Job Description

ELM Legal Services is one of the nation's leading providers of Estate Planning services.

We are based in the Fishponds area of Bristol and since our establishment in 2000, we have helped more than 30,000 families protect their wealth, secure their legacies, and ensure their loved ones are taken care of.

For many, writing a Last Will & Testament is a daunting prospect; in fact, it is something that people have often procrastinated on for years. We understand that every individual's circumstances are unique, which is why we take a personalised approach to Estate Planning. Our commitment to professionalism, reliability, and transparency ensures that each client receives dedicated support and guidance throughout the process.

Our mission is simple: to make estate planning accessible, transparent, and stress-free. We pride ourselves on professionalism, ethical practices, and exceptional client care. As we continue to grow, we are investing in technology and talent to deliver an even more streamlined and client-focused experience.

This is an exciting time to join ELM Legal Services as we expand and continue our mission to provide simple and affordable solutions to protect assets and plan for the future.

Overall Purpose:

To lead and manage the day-to-day operations of the estate planning practice, ensuring exceptional client service, operational efficiency, and compliance. The Office Manager will oversee team performance, implement technology-driven solutions, and foster a culture of collaboration and continuous improvement.

Key Responsibilities:

Manage and develop a team of support staff, ensuring high engagement and performance. Conduct regular 1:1s, team meetings, and performance reviews. Drive a positive, client-first culture within the office. Oversee workflow, resource allocation, and service delivery to meet KPIs. Ensure compliance with legal, regulatory, and GDPR standards. Monitor and report on operational metrics to senior leadership. Champion the use of HubSpot CRM for client management and pipeline tracking. Identify and implement AI/Software to enhance efficiency in document drafting, client communication, and data analysis. Train and support staff. Maintain high standards of client care and satisfaction. Resolve escalated client issues promptly and professionally. Develop and refine processes to improve productivity and service quality.

Key Accountabilities:

Achieve operational targets for service delivery and client satisfaction. Ensure full compliance with legal and internal standards. Stay informed on industry trends, tech developments, and best practices. Drive adoption and effective use of CRM and tools across the team. Maintain accurate reporting and data integrity.

Additional Responsibilities and Accountabilities:

Keep informed of relevant changes in estate planning law and best practices. Attend internal training and CPD sessions to maintain professional development. Assist with occasional marketing or client education events as a subject matter expert. Support the wider team during peak workloads or staff absences.

Qualifications:

Degree (or similar) education.

Experience:

Minimum 3-5 years in a management role within legal, financial, or professional services. Proven experience in team leadership and performance management. Familiarity with estate planning services (Wills, Trusts, LPAs) advantageous
Candidates will be expected to demonstrate an ability to operate efficiently and independently in an office environment. An initial induction and on-going 'on the job training' will be given but the candidate will be expected to be a self-starter with a thirst for self-improvement.

Skills & Attributes:

Strong leadership and coaching skills. Excellent communication and interpersonal abilities. High level of tech proficiency, including CRM and AI tools. Analytical mindset with problem-solving capability. Organised, detail-oriented, and adaptable. Commitment to continuous learning and innovation. Team-oriented mindset with a proactive and client-first attitude. Committed to ongoing learning and adapting to legislative and regulatory changes.

Relationships:

Line Manager: Jim Emsley - Director.

Direct Reports: Wills, Trusts and LPA drafting teams, and office administration staff.

Key Relationships: Heads of Department - Sales, Marketing, Probate and Legal.

Job Type: Full-time

Pay: 40,000.00-50,000.00 per year

Work Location: In person