The Support Consultant Team Leader is responsible for the daily operational management, performance, and development of the Search Support team. The role ensures the timely delivery of high-quality client support by monitoring workloads, driving adherence to SLAs and KPIs, and providing hands-on escalation assistance for complex search, or technical queries.
The Team Leader fosters continuous improvement by coaching team members, enhancing processes, and promoting a culture of accountability, collaboration, and service excellence. Acting as the link between frontline consultants and management, the role ensures smooth day-to-day operations while contributing to team capability growth, knowledge sharing, and the overall success of the Search and support function.
-
Lead, manage, and develop a team focused on the Search workstream, combining hands-on support with tactical team leadership.
- Drive team performance management, including monitoring KPIs (FRT, CSAT, SLA compliance), identifying poor performance, and implementing corrective actions in line with HR policies.
- Conduct regular one-on-one meetings with team members to review performance, set goals, and discuss personal development plans (PDPs).
- Identify and address training needs, facilitate knowledge sharing, cross-skilling, and organize workshops to enhance team capability and client support expertise.
- Manage talent mapping within the team, including reviewing capabilities, succession planning, and identifying high-potential individuals.
- Provide coaching and mentoring to support professional growth, technical mastery, and effective customer service for Search clients.
- Oversee resource management, ensuring appropriate coverage for workloads, peak periods, and operational demands across Canadian and UK time zones.
- Act as the primary escalation point for complex or sensitive Search issues, both client-related and internal, ensuring timely resolution.
- Ensure HR compliance and adherence to internal processes, including leave management, sickness, disciplinary actions, and policy adherence.
- Facilitate weekly team meetings, operational huddles, team-building activities, and initiatives to maintain engagement, morale, and collaboration.
- Promote knowledge sharing and best practice adoption across the team, fostering a collaborative and learning-focused environment.
- Collaborate with management and cross-functional teams to implement process improvements, changes in workflow, and business strategy initiatives.
Mandatory
- Proven experience in a process-driven, customer support, or product delivery environment, ideally 2–3 years.
- Strong understanding of Search processes, product workflows, and customer support operations.
- Ability to confidently operate all relevant internal systems, online platforms, and technologies used within the team.
- Demonstrated capability in leading, coaching, and developing team members, including performance reviews, feedback delivery, and capability assessments.
- Strong understanding of KPIs, SLAs, QA scoring, and performance metrics used in support environments.
- Experience with call handling, administration, and managing multiple tasks with exceptional attention to detail.
- Excellent communication skills (verbal and written), with the ability to manage professional relationships with internal teams, clients, and external stakeholders.
- Ability to manage WFH/hybrid working practices, including monitoring adherence, ensuring productivity, and maintaining team engagement.
- Solid working knowledge of HR compliance, including leave management, sickness recording, conduct expectations, and policy adherence.
- Ability to manage shift schedules, resource allocation, and operational coverage across different work patterns and time zones.
Desirable
- Previous experience leading or managing a team in a support, operations, or customer facing role.
- Knowledge of Zendesk or similar ticketing/support management systems.
- Exposure to performance management processes, such as improvement plans, capability assessments, and coaching frameworks.
- Understanding talent mapping, succession planning, and developing personal development plans (PDPs).
- Experience facilitating training workshops, team meetings, and knowledge-sharing sessions.
- Familiarity with Canadian or UK legal practices and workflows.
-
The role is part of a UK support operation, requiring availability covering UK business hours (8:00 a.m. – 5:30 p.m. ).
- Consultants are expected to observe UK public holidays when supporting clients in the UK.
- Occasional after-hours or weekend work may be required for urgent cases.
- Must remain adaptable to platform updates, system changes, and evolving processes, and participate in team training, cross-skilling, and knowledge-sharing initiatives.
- Strict adherence to internal processes, data protection policies, and compliance standards is required.
Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between.
Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.
