Head of Lawyer Support

Lawhive Inc.

Job Overview

Location

Poole

Job Type

Full-time

Full Job Description

📋 Description

• Lead the Lawyer Support function at Woodstock Legal Services, overseeing a team of 30+ staff across digital inbound channels (Intercom), document centre operations, and physical print and post workflows.
• Manage through experienced team leads and managers—build, coach, and hold accountable a leadership layer that scales with organisational growth, without direct supervision of frontline staff.
• Own the end-to-end operating model for Lawyer Support, including structure, capacity planning, shift patterns, SLAs, and performance metrics that ensure timely, accurate, and audit-ready service delivery.
• Run the physical document operations: manage inbound and outbound mail, document production, scanning, printing, storage, and distribution workflows critical to casework progression.
• Set and maintain the quality bar for file opening, consultant support, and print/post processes, ensuring compliance, accuracy, and consistency across all touchpoints.
• Drive adoption of new tooling, automation, and AI-enabled workflows in partnership with Lawhive’s Product and Operations teams to reduce manual effort and improve efficiency.
• Partner cross-functionally with Lawhive Group teams including Operations, Talent, and Product to align systems, data, and operational practices across the organisation.
• Represent Lawyer Support in senior leadership forums, communicating performance, risks, and improvement initiatives to executive stakeholders.
• Serve as the senior point of escalation for complex consultant issues and operational risks, ensuring timely resolution and mitigation of service disruptions.
• Own the annual budget and headcount plan for the function, collaborating with Finance and the Director of Operations to align resources with strategic priorities.
• Deliver measurable improvements in turnaround times, accuracy rates, and consultant satisfaction across all Lawyer Support services within the first 12 months.
• Establish a stable, well-led function with documented manager roles, clear succession planning, and a credible leadership bench beneath you.
• Publish and maintain a live performance dashboard trusted by leadership, with transparent SLAs, capacity models, and operational KPIs.
• Ship at least one significant automation or tooling initiative end-to-end that reduces manual workload and frees operational capacity.
• Ensure Lawyer Support is recognised across the Lawhive Group as a high-performing, modern, and well-run function.
• Be physically present in the Poole office three to four days per week, including days when the print and post operation is active, to lead by example and support team cohesion during periods of change.
• Foster a people-first leadership culture: set high standards, build trust, and create an environment where team members want to stay and grow.
• Make data-driven decisions using metrics—not intuition—and establish reporting rituals that keep the function accountable and transparent.
• Balance leadership of both digital (Intercom) and physical (print, post, scanning) operations with equal rigor and attention to detail.

🎯 Requirements

• Proven experience leading departments of 50+ people in a support, operations, or service environment, ideally within a regulated industry such as legal, financial services, or healthcare.
• Demonstrated track record of managing managers, not just individual contributors, with experience building and coaching a layer of leadership.
• Strong modern operations instincts: capacity planning, SLA management, workforce planning, performance management, and quality assurance.
• Tech-forward and change-confident: led teams through meaningful change involving new tools, automation, or AI, with measurable outcomes.
• Comfortable owning both physical operations (print, post, scanning) and digital workflows.
• Calm, credible communicator with experience engaging senior stakeholders, lawyers, and internal teams.

🏖️ Benefits

• 33 days’ annual leave (25 + bank holidays) plus your birthday off
• Extended Christmas holiday
• Pension contribution
• Charity day each year to support a good cause

Skills & Technologies

Remote

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Lawhive Inc.

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About Lawhive Inc.

Lawhive is a legal tech company that provides a comprehensive platform designed to streamline legal operations for law firms. Their AI-powered solution automates administrative tasks, manages client communication, and organizes case documents, allowing legal professionals to focus more on practicing law and less on paperwork. The platform aims to enhance efficiency, reduce overhead costs, and improve client service delivery. By integrating features like intelligent document analysis, automated billing, and secure client portals, Lawhive empowers law firms of all sizes to modernize their workflows and achieve greater productivity in a competitive legal landscape.

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