Director of Legal Operations Services

As our Director of Legal Operations Services, you will lead and be accountable for our legal support teams, driving market leading customer experience and commercial performance in key areas to include client onboarding, matter allocation and capacity management, legal and administrative support, post exchange and registrations.Reporting directly to the Chief Operating Officer, your role will involve collaborating across internal departments and engagement with external stakeholders to ensure Simply Conveyancing remains at the forefront of the conveyancing industry.You will operate as a key member of the Senior Leadership Team, to enable Simply Conveyancing to deliver against its strategic objectives, fostering a culture of efficiency and excellence. Your role will include playing a key role in an evolving programme to refine Simply’s target operating model, pricing and proposition and technology.What we will need you to do: Develop and have overall accountability for leadership of an outstanding client onboarding and client care team, responsible for welcoming new clients to Simply, assisting them with their initial enquiries, issues and requests related to their home buyer or selling instructions and managing client feedback processes to assure our reputation for excellent customer service Optimise matter allocation processes and procedures to ensure each client instruction is put into the right hands, at the right time. Working closely with our Director of Conveyancing and Director of Business Information you will play a key role in capacity planning across the legal service and legal support areas of the business Design and deliver the resourcing plan aligned to the company planned growth for the department, ensuring that trained resource is in place to meet our client and internal service delivery standards Re-engineer legal and workflow processes and redesign policies to ensure legal support activities are performed to the highest standards, ensuring that our property lawyers have access to the best-in-class legal support services Working closely with our Head of Legal Practice and Compliance team you will drive market leading registrations performance, leading engagement with HMLR and other stakeholders across the business to ensure every transaction can be registered fast, correctly and first time Be accountable for related budget and performance insight and related improvement requirements across all areas for which you are responsible Analyse current processes, identify improvement opportunities, and set clear goals and milestones for improvement and development to enhance efficiency, productivity, client satisfaction and best practice Focus a continuous improvement and customer focussed culture, building relationships and collaborating with different departments and stakeholders to drive transformational change. What experience we will need you to have: Demonstrable success in leading cross functional teams in a legal / professional services environment, delivering against a defined strategy and creating substantial improvements in commercial and operational effectiveness, client experience and value creation Experience of conveyancing legal practice and scale legal service operations is desirable Experience of process and technology development and optimisation Evidence of success in driving organisational change with a positive and adaptable mindset. What you will bring to the role: An inspirational leader who role models our values Commercially focussed, performance driven and solutions oriented A high degree of professionalism, integrity and personal standards Articulate and able to share a strategic forward vision, ensuring that a wide range of internal and external stakeholders are engaged and supportive Comfortable operating in a complex operational environment, and leading through a matrix structure Excellent communication skills, both verbal and written, with the ability to convey complex concepts to various stakeholders Committed to staying updated on industry trends, legal advancements, and technology innovations. Further information: Reporting to Chief Operating Officer, Sue Bence Location - you will be based in one of the core Simply Offices (Daventry or Peterborough) or Hybrid
with 3 days in Daventry Competitive salary (dependant on experience) Industry leading benefits package including Bupa healthcare Closing date for applications Sunday 9th June 2024. About us:Simply Conveyancing Property Lawyers (“Simply”) is one of the UK’s leading providers of residential conveyancing services to home movers. Through embracing technology to build its bespoke eConvey platform and combining this with best-in-class customer service, Simply has become one of the fastest growing conveyancing businesses in the UK.The large majority of our conveyancing instructions are referred by estate agents who trust us to deliver a first-class service to their customers. Each month, more than 300 estate agency offices refer business to simply. This includes leading agency groups such as Dexters, Dacre Son & Hartley, amongst others; in each case Simply is the preferred conveyancing partner of these agencies.Our reputation for excellent customer service is underpinned by leading ratings on review sites such as Trustpilot (currently rated 4.9), Feefo (5 out of 5) and Google (4.7 out of 5). We seek regular feedback from our estate agency partners and have scored an average of 97% over the last 12 months.The business employs some c. 300 staff from its headquarters in Daventry and satellite offices in Peterborough and Cardiff .Our future growth will be driven by: M&A activity to capture more of the market and additional talent; Our ability to further enhance the experience it offers home movers; Continued development of the way that we work seamlessly with estate agencies; and Improving internal processes to deliver increased operational efficiency. We welcome applications from all suitably qualified candidates regardless of their race, gender, disability, religion/belief, sexual orientation or age.If you have a disability and require reasonable adjustments to be made during the recruitment process, please let us know in advance so that any support, aids or adaptations can be put in place to assist you in the application process, assessments (if required) and interview. Any disability related information you disclose to us for this purpose will not be used to determine your capability for the role, but purely for the purpose of making reasonable adjustments during the recruitment process.If you require this job advertisement in a different format, additional support with your application, or need to discuss any reasonable adjustments please contact #####.
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