Customer Service Operations Manager

Please note: This role is internally known as Probate Operations Manager. While the role sits within our Probate function, our focus is on recruiting an experienced operations leader with strong people management, performance, and process improvement skills. Previous probate experience is not essential, as technical training will be provided.

Join Dignity's mission to transform the probate experience. Dignity Legal Services is building one of the UK's most modern, compassionate and efficient probate operations. Over the last year, we've grown from a team of 2 to 32 and we're only just getting started. We're creating a category-defining probate service: one that delivers a better, clearer and faster experience for families, supported by strong legal expertise and the operational discipline of a modern tech-enabled business. This is a rare opportunity to join at a pivotal moment not as a passenger, but as someone who will shape how we scale.

PURPOSE OF ROLE

The Customer Service Operations Manager is responsible for leading and developing a high-performing operational team delivering outstanding probate services to customers. The role is accountable for ensuring the team consistently achieves service standards, operational performance targets and customer outcomes through effective leadership, coaching and resource management. This is a people leadership role focused on operational excellence rather than technical probate expertise. The Probate Operations Manager creates a high-performing, customer-focused culture by developing colleagues, managing performance, planning resources effectively and driving continuous process improvement.

PERFORMANCE MEASURES

• Achievement of operational Service Level Agreements (SLAs).
• Delivery of excellent customer outcomes, including Trustpilot, NPS and customer satisfaction measures.
• Team productivity, quality and operational performance.
• Employee engagement, retention and development.
• Effective recruitment, onboarding and workforce planning.
• Continuous improvement initiatives that increase efficiency and improve customer outcomes.

KEY RESPONSIBILITIES

• Lead, motivate and develop a high-performing operational team, creating a culture of accountability, collaboration and continuous improvement.
• Manage team performance through effective coaching, regular feedback and performance management, ensuring colleagues are supported to achieve individual and team objectives.
• Ensure the team consistently delivers against agreed Service Level Agreements (SLAs), operational targets and customer service standards by effectively planning workloads and allocating resources.
• Recruit, onboard and develop colleagues, ensuring the team has the capability, capacity and succession plans required to meet current and future operational demands.
• Drive operational excellence by identifying opportunities to improve processes, increase efficiency and enhance the customer experience through the effective use of performance data and management information.
• Work collaboratively with Senior Case Managers, who provide technical probate expertise, legal guidance and quality assurance, to ensure operational delivery is supported by appropriate subject matter expertise.
• Build strong working relationships across the Probate Leadership Team, supporting the delivery of departmental objectives and contributing to a high-performing, customer-focused operation.

WOULD SUIT SOMEONE WHO

• Is an experienced operational people manager.
• Enjoys developing high-performing teams.
• Thrives in fast-paced, customer-focused environments.
• Has exceptional organisational and planning skills.
• Is process driven and naturally looks for opportunities to improve efficiency.
• Is confident managing competing priorities and changing workloads.
• Remains calm under pressure and enjoys solving operational challenges.
• Is customer focused and passionate about delivering excellent service.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

Experience

• Proven experience leading operational teams within a customer-focused environment.
• Strong experience managing performance, coaching and developing colleagues.
• Experience of recruitment, workforce planning and resource management.
• Demonstrable success managing teams against service levels, KPIs and operational targets.
• Experience delivering continuous improvement initiatives.
• Experience within legal services, financial services, professional services or another regulated environment would be advantageous but is not essential.

Education/Qualifications

• Management qualification desirable but not essential.
• Relevant operational leadership experience is more important than technical qualifications.

Technical

• Strong understanding of operational performance management.
• Experience using management information and performance data to drive decisions.
• Comfortable using case management or workflow systems.
• Strong planning and organisational capability.

General

• Outstanding people leadership skills.
• Excellent coaching and performance management capability.
• Strong communication and stakeholder management skills.
• Highly organised with excellent attention to detail.
• Customer-focused mindset.
• Strong problem-solving and decision-making ability.
• Resilient and adaptable in a changing environment.
• Collaborative leadership style with the ability to influence across teams.

What We Offer:

• Annual salary of £55,000 - £65,000, depending on experience.
• 25 Days Holiday + Bank Holidays.
• BUPA Healthcare (Self).
• X2 Life Assurance.
• Pension Scheme.
• Hybrid flexible working (3 days in our Maidenhead office).
• Significant scope for growth and responsibility as the business scales.

What are the next steps?

To be considered for this role, please submit your application via the 'apply' button, where a member of our Talent Team will review your application.

FCA Regulation Statement: Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR). Please note in accordance with our pre-employment checks, all roles will require a criminal record check and further enhanced checks may apply. Certain roles will be subject to ongoing checks in line with the Group SMCR Framework (Fit & Proper Policy). Further details will be explained to you throughout the recruitment process.

Equality, Diversity and Inclusion Statement: Our Vision is to connect with our clients, colleagues, company, and communities based on our principles whilst celebrating our differences. We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed, and bold action to promote inclusion and belonging.