Ben Mills is chief commercial officer at Law Firm Services, home of Minerva. He has more than two decades of experience in legal technology, spanning sales, leadership and product innovation. Before joining Law Firm Services and helping to launch Minerva in 2020, Ben spent 13 years at BigHand, ultimately serving as Managing Director of the UK business, followed by spells working across EMEA and APAC and a global sales role. He is passionate about helping law firms adopt practical, client-first technology that improves the experience for both firms and consumers.
What was your career path to your current role?
I studied law at Manchester University, although I quickly realised that practising as a lawyer was not for me. After a brief spell selling suits, I answered a small advert in the Manchester Evening News for a trainee salesperson at a legal software company, and that decision shaped the rest of my career.
I worked hard, found my feet in sales and went on to sell one of the provider’s early matter management solutions, including its first .NET deployment in the UK. After five years, I joined BigHand, initially covering the North before progressing to national and global accounts. I later led teams across sales and marketing and, in 2012, became Managing Director of the UK business. This was followed by spells working across EMEA and APAC, as well as a global sales role.
I am particularly proud of the part I played in helping BigHand evolve from a single-product business into a multi-solution provider. I left in 2018 after 13 years and, following a year-long break, joined legal technology start-up Law Firm Services. We launched Minerva in 2020, and I have never looked back.
What would you still like to achieve in the industry?
I would like to see wider adoption of genuinely client-first solutions: technology designed to help the consumer as well as the law firm. Firms can spend too much time looking inward; there is a great deal we can learn from other industries about service, communication and convenience.
I have presented more than 30 awards during my time in the industry, celebrating outstanding people, products and businesses. I would love to see even more recognition for the people and organisations making a measurable difference to the client experience.
What keeps you motivated in your work?
It is never easy, and there is plenty of overselling in legal technology. What motivates me is cutting through the noise, being honest about what technology can deliver and helping law firms become the best versions of themselves.
If you could change one thing about the transaction process, what would it be?
I would redesign it around the client. Information should be captured once, with the client’s permission, and then used securely throughout the transaction rather than repeatedly requested by different parties. The technology already exists: AI can help, providers can help and law firms can make it happen.
What has been the best development in conveyancing in the last 20 years?
The move away from paper-based processes has been one of the most important developments. Clients can now complete forms such as the TA6 digitally, firms can review information more efficiently, and far less of the transaction depends on post, handwriting and manual rekeying. That is a significant improvement for both firms and clients.
And the worst?
The growth of disconnected technology. New systems only represent progress if they simplify the process. Too often, firms are left managing multiple platforms that do not communicate with one another, creating extra work rather than improving the experience.
Do you think conveyancing will ever be fully digitalised?
Yes, although getting there will require greater consistency across the market. With around 6,000 firms delivering conveyancing services, agreeing and maintaining common standards is a significant challenge. Progress will depend on better collaboration, clearer standards and sustained legislative and government leadership.
Do you think it should be?
It should be digital wherever that improves speed, transparency and the client experience. However, digitalisation should support, not replace, the professional judgement and personal guidance that clients need during a major life event.
What is the best piece of career advice you have received?
Two pieces of advice have stayed with me. Captain Steve Chivers told me to be fair and reasonable. Jon Ardron taught me that sometimes the strongest decision is to step back, learn and return better prepared. The wiser stag is the one that turns away and comes back bigger and stronger. Above all: never give up.
What advice would you give to someone just starting out?
Find a good mentor, stay curious and set high standards for yourself, especially in sales. Your reputation is built over time, so be honest about what your product can deliver and always do what you say you will do.
Tell us something people may be surprised to know about you.
I was named the FA’s National Coach of the Year.
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