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- Tasks: Lead and coach a customer service team while optimising operational processes.
- Company: Innovative company transforming the divorce process for couples.
- Benefits: Private health insurance, 28 days holiday, and a supportive work environment.
- Why this job: Make a real impact by improving customer experiences and operational efficiency.
- Qualifications: Experience in operations management and strong people leadership skills.
- Other info: Join a mission-driven team focused on positive change and personal growth.
The predicted salary is between 36000 - 60000 ÂŁ per year.
About Us
Our mission is to transform the way people end relationships in a kinder and better way, and to help couples avoid the emotional and financial turmoil of traditional solicitor approaches. As pioneers of working with couples, we’ve shaped the landscape of no‑fault divorce and helped thousands untie the knot amicably. We are growing, and our innovative, tech‑enabled, digital approach to divorce, separation and coparenting continues to help thousands of couples separate in a better, more positive way. Our process frees people to focus on the emotional challenges while also reducing the cost to themselves and to society. We are proud to be part of the Octopus Group.
About the Role
This 12‑month FTC opportunity is for a well‑rounded Operations Manager and true people leader who has built their experience in a fast‑paced, scale‑up environment. You’ll establish credibility quickly, learn fast, and bring structure, clarity, and momentum to complex operations. Operating with a high degree of autonomy, you’ll own critical operational priorities and ensure the business runs smoothly, consistently, and at pace. The role blends operational leadership, people management, exceptional customer support and hands‑on office oversight.
You’ll lead, coach, and develop our customer service team, equipping them with clear, practical playbooks that empower the team to perform at their best and enable high performance while consistently delivering outstanding customer experience. You’ll design, document, and maintain end‑to‑end operational playbooks across delivery teams. You’ll partner with other teams to solve root‑cause issues, produce and embed clear, repeatable and scalable processes. You’ll also take ownership of core operational execution, from the day‑to‑day running of the office to improving internal processes and leading an upcoming office move by identifying and securing the right space to support our next stage of growth. By owning these critical areas, you’ll enable the Operations Director to focus on strategy, scale, and long‑term impact.
(This is an office‑based role in our East Sheen office, working 4 days per week in the office and 1 day working from home.)
Key Responsibilities
- Lead and coach the customer service team, providing clear direction, constructive feedback, and ongoing development.
- Create a psychologically safe, high‑performance, solution‑driven environment where people feel supported, accountable, and empowered.
- Drive operational execution with a hands‑on approach, ensuring plans are delivered on time, issues are resolved quickly, and teams are set up to perform at their best.
- Work across our delivery teams to build clear support playbooks to improve consistency, decision‑making and customer experience.
- Manage customer escalations with empathy and sound judgement, protecting relationships while driving timely resolution.
- Use tools such as HubSpot and NocoDB to produce actionable insights, optimise processes, and elevate customer service delivery.
- Work with other teams across the business to solve root‑cause issues, produce and embed clear, repeatable and scalable processes and deliver company‑wide initiatives.
- Ensure the office runs smoothly day to day and lead the planning and execution of an office move, including sourcing and setting up a suitable new space.
About You
- You’re a credible, hands‑on operational leader with strong emotional intelligence and the confidence to challenge constructively.
- You’re a strong coach who invests time in developing team members through clear feedback, guidance, and support, building capability, confidence and accountability.
- You’re agile and adaptable, with a roll‑up‑your‑sleeves mindset — no task is too small, and you get involved wherever solution or support is needed.
- You’re thoughtful in your approach to prioritisation, consistently considering the impact of decisions on people, customers, and day‑to‑day operations.
- You’re comfortable balancing strategic thinking with operational detail.
- You’re data‑driven, organised, calm and reliable under pressure.
- You’re passionate about people, process improvement, and delivering excellent customer experience.
- You’re aligned with our mission and values.
Perks & Benefits
- Private Health Insurance
- Group Life Assurance
- Employee Assistance Programme
- 28 days holiday plus bank holidays per annum
- Cycle to work scheme
- Pension scheme (after 3 months of employment)
We respect and value people’s differences and believe that our teams are at their best when their members feel safe to bring their whole self to work. We are committed to creating an inclusive experience as well as equal opportunities for growth and development for all.
Operations Manager (12-month FTC) employer: amicable
Contact Detail:
amicable Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager (12-month FTC)
✨Tip Number 1
Network like a pro! Reach out to people in your industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially how they relate to operations and customer service. This will help you tailor your responses and show you're genuinely interested.
✨Tip Number 3
Practice your interview skills with a friend or mentor. Get comfortable discussing your experience in operational leadership and people management. The more you practice, the more confident you'll feel when it’s time to shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our mission to transform the way people end relationships.
We think you need these skills to ace Operations Manager (12-month FTC)
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for our mission shine through. We want to see how you connect with our goal of transforming the way people end relationships. Share personal experiences or insights that align with our values!
Tailor Your CV: Make sure your CV is tailored to the Operations Manager role. Highlight your experience in fast-paced environments and your people management skills. We love seeing how you've made a difference in previous roles, so don’t hold back!
Be Clear and Concise: Keep your application clear and to the point. We appreciate straightforward communication, so avoid jargon and fluff. Use bullet points where possible to make it easy for us to see your key achievements and skills.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at amicable
✨Know the Company Inside Out
Before your interview, take some time to really understand the company's mission and values. Familiarise yourself with their approach to no-fault divorce and how they support couples. This will not only help you answer questions more effectively but also show that you're genuinely interested in their work.
✨Showcase Your People Skills
As an Operations Manager, you'll be leading a team, so it's crucial to demonstrate your people management skills. Prepare examples of how you've coached and developed team members in the past. Highlight your ability to create a supportive environment where everyone feels empowered to perform at their best.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving abilities and emotional intelligence. Think about times when you've had to manage customer escalations or resolve operational issues. Be ready to discuss your thought process and the outcomes of your actions.
✨Prepare Questions That Matter
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to inquire about the company's future plans, the team dynamics, or how they measure success in the role. This shows that you're not just interested in the job, but also in contributing to the company's growth.
