(Regional) Business Support Manager

Overview

This role is responsible for working with fee earners to deliver support services aligned to their specific needs. You will take responsibility for client care, management of your direct reports and will ensure that you continue to innovate our support offering where needed. You will ensure that your line reports are managed well, coaching and developing in line with our review processes. You will act as a point of escalation for the Fee Earners to troubleshoot or find solutions to problems impacting external client care. You will also take responsibility working with other managers to deliver aspects of support services department plan.

You will be based in either our Birmingham, Cambridge or Milton Keynes office, supporting a range of fee-earners and business support team specialists covering the Midlands region.

Responsibilities

• Lead and develop a high-performing, diverse team by coaching, mentoring, and setting SMART objectives, while promoting Hollis values and fostering an inclusive culture.
• Collaborate with other department managers to allocate resources effectively, conduct capacity planning, and ensure delivery in line with agreed KPIs and SLAs.
• Champion efficiency and continuous improvement, standardising processes and encouraging training, knowledge-sharing, and collaboration across the team.
• Contribute to the business support plan and take ownership of assigned areas, supporting the Head of Department and Head of Operations.
• Monitor and manage the department budget, making informed decisions about team finances and resources.
• Identify and implement opportunities for new systems or ways of working, ensuring clear communication, training, and smooth transitions.
• Act as an ambassador for the department, promoting the team’s value to the wider firm and managing key stakeholder relationships to meet client expectations.
• Support other managers and Senior Management with projects, new initiatives, and business support activities, acting as a champion for change and deputising as required.
• Ensure compliance with department governance, maintaining up-to-date training and adherence to risk management protocols, and contributing to the risk register.
• Provide regular performance updates and reports to the Head of Operations, tracking delivery against SLAs and KPIs.
• Stay informed of industry developments and share relevant insights with the wider team to support ongoing improvement.
• Work with the wider management team to lead the department in the absence of Senior Management, ensuring business continuity.

Your experience:

• Experienced manager with at least 3+ years in a similar role, ideally with a background in supporting fee earners.
• Strong people manager able to enthuse and motivate a team.
• Excellent leadership skills.
• Solid understanding of setting SMART objectives.
• Creative problem-solver, able to find solutions to challenging situations.
• Experience in proactively identifying and delivering opportunities for continuous improvement.
• Skilled at managing senior stakeholders effectively.
• Technologically proficient, with strong working knowledge of Microsoft applications, including Teams, SharePoint, and Copilot.
• Assertive, resilient, and positive in approach.
• Solution-oriented with a willingness to own and resolve issues.
• Able to perform effectively under pressure and prioritise workload efficiently.
• Demonstrated organisational abilities, managing multiple team members and stakeholders.
• Flexible and adaptable to change, supporting the implementation and adoption of new systems or processes.

The Company

Hollis is a leading independent real estate consultancy. We work with owners, occupiers, developers and funders, across both private and public sectors, to help them get more out of their real estate, at every stage of the property life cycle.

We’re a multi-skilled team of surveyors, engineers, ESG consultants, project managers and technical specialists operating across the UK, Ireland, Germany, Spain and The Netherlands. We have a unique way of working and believe that people do things better by doing them together. We aim to do the right thing, be clear, transparent and find some fun along the way.

Why join us?

We are hardworking, progressive, successful and fun. We’re independently-owned and independently-minded, not afraid to give honest advice or to be ourselves. We aim to achieve the right balance for you, delivering excellent client service whilst supporting you in fulfilling your potential and achieving your goals.

We offer a highly attractive salary and a generous benefits package including:

• Life assurance and private medical insurance
• Season ticket loan
• 5% Employer pension contribution
• 25 days of holiday and an extra day off on your birthday
• Cycle to work scheme, retail vouchers, gym discounts and more
• EV car scheme
• Longevity awards

Hollis operates a hybrid-working policy giving employees the opportunity to work between their home and our offices, where their job allows it. In addition, employees are encouraged to request flexible working hours when needed and we work hard to accommodate where we can.

We are a sociable bunch and host pay day drinks, quarterly lunches, quiz nights and cultural and sporting activities to socialise and have fun with your colleagues. We also give back and take part in numerous charity events all over the country throughout the year.

We're Inclusive

Together we welcome, we embrace, and we celebrate our differences. Our aim is to provide a diverse and inclusive workplace which supports and cares for all our employees, including those from underrepresented or non-dominant groups. We’re focused on a culture of inclusion; where all barriers including prejudice are removed from our working environment; and where all our people are empowered to be the best they can be.

Don’t meet every single requirement? If you would like the opportunity to join Hollis but your past experience is not an exact match, we encourage you to apply anyway as you could be the right candidate for this role or another role within the company.

If you require alternative formats of our documents or need to apply offline, please get in touch with the talent acquisition team: [email protected] or call us on 020 7622 9555.