Best Practice Manager

Any office location (other than London), Permanent contract

The role

Maintenance of quality is a key objective for the firm and in line with our 2030 strategy to be known as an exceptional sector focused UK law firm.  Reporting to the Director of Risk Management, and with close links to the Head of Best Practice, this newly created role will support this key objective by actively managing and developing the firm’s quality management system that will include having an oversight of ISO standards across the business and implementing business changes that are identified through file reviews, complaint investigations and client feedback.

You will recruit, manage and supervise a team to assist you as necessary.

The activities

Accreditation certifications

Coordinating with colleagues presently responsible for the firm’s various ISO (International Organisation for Standardisation) certifications and over time:

• becoming responsible for the operational conduct of all ISO audits (both internal and external), liaising as necessary with subject matter experts in other parts of the business.  Presently, the firm is certified to:
• ISO 9001:2015  (Quality Management)
• ISO 27001:2013  (Information Security Management)
• ISO 14001 (Environmental Management) in 3 offices

with plans to gain ISO 22301 (Business Continuity Management).

• ensuring non conformities are followed up and resolved
• planning for recertifications and external surveillance visits
• becoming the subject matter expert for ISO 9001
• Taking a leading role in future accreditation standards that the firm may want to introduce

Business changes

• Working with the firm’s file reviewers (both Accounts Rules and Codes of Conduct) as well as the Risk & Compliance lawyers specialising in claims and complaints to ensure that we learn lessons when breaches occur; and also working with others to take the necessary preventive action to prevent recurrence, as well as ensuring appropriate records are kept of action taken
• Working with the Client Development team to obtain feedback from our clients on quality related issues
• Working with the Legal Operations and Client Development teams to understand client feedback and identify opportunities for improvement
• Being responsible for risk and quality related management reporting
• Managing the response to audit requirements required by the firm’s clients and quality accreditations in tender responses
• Being responsible for risk and quality related aspects of the firm’s retainer database
• Overseeing bespoke projects where quality improvements can be made
• Being responsible for the risk and quality aspects of the firm’s Letter of Engagement and terms of engagement
• Overseeing bespoke projects where quality improvements can be made

The role will be supported by and liaise with key stakeholders in:

• IT/Facilities (ISO 22301)
• Risk & Compliance (ISO 9001)
• ESG (ISO 14001)
• IT/Risk & Compliance (ISO 27001)
• KLD (Internal Audit)

The person

The applicant may be legally qualified, but candidates with an internal audit background will also be considered.  Depending on skills and experience, this role may be available at a Senior Manager career level.

It is also likely that your background and experience will include:

• project management
• an understanding of internal audit
• timetable setting and monitoring
• working with key stakeholders in various specialist areas
• preferably some knowledge of ISO standards

The role additionally requires someone who:

• is self-managed and confident in setting and prioritising their own work agenda
• has good IT and document management skills

Where there are skills gaps, appropriate training will be provided.

The package

As you’d expect, we offer a competitive salary and a wide range of benefits. You can find out more about our core staff benefits here.

Pre-employment screening

If we make you an offer for a role, we will conduct a range of pre-employment screening. This will include, but is not limited to, a basic DBS check, right to work check, address verification, any disciplinary history recorded with the Solicitors Regulation Authority (SRA) and a self-declaration to assess your character and suitability for the role. Full details of our screening process are available on request.

Our business services career structure

Here at Mills & Reeve our business services career structure has five levels and a clear progression framework. Unless agreed otherwise when the role is offered, this role fits within the Manager level of our framework, and the job description includes the types of activities expected for this type of role. If you’d like more information on our career structure, our HR team will be happy to provide further details.

The firm

Mills & Reeve is centred on achieving more for clients, their businesses and the wider communities we serve.

Our clients and their industries benefit from our knowledge and learning – on everything from wellbeing, diversity and inclusion to global trends. The wider community benefits from a focus on sustainability in client and business decisions.

Clients get a consistent experience with no surprises – we tell them what they need to know, when they need to know it. Our sector and market expertise helps us understand clients’ issues. And our technology and innovations help them achieve more with less effort.

We build personal relationships, with advice individually tailored to individual need. And if clients need things we don’t offer, we draw on our network to give recommendations.

Our 1,250 plus people and over 750 lawyers share one vision – achieving more for clients.

By joining Mills & Reeve, you’ll have the chance to build your skills and experience within a firm that’s not only ranked in the top 50 UK law firms, but also one that truly values their people. Our mantra is “Achieve more. Together.”, which we feel embodies our purpose and is more than just a catchphrase!

We’ve been listed in the Best Companies to Work For list the last 20 years - the only law firm to have achieved this, and we hold Platinum Investors in People status, something which only 6% of 50,000 assessed organisations achieve. We’ve also been ranked in the top 10 of RollOnFriday’s Best Law Firms To Work At list for the past eight years, taking the top spot in 2018, 2019 and 2020.

Don’t just take our word for it though. Have a read through our People Perspectives to find out more about some of our team and their experiences at Mills & Reeve.

And finally

Everyone at Mills & Reeve brings a unique perspective and ideas to the team and we do everything we can to help each person to thrive. We’re committed to providing an inclusive and supportive working environment, are happy to consider flexible working arrangements, and want to achieve the right balance for both our people and the firm. We encourage everyone to ask if they feel they need any workplace adjustments, and will do our best to support with these.

Promoting equality and diversity across our firm is a key pillar of our strategy, and our five staff networks are an integral part of this. To find out more about our diversity and inclusion work, visit our webpage here.

Want to find out more?

If you’d like any more information about Mills & Reeve take a look at our website