We are looking for a forward-thinking and strategic leader to join us as Head of Legal Support Services (LSS). In this exciting opportunity, you’ll have the chance to shape the future of our legal support functions across the UK, driving modernisation and enhancing efficiency. You’ll lead a diverse team, implement technology, and transform our processes to ensure we remain at the forefront of legal services.

EXPERIENCE AND KNOWLEDGE

• Extensive experience in management of legal support roles within a law firm environment, with demonstrated progression into leadership positions.
• Proven track record of managing and modernising a high performing legal support team.
• Excellent people management skills.
• In-depth knowledge of legal administrative processes, procedures, and systems.
• Strong communication and interpersonal skills, with the ability to collaborate effectively across different levels of the firm.
• Excellent organisational and time management skills, with the ability to prioritise tasks and meet deadlines.
• Proficiency in legal technology and software applications used in law firms
• Commitment to delivering high-quality service and fostering a positive work environment.

• Lead the LSS team across the UK, including Personal Assistants and other legal secretaries, Practice Administrator Unit, the Document Production Unit and the outsourced Concierge services.
• Develop and implement policies, procedures, KPIs and best practices for legal support services to enhance efficiency and effectiveness.
• Decide on the best use of legal technology tools and software to modernise and improve LSS and oversee their implementation.
• Analyse the LSS operations and implement improvements to modernise the function.
• Monitor utilisation levels across teams and adapt structures to fit the changing needs of the firm.
• Set and monitor budgets for the function.
• Create resource plans and solutions to ensure a smooth support process for fee earners and their clients.
• Oversee the training and development programmes for the LSS population to ensure they are effective in developing future talent.
• Work with other business services teams to understand upcoming process changes and ensure the LSS population are fully trained to support through these changes.
• Ensure compliance with firm policies, regulatory requirements, and ethical standards.
• Collaborate with other departments to streamline processes and optimise service delivery.
• Monitor performance metrics and implement improvements to enhance productivity and quality of service across the function.
• Oversee the recruitment and training of new employees within LSS.
• Line management responsibility for PA Operations Manager, PA Development Manager, Document Production Team Leader and the Practice Administration Team Leader, Support Services Manager. and “dotted line” management responsibility for the LSS deliverables from the Concierge outsourced provider.