attendance is required in Sheffield and Leeds You will be required to :

• Lead the support team to ensure housekeeping is up to date and deadlines are met
• Conduct 1 : 1s with team members, manage the wellbeing, attendance, performance and engagement of the team
• Conduct formal half and end of year reviews for colleagues allocating appropriate performance gradings
• Liaise with HR to manage any formal issues
• Share best practice across the teams' nationally where appropriate to continuously improve the quality of chargeable and non-chargeable administrative support.
• Operate locally as a change champion to support the development and roll-out of new support initiatives and operational processes.
• Ensure the quality and timeliness of work completed to achieve or exceed SLAs / client commitments
• Continually review and improve the way the flow of work moves through the office, including systems and procedure. This includes personally dealing with more difficult aspects of workload, or process breakdown.
Act as trouble-shooter to resolve a wide range of problems
• Review and prioritise the office workload and support central teams, partners and fee earners to re-distribute when required to ensure high levels of service are achieved.
• To manage all aspects of administration, including word processing and telephone duties
• Review and monitor individual employee performance, providing or arranging training and / or coaching when required, to ensure acceptable performance levels are achieved.
This includes fulfilling the firm's appraisal process and providing leadership and guidance through the performance management process for all team


• Experience in a leadership role, preferably within an operations or professional services function
• Experience in Private Client Services within a law firm is desirable
• Ability to work on own initiative
• Conference management experience
• Strong technology skills
• Build effective working relationships
• Problem solving
• Time management and organisation
• Grammar and punctuation
• Accuracy and attention to detail.
  
  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! 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.