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Secretarial Services Manager

Trowers & Hamlins
Manchester, Exeter or Birmingham
Closing date
14 Jul 2024

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Vacancy Type
Legal Support, Legal Secretary, General Management
Contract Type
Experience Level
Role Classification
Other Professional

Job Details

Trowers & Hamlins is a City-led, international and national law firm with over 170 partners and 1000 staff. With offices across the UK, Middle East and Far East.  Our global footprint is further enhanced by our strategic partnership with Interlaw which works to facilitate our management of multi-jurisdictional matters.  We have leading practices in Corporate, Litigation, Tax, Banking and Finance, Real Estate and Private Wealth. 

We've always been proud of our natural commitment to equity, diversity and inclusion and value the variety of our partnership.  We are different and we believe it is our people that make us unique. We expect and respect that you and your talents are too. Our strategic direction is shaped by a desire to grow our business in a way that is responsible and sustainable and has the principles of ESG at its core, guiding the way we operate firmwide.

The Opportunity

The Secretarial Services Manager ("SSM") will be responsible for the line management and development of 6 Assistant Secretarial Services Managers ("ASSMs") and Personal Assistants ("PAs") across our UK Offices (circa. 50 heads). As Secretarial Services Manager, you will be someone who can work collegiately with others achieving buy-in and support from all levels. You will be involved in firm wide projects, software roll outs and process reviews as well as dealing with day-to-day tasks that may arise to ensure the secretarial function is aligned with the firm's strategy and business needs as they evolve. 

What you will be doing


  • Understanding key business challenges working closely with HR Managers, Office Managers, DPC
  • Manager and business support functions
  • (Finance, IS, Marketing etc.)
  • Seeking opportunities and support from all offices to leverage the Apprenticeship Scheme for secretarial roles
  • Understanding and analysing strategic business requirements to identify solutions and improvements to the overall secretarial function 
  • Identifying efficiencies and potential savings in relation to overall secretarial costs
  • Measuring ratios, assisting the recruitment team and redeploying resources to meet business needs
  • Building an external network to maintain a comprehensive overview of the market including benchmarking salaries and incentives against competitors
  • Championing changes as directed within the firm's management and acting as a positive force within the firm
  • Reinforcing the importance of each role in the national team of PAs
  • Taking responsibility for attracting and retaining secretarial services talent


  • Direct line management of ASSMs coaching and supporting their development to ensure they are equipped to manage and improve performance in their practice areas
  • Provide a point of escalation for ASSMs on all people-related issues helping them to identify  and resolve any absence, performance, capability or conduct issues in a timely manner (in conjunction with HR)
  • Provide a point of escalation for ASSMs helping them to ensure practice areas receive proactive service delivery and excellence from their PAs 
  • Take responsibility for overall performance/market salary reviews including moderation across national teams
  • Take proactive steps to address any concerns regarding the morale and wellbeing of PAs in the department(s)/office
  • Work with L&D to ensure the framework of Learning & Development for the PA function meets the practice area/firm needs 
  • Support ASSMs to manage check-ins, three month and probationary reviews 
  • Ensure sufficient consultation with the business to develop innovative business solutions 
  • Review the role of the PA and continue to consult with the business to provide an effective business aligned administrative service
  • Provide detailed management reports to measure service levels and improvements against headcount targets
  • Manage secretarial capacity and utilisation encouraging teamworking and flexibility and agility in resource management
  • Provide a point of escalation for Heads of Section and Office Managers on any secretarial issues arising within the department(s)/office
  • Work with Section Heads/Office Manager/ASSMs to regularly review headcount and identify recruitment needs participating in interviews as required
  • Oversee the induction of all new PAs to the department(s)/office
  • Communicate and reinforce management messages and demonstrate support for firm values and policies
  • Support change and positively lead the PA team through any firm wide or department(s)/office changes
  • Encourage Fee earners to use the relevant technology and adapt their working practices to make most efficient use of PA support to enhance service delivery to clients
  • Keep abreast of firm wide changes and initiatives by maintaining excellent working relationships with all Business Services teams 
  • Participate in other ad hoc projects and working parties as required by the firm
  • Share knowledge, best practice and successes

What you will need

  • Previous Secretarial Services Manager experience desired
  • Determined and results driven
  • Strong presentation, communication and interpersonal skills
  • Project and change management experience desirable 
  • Proven persuasive, influencing and negotiation skills
  • Excellent people management skills and ability to build relationships at all levels
  • Strong business acumen and analytical skills
  • Ability to remain objective and professional at all times
  • Ability to gain trust and confidence of client groups
  • Ability to cope with pressure and conflicting demands on time and work under pressure to tight deadlines

You will work under the firm's hybrid policy, however, the responsibilities of the role may require you to come into the office more often, in accordance with business needs.

Trowers & Hamlins is an equal opportunities employer and values equity, diversity and inclusion. All applications will be considered on merit and the applicant's suitability to meet the requirements of the role and will be treated equally irrespective of Ethnicity, Gender (including Trans and non-binary) Race, Disability, Religion and sexual orientation.

If you require any further information on any of our vacancies or would like to discuss any adjustments or additional support that you might need either during the recruitment process or after the offer stage, please feel free to contact our recruitment team on

As part of our firm recruitment policy our candidates are subject to employment screening background checks. These checks include personal details, education and employment history, professional qualifications and credit and criminal checks as appropriate.


Trowers & Hamlins is a City-led, international and national law firm with over 130 partners and 830 staff located across the UK, Middle East and Far East, we provide a full-service integrated offering.

Our clients operate in diverse industry sectors such as construction, transport and infrastructure, banking and financial services, distribution and logistics, education and health, hotels and leisure, defence, engineering and surveying, charities, retail and energy and natural resources. We also act for many high net worth individuals.

We are different and we believe it is our people that make us unique. We expect and respect that you and your talents are too. The truth is we don't prescribe who you are or how you ought to be. It's what you can do that interests us most.

While the work on offer is rewarding and often complex, the qualities we look for are simple. The ability to get on with people from all walks of life, for example. To talk and to listen. To develop the sorts of relationships that mean you win the friendship and loyalty of clients and colleagues alike. In short, to connect. These are the characteristics our people all have in common. They are vital, as is the drive and imagination to use your unique talents to the full. We will help you in this. In fact, we will support you in every way we can.

Company info
+44 (0)20 7423 8000
3 Bunhill Row

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