Job Description

We're a national law firm with a local reach. Our philosophy is 'we're legal and financial experts that care' - 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 of people working together to help individuals and businesses navigate life's ups and downs. 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.



We're always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to a member of our Recruitment and Onboarding team for more information.

Your Role and What You'll Be Doing

To lead a team to give chargeable general & preliminary legal support on any UK jurisdiction commercial or personal legal matter via the telephone 24/7 365 days a year without creating any reputational or financial risk to the firm. Leading a team of circa 10-15 colleagues within department of circa 30-60.


Lead, coach, and develop a high-performing, inclusive team, spending the majority of your time actively engaged with team members and client delivery. Ensure service delivery aligns with client-specific contracts, departmental standards, and regulatory requirements. Monitor and improve the quality of data and service provided to clients through regular reviews and feedback. Drive commercial performance by ethically maximising chargeable work and operational efficiencies. Manage team performance through SMART objectives, regular coaching, and structured development plans. Handle complaints effectively, using insights to prevent recurrence and improve service quality. Act as a subject matter expert and escalation point for specific legal work types and processes. Collaborate with internal and external stakeholders to support seamless service delivery. Identify and implement process improvements to enhance client and colleague experience. Ensure compliance with all firm policies, including health & safety, data protection, and business continuity planning.

About You

Legal Qualification: UK law degree (2:1 or above). Communication: Excellent oral and written communication skills with the ability to engage empathetically and clearly. Team Leadership: Proven ability to motivate others, foster collaboration, and support team development. Client Focus: Strong client-centric mindset, working collaboratively with empathy, care, and professionalism. Workforce Management: Understanding of staff planning, rosters, and workforce optimisation techniques. Quality & Accuracy: High attention to detail with experience in quality management tools and maintaining standards in fast-paced environments. Problem Solving: Strong prioritisation and time management skills with the ability to deliver solutions under pressure. Resilience & Integrity: Trustworthy, resilient, and able to maintain performance under challenging conditions.

Our Benefits - What We Can Offer You

25 days holidays as standard plus bank holidays - You can 'buy' up to 35hrs of extra holiday too. Generous and flexible pension schemes. Volunteering days - Two days of volunteering every year for a cause of your choice (fully paid) Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.

We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you're fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.



We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!



Our responsible business programmes are fundamental to who we are and our purpose. We're committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.



Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It's made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.

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, colleagues, clients, partners and other stakeholders.



We carry out pre employment screening to establish your eligibility to work in the UK, criminal record and financial checks with our trusted 3rd parties.



The employment screening process will fully comply with Data Protection and other applicable laws.



Irwin Mitchell LLP is an equal opportunity employer.