Client Support Operations Supervisor

4 weeks ago

Birmingham, Birmingham, United Kingdom Irwin Mitchell Full time

Your Role

The Client Support Operations Supervisor will play a pivotal role in overseeing the daily functions of the Personal Assistants who support our client-facing teams and clientele. This position entails the formulation and upkeep of effective procedures that align with established departmental standards, aimed at enhancing service quality and cost efficiency. You will lead, coordinate, and supervise the activities of the support teams, with a strong emphasis on ongoing performance enhancement to ensure the office runs smoothly.

Your Responsibilities Include:

  • Directing the support team to maintain up-to-date records and meet established deadlines.
  • Conducting one-on-one meetings with team members to manage their wellbeing, attendance, performance, and engagement.
  • Facilitating formal performance reviews, including mid-year and end-of-year evaluations, assigning appropriate performance ratings.
  • Collaborating with Human Resources to address any formal matters.
  • Sharing best practices across teams nationally to continuously elevate the quality of both chargeable and non-chargeable administrative support.
  • Acting as a local change advocate to assist in the development and implementation of new support initiatives and operational processes.
  • Ensuring the quality and punctuality of completed work to meet or exceed service level agreements and client commitments.
  • Regularly assessing and refining the workflow within the office, including systems and procedures, while personally addressing complex workload challenges or process disruptions.
  • Prioritizing office tasks and supporting central teams, partners, and fee earners to redistribute work as necessary to maintain high service levels.
  • Managing all facets of administration, including document preparation and telecommunication duties.
  • Monitoring individual team member performance, providing or arranging necessary training and coaching to ensure acceptable performance standards are met, including overseeing the appraisal process and offering guidance throughout the performance management cycle.

About You:

  • Proven experience in a leadership capacity, ideally within an operational or professional services environment.
  • Ability to work independently and take initiative.
  • Experience in managing conferences.
  • Strong technological proficiency.
  • Capability to foster effective working relationships.
  • Skilled in problem-solving.
  • Excellent time management and organizational skills.
  • Proficient in grammar and punctuation.
  • Meticulous attention to detail and accuracy.

If you resonate with this profile, we would be eager to consider your application.

Our Benefits - What We Offer:

  • Standard 25 days of annual leave plus public holidays, with the option to purchase up to 35 additional hours of leave.
  • Generous and flexible pension schemes.
  • Two fully paid volunteering days each year for a cause of your choice.
  • Membership with Westfield Health, providing refunds on medical services alongside our Aviva Digital GP services.

We also provide a variety of well-being initiatives to promote positive mental health both in and out of the workplace, including our Flexible by Choice program, which offers colleagues more options for hybrid working arrangements based on role, team, and client needs.

We have been recognized as one of the Best Workplaces for Wellbeing for Large Organizations.

Our commitment to responsible business practices is integral to our identity and mission. We strive to maintain a diverse and inclusive workplace where all colleagues can thrive, supported by various inclusion network groups throughout our organization.

Our dedication to social responsibility, community engagement, and addressing climate change is a core aspect of our ethos, encompassing four key areas: Our People, Our Community, Our Environment, and Our Pro Bono efforts.

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