Practice Support Admin Supervisor - Newcastle Upon Tyne, United Kingdom - Norton Rose Fulbright LLP

Norton Rose Fulbright LLP

Verified Company

Newcastle Upon Tyne, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide.

This role will be located in our Newcastle office and will be responsible for providing day to day line management and co-ordination for the practice support administrative team (the "
Team") which sits within the Practice Support Office.

The Team provide essential administrative support to internal fee and non-fee earning teams.

As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.

We celebrate multiple approachesand points of view and believe diversity drives innovation, so we're building a culture where difference is valued.

The Role

Responsibilities include:

Strategic focus

Working with internal clients and the Team to develop additional services
Identify and implementing process efficiencies and areas for service improvements
Producing regular reports on support provided i.e. quality, turnaround, team utilisation. Identifying areas for development
Being actively involved in technology and process initiatives as well as the roll out / training related to such new initiatives
Being involved in projects as and when required

Workflow

Subject matter expert for the support provided by the Team
Assisting in designing and implementing technical and best practices
Utilising BigHand Now for reporting and ensuring work is being delegated and undertaken correctly
Administrator for BigHand Now ensuring all users receive adequate training and accessibility on joining the firm
Liaising with the business to understand where the peaks are at any given time
Managing the quality of the department output by conducting regular quality checks
Ensuring effective handovers are produced by all team members

People management

First point of contact for the Team
Providing support to the Team to ensure all members are delivering the high level support expected by the business
Dealing with any issues within the Team as and when appropriate e.g. performance, punctuality, client feedback. Seeking advice from HR and the Head of Practice Support as and when appropriate
Leading on roadmap reviews for the Team and being involved in the moderation process
Providing the Team with regular feedback on their performance during monthly one to one meetings
Authorising and inputting holiday and absences within the Team, ensuring adequate cover is available
Being available for advice and help with confidential issues and keeping appropriate file notes of issues raised
Ensuring the department is adequately staffed at all times to provide the level of support needed
Ensuring the Team are supported and provided with regular updates on department and firm news
Leading on the interviewing, onboarding and upskilling of new staff

Clients

Establishing and maintaining effective communication with internal clients and the Team
Being the primary point of contact for queries internally and externally on support the Team delivers
Proactively seeking regular feedback from users of the service, both formally and informally
Identifying users/nonusers of the service and being involved in promoting the support available and encouraging usage
Involved in developing a positive relationship with the business

Learning & Development

Providing technical support to clients and Team members
Overseeing the induction, coaching and development of new joiners
Proactively identifying any training gaps/development areas within the Team
Facilitating and delivering knowledge transfer to the Team and/or organise targeted training to build on the Teams knowledge and service delivery
Developing working relationships across the business
Any other duties as may be required

General approach

To take responsibility for ensuring the Team runs smoothly
To show a positive and 'cando' and client service oriented approach
To show initiative when responding to queries and to actively try and seek solutions
To support and build good working relationships within the Team and across the business
Actively work for the interests of the business
To be flexible in meeting the needs of the Team and the business e.g. occasional shift changes to accommodate Team and business needs

Skills and Experience Required

Previous experience managing and building a team to provide a high level of support to the business
A good team player and leader with excellent client care skills
Confident, professional and the ability to use own judgment
Ability to preempt potential issues and look for resolutions
Ability to work under pressure
Ability to use initiative and problem solve
Excellent accuracy and attention to detail
Excellent communication and organisational skills with the confidence to raise concerns when needed
Proactive and positive with the ability to build effective working relationships
Proficient user of Outlook, Word and Excel with experience desirable using PowerPoint and pdfDocs
Shares in the Team's goal to provide excellent quality and efficiency of service at all times
Flexible with the ability to work outside of contractual hours when needed

Our clients come first and whilst we have a high performance culture and work hard as a team, in return we offer range of competitive benefits including:

25 days hols + Bank hols
Buy up to 5 days:

-
GP Service:

-
Bupa Healthcare:

-
Pension:

-
Flexible working

In addition, we are proud of our established health and wellbeing programme which supports our employees through mental, physical and lifestyle challenges.

Norton Rose Fulbright is committed to promoting a diverse workforce and an inclusive workplace where everyone can realise their full potential and career ambitions on the basis of merit and skill.

We offer a range of family friendly and inclusive employmentpolicies, flexible working arrangements, and employee networks. Find more about Diversity and Inclusionhere.

Norton Rose Fulbright is an equ