Lead the Lawyer Support function at Woodstock: a team of 30+ working across our digital inbound channels (Intercom) and overseeing the document centre, which handles printing, posting, and storage.
Run the Printing and Post operation. Inbound and outbound mail, document production, scanning, distribution, and the physical workflow that keeps casework moving.
Manage through managers. Develop, coach, and hold accountable a team of team leads and managers; build a leadership bench that scales as we grow.
Set the operating model: structure, capacity planning, shift patterns, SLAs, and the metrics that prove we’re delivering for consultants and clients.
Own the quality bar. Make sure file opening, consultant support, and print and post are accurate, fast, and audit-ready at all times.
Drive change. Lead the adoption of new tooling, automation, and AI-enabled workflows across the function, in partnership with Lawhive’s product and operations teams.
Partner cross-functionally with Lawhive’s Operations, Talent, and Product teams.
Represent Lawyer Support in senior forums.
Be the senior point of escalation for complex consultant issues and operational risk.
Own the budget and headcount plan for the function, working with Finance and the Director of Operations.

Proven experience leading departments of 50+ people in a support, operations, or service environment. Ideally including a regulated industry such as legal, financial services, or healthcare.
A track record of managing managers, not just individual contributors. You’ve built and coached a layer of leadership underneath you.
Strong, modern operations instincts: capacity planning, SLA management, workforce planning, performance management, and quality assurance.
Tech-forward and change-confident. You’ve led teams through meaningful change (new tools, new processes, automation, AI) and you can show what changed and what it delivered.
Comfortable owning a physical operation as well as a digital one. Print, post, scanning, and document workflows are part of this role.
Calm, credible communicator. Comfortable in front of senior stakeholders, lawyers, and your own team.
Data-literate. You make decisions from numbers, not vibes, and you can build the dashboards and rituals to keep a department honest.
People-first leadership style. You set a high bar and build the kind of team people want to stay in.
Comfortable being in the Poole office three days a week, working alongside the team you lead.

Head of Customer Support

Key skills