Role: Head of Lawyer Support
Location: Poole/Hybrid - 4 days per week in our office.
Woodstock Legal Services isn’t your typical law firm. We’re breaking the mold – ditching the jargon, delivering expert advice, and doing things differently in the legal world. We've gathered our wisdom from years of legal experience and paired it with a willingness to break the mold.
At Woodstock, you’ll be part of a people-first culture where ideas are welcomed, collaboration is second nature, and your contribution really matters. We invest in our internal teams because we know they’re the engine that keeps everything running and we’re proud of the culture we’ve built together.
About Woodstock Legal Services & Lawhive Partnership
The Woodstock vision was to create a law firm that felt different, one where lawyers had true freedom and flexibility within a community of grade A lawyers and the best operational and regulatory support on offer - all while ensuring our clients remain our constant focus.
Since 2014, Woodstock has grown into a thriving community of lawyers, built on the principle that legal practice can be both professional and personal. We set out to create a place where lawyers have the freedom to shape fulfilling careers, and where clients benefit from clear, expert advice delivered with genuine care.
That vision remains at the heart of everything we do. By joining the Lawhive Group, we are strengthening this vision - combining the trusted relationships and values that define Woodstock, with innovative tools that ease the pressures of legal work. This means our lawyers can dedicate more time to what matters most: guiding and supporting our clients.
The Head of Support & Operations is responsible for delivering exceptional support to our wider consultants and partnerships while building efficient, scalable operational processes across the business. This role combines strategic leadership with hands-on operational management to ensure consultants and their clients receive an outstanding experience and internal teams operate efficiently.
The successful candidate will lead the lawyer support function, develop operational excellence, implement process improvements, manage service delivery, and use data to drive continuous improvement.
What you'll own
Lead the lawyer support function: team, SLAs, KPIs, and the standards that keep consultants and clients satisfied.
Run day-to-day operations across the business, designing and optimising processes for efficiency and scale.
Own the systems stack: CRM, helpdesk, and workflow tools, plus the automation and self-service capability behind them.
Build and hold the reporting layer: dashboards and metrics leadership can actually trust.
Manage the team: recruit, coach, and develop, building a bench that scales with growth.
Be the senior point of escalation for complex consultant and client issues.
Own the budget and resource plan for the function.
Drive change, leading process and tooling improvements in partnership with teams across the business.
What success looks like in the first 12 months
A high-performing, well-led support team with clear structure and development plans underneath you.
A published operating model with SLAs, a live performance dashboard, and accurate reporting the leadership team trusts.
Measurable improvements in response times, resolution times, and consultant satisfaction.
At least one significant automation shipped end-to-end, reducing manual effort and freeing capacity.
Stronger collaboration across departments, particularly Lawyer Success and Marketing.
Support & Operations recognised as a high-performing, well-run function.
What you'll bring
7+ years in customer support, operations or service delivery, including 3+ years leading high-performing teams.
A track record of scaling support functions in a fast-growing business.
Strong instincts for operational excellence: process optimisation, budgeting, resource planning, and quality assurance.
Tech-forward and change-confident. You've led process and tooling change and can show what it delivered.
Data-literate. You make decisions from numbers, and you can build the dashboards and rituals to keep a function honest.
Calm, credible communicator, comfortable with senior stakeholders and your own team.
High emotional intelligence, resilience under pressure, and a continuous-improvement mindset.
Nice to have
Experience with CRM platforms such as Salesforce or HubSpot.
Familiarity with helpdesk platforms (e.g. Intercom) and project management tools (Jira, Asana, Monday.com).
Experience operating in a high-growth environment.
This role is based in our Poole office four days per week. The remaining one day can be worked remotely. We expect the Head of Support & Operations to be physically present with the team they lead, particularly during periods of change and growth, and to be on-site for the days the print and post operation is running.
Introductory call with our Talent team
Operational leadership interview. A working session on how you’d approach a real Woodstock scenario.
Values interview with Leadership
We offer!
UK Benefits
33 days’ annual leave (25 + bank holidays) plus your birthday off
Extended Christmas holiday
Pension contribution
Give back - support a good cause with a charity day each year
