Documents Manager
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Knights is a listed, UK based legal and professional services business, operating nationwide.
For more than a decade, we have done things differently. In 2012, we established our platform as one of the first law firms to transition from a traditional partnership model to a corporate structure.
We work with a diverse range of clients, including global brands, FTSE 100 companies, private businesses, and individuals, to deliver professional services with speed, accessibility, and clear communication.
Role overview
Join our growing Documents team in this exciting opportunity for an accomplished professional to step into a pivotal leadership role for a growing team of documents specialists.
As Documents Manager, you will drive the management of client-facing documentation, guiding a talented team and streamlining workflows to ensure the highest standards of service delivery. Reporting to the Senior Documents Manager, you will champion process improvements, foster effective relationships with technical and legal stakeholders, and make a measurable impact on the quality and efficiency of our operations.
Key responsibilities
- Request coordination: Triage and allocate incoming requests for document elevation and document production using a ticketing system (Zendesk), ensuring balanced workloads and prioritising urgent tasks.
- Requirement scoping: Clarify and analyse task requirements from requesting colleague, ensuring requests fall within service remits.
- Stakeholder management: Communicate service levels, manage expectations, and adjust requests when necessary.
- Team leadership: Manage and mentor document specialists, set objectives and growth opportunities, monitor approaches, and maintain team motivation.
- Training and knowledge sharing: Provide advanced MS Word expertise, deliver training, and foster continuous learning within the team.
- Hands-on support: Assist with complex or high-volume document elevation and production tasks to maintain quality and meet deadlines, where capacity requires.
- Quality assurance: Oversee document quality, implement peer-review processes, and ensure compliance with firm style and compliance guidelines.
- Reporting: Monitor ticketing data to track metrics to produce monthly activity reports, highlighting trends, highlights and challenges.
- Continuous improvement: Suggest and lead process enhancements to improve efficiency, consistency and satisfaction.
- Strategy alignment: Ensure document services support firm-wide business objectives and comply with internal policies.
- Knowledge management: Create and maintain internal guides and Know-How, supporting onboarding and ongoing training.
- Cross-team collaboration: Liaise with Technology, Knowledge, Brand, Communications and Client Service teams to address technical issues, share best practices, and gather feedback.
What we’re looking for
- Extensive experience in legal or professional services environments, with proven line management skills in document production or support roles.
- Expert-level proficiency in MS Word, including advanced use and creation of styles, cross-references, sections, tables of contents, and track changes, and template creation; Microsoft Office Specialist: Expert (Word) certification is a plus.
- Strong proficiency in MS PowerPoint (Slide Master layout creation) and intermediate Excel skills (data manipulation and formulae, named ranges, conditional formatting).
- Ability to deliver advanced MS Word, PowerPoint and Excel expertise and training for the team.
- Demonstrated success producing and formatting complex, branded documents, and using ticketing systems.
- Exceptional organizational, time management, and delegation abilities, with keen attention to detail and a drive for data-driven continuous improvement.
- Strong analytical and problem-solving skills, a proactive and collaborative approach.
- Natural ability to build effective relationships with technical and legal stakeholders and to motivate and mentor team members.
- Excellent communication, stakeholder management, and interpersonal skills, with a service-focused mindset and commitment to high-quality delivery.