Support Services Team Leader

2 weeks ago

Birmingham, Birmingham, United Kingdom Irwin Mitchell Full time
We're a national law firm with a local reach.

Our philosophy is 'Expert Hand, Human Touch' - 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, working together to help individuals and businesses navigate life's ups and downs.

Whichever team you join, 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.

The work we do has been recognised in the awards we've won. We're committed to being even better, and our awards help to show we're on the right track.

We recognise that the office 9-5 isn't for everyone. That's why we've introduced 'Flexible by Choice'.

Whether it's working from home, in our offices, or a combination of the both, we trust each other to support our clients, colleagues and communities at the right time, in the right way.


Your Role and What You'll Be Doing


The Support Services Team Leader will assist with the day-to-day management of the PAs supporting Board members and Senior Leaders.

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.

  • 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
  • Manage capacity to ensure sufficient resource to fulfil all support requirements and bespoke projects, including remote and office based tasks.
  • Share best practice across the team nationally where appropriate to continuously improve the quality of nonchargeable administrative support.
  • Operate locally as a change champion to support the development and rollout 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 troubleshooter to resolve a wide range of problems
  • Review and prioritise the office workload and support central teams, partners and fee earners to redistribute when required to ensure high levels of service are achieved.
  • Provide direct support to the PI Lead Partners and National Team Leaders within the hub, assisting with nonchargeable activities when required.
  • 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
  • Act as a direct support to the Support Services Manager to remove non chargeable activity from client facing roles.

About You

  • Work on own initiative
  • Strong technology skills
  • Build effective working relationships
  • Problem solving
  • Time management and organisation
  • Accuracy and attention to detail
  • Stakeholder Management

Our Benefits - What We Can Offer You

  • 25 days annual leave, with the opportunity to buy additional leave
  • Two fundraising days in a year to give back to the community (fully paid)
  • Westfield Health membership, offering discounted leisure and travel and refunds on medical services


We also offer a huge number of well-being initiatives to encourage positive mental health both in and out of the workplace as well as flexible working options to ensure that you are fully supported to work the way that best suits you.

Our social responsibility programme is fundamental to who we are. We're committed to being a diverse and inclusive workplace where our colleagues can flourish. We have a range of groups to celebrate our people across sexuality, disability, age, gender and culture.

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, existing employees, clients, partners and other stakeholders.

The employment screening process will full

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