Planning and running the day-to-day operations of a wills and probate firm is the core of this management role. The Practice Manager will bring structure, accountability, and commercial focus to the business, ensuring efficient case progression, accurate and prompt billing, motivated staff, and strong financial and operational controls. This role suits an experienced, commercially minded individual from a legal background who can take ownership and drive measurable improvements.
Responsibilities
Establish, implement, and monitor KPIs for individual team members and the practice as a whole
Track caseloads, case progression, turnaround times, billing performance, and fee income
Monitor individual productivity and ensure staff meet agreed performance targets
Produce weekly and monthly management reports for the directors
Identify underperformance, bottlenecks, and operational inefficiencies, implementing corrective action where necessary
Introduce regular performance reviews and ensure accountability at every level of the business
Take ownership of the firm's billing process, ensuring work undertaken is recorded, reviewed, and billed promptly
Introduce consistent billing procedures across all wills and probate cases
Ensure fee earners and case handlers regularly review files for completed work, outstanding charges, and opportunities to raise invoices
Monitor client funds held on account, outstanding balances, aged debtors, and unpaid invoices
Ensure appropriate interim billing, stage payments, and requests for funds on account are made in accordance with client agreements and applicable requirements
Work with the directors and finance team to improve cash flow, reduce aged debt, and minimise unbilled work
Implement regular billing reviews so that completed work does not remain unbilled and revenue is not unnecessarily delayed
Ensure billing records are accurate, transparent, and supported by appropriate file documentation
Lead, motivate, and manage the wills and probate team, creating a positive, professional, and performance-driven working environment
Set clear expectations, responsibilities, and individual objectives
Hold regular team meetings and individual performance discussions
Support staff development through coaching, training, and constructive feedback
Recognise strong performance while addressing underperformance promptly and fairly
Manage workloads and allocate cases appropriately to ensure the team operates efficiently
Promote teamwork, ownership, accountability, and high standards of client service
Identify recruitment and training needs as the firm grows
Oversee the progress of wills, probate, and estate administration matters, ensuring files move forward without unnecessary delays
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Introduce consistent processes for opening files, client onboarding, case reviews, billing milestones, and file closure
Ensure case management systems are used effectively and that file information is accurate and up to date
Monitor dormant files, delayed matters, and cases requiring management intervention
Establish clear procedures for reviewing outstanding actions and chasing clients, beneficiaries, financial institutions, and other relevant parties
Identify opportunities to improve workflows, reduce administrative duplication, and increase the number of cases managed effectively by the team
Maintain high standards of professionalism, responsiveness, and client communication
Monitor client complaints, service issues, and recurring operational problems
Ensure clients receive clear information about fees, anticipated timescales, and case progress
Introduce appropriate file audits and quality-control checks
Ensure the firm follows its applicable legal, regulatory, data protection, anti-money laundering, and complaints-handling obligations
Escalate material risks, complaints, and compliance concerns to the appropriate director or designated compliance lead
Provide directors with clear weekly and monthly reports covering operational performance and financial results
Report on fees billed and collected, work in progress, outstanding debts, caseloads, and staff productivity
Assist with budgeting, resource planning, and forecasting
Identify opportunities to improve profitability, increase fee income, and make better use of staff resources
Recommend practical changes to improve the firm's overall performance
Take ownership of agreed operational improvement projects and report on their results
Requirements
Previous experience working within a law firm or legal services practice
Experience in practice management, legal operations, team leadership, or a senior legal support role with substantial management responsibility
A strong understanding of wills, probate, private client work, or estate administration
Proven ability to manage staff, workloads, and performance against measurable targets
Practical experience of billing processes, debt management, work in progress, and cash flow controls
Strong organisational skills and the ability to manage competing priorities
Commercial awareness and a focus on improving profitability and operational efficiency
Excellent communication, leadership, and problem-solving skills
Confidence using case management systems, spreadsheets, and management reporting tools
A proactive, hands-on approach with the ability to work independently and take ownership
Nice to have:
Previous experience as a Practice Manager, Legal Operations Manager, Probate Team Manager, or Legal Office Manager
Experience introducing KPIs, billing procedures, or operational improvements within a legal practice
Familiarity with legal accounting procedures and client money controls
Experience managing a growing or independently owned legal services business
Experience working within an unregulated wills and probate practice, or an understanding of the distinction between regulated and unregulated legal services
Important Details
Working arrangement: Office-based, full-time
Reporting to: Directors / Senior Management
What Success Looks Like
Within the first six months, the successful candidate should have:
Established clear KPIs and reporting for the team
Implemented a reliable billing and cash collection process
Improved visibility of unbilled work, outstanding invoices, and client funds held on account
Introduced regular case reviews and improved case progression
Established a consistent staff performance and team meeting structure
Provided directors with reliable management information to support commercial decisions
Delivered measurable improvements in productivity, cash flow, and operational control