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Client Support Operations Supervisor

3 months ago

Birmingham, Birmingham, United Kingdom Irwin Mitchell Full time

Your Role

The Client Support Operations Supervisor will play a crucial role in overseeing the daily functions of the Personal Assistants who support our client-facing teams and clientele. This position involves the formulation and upkeep of effective processes that align with established departmental protocols, aimed at enhancing service quality and operational efficiency. The Supervisor will guide, coordinate, and lead the activities of the support staff, with a strong emphasis on ongoing performance enhancement to ensure optimal office functionality.

Your Responsibilities Include:

  • Directing the support team to maintain organization and meet deadlines.
  • Conducting one-on-one meetings with team members to manage their wellbeing, attendance, performance, and engagement.
  • Performing formal evaluations at mid-year and year-end, 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 facilitate the development and implementation of new support initiatives and operational procedures.
  • Ensuring the quality and timeliness of completed work to meet or exceed service level agreements and client commitments.
  • Regularly assessing and enhancing the workflow within the office, including systems and procedures, while personally addressing more 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 telephone responsibilities.
  • Monitoring individual employee performance and providing or arranging necessary training and coaching to achieve acceptable performance standards, including fulfilling the firm's appraisal process and offering leadership through the performance management cycle for all team members.

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.
  • Proficient problem-solving skills.
  • Excellent time management and organizational abilities.
  • Strong command of grammar and punctuation.
  • Meticulous attention to detail and accuracy.

If you believe you fit this profile, we would be eager to receive 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 plans.
  • Two paid volunteering days each year for a cause of your choice.
  • Membership with Westfield Health, providing reimbursements for medical services along with 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 our colleagues greater flexibility in hybrid working arrangements based on role, team, and client needs.

We have been recognized among 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 our employees can thrive, supported by various inclusion network groups across our organization.

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