At a Glance
- Tasks: Lead transformation of legal services into a digital-first, AI-enabled advice platform.
- Company: Join a statutory public body making a real difference for leasehold property owners.
- Benefits: Competitive salary, generous leave, flexi-working, and personal development support.
- Other info: Collaborate with diverse teams and shape the future of legal advisory services.
- Why this job: Be part of impactful change in a small, dynamic organisation with direct leadership influence.
- Qualifications: Senior leadership experience and a track record in service transformation required.
The predicted salary is between 75000 - 75000 £ per year.
Salary: £75,000 + 10% non-contributory employer pension
Location: Hybrid, 2-3 days in-office.
Five million households in England and Wales live in leasehold properties. My client is a statutory public body that helps them understand their rights.
You will directly manage three Senior Legal Managers and hold overall accountability for a team of senior legal advisers, legal advisers and triage officers. The heart of the role is leading change: moving the function from a reactive, channel-led model to a digital-first, AI-enabled advice service in which expert humans focus on the cases where they make the most difference.
One thing worth naming upfront: if you are looking for a traditional practice-head or in-house legal role, this is not it. You need to be as comfortable alongside service designers and product managers as you are reviewing legal quality frameworks.
What They're Looking For:
- Senior leadership experience or line management of senior professionals and accountability for service quality at scale
- Demonstrable track record leading or co-leading transformation of a complex advisory service.
- Experience designing or operating a quality assurance framework, peer review or audit regime in a consumer-facing or regulated environment
- Digital and AI fluency: working understanding of large language models (LLMs), CRM systems, workflow tools and structured data - and the judgement to know where automation helps and where human expertise is non-negotiable
- Credibility partnering with service designers, product managers, data analysts and engineers; able to translate advisory requirements into actionable product decisions
- Public-service mindset: solid understanding of the obligations of a statutory or regulated body
What You'll Work With:
- Zendesk CRM
- AI chatbot, AI-assisted triage and AI-assisted drafting tools
- Multi-channel advice delivery: written, telephone, live-chat and webinar
- Legal knowledge base used by both human advisers and AI tools, current with legislation, case law and government policy
- Quality assurance and peer-review framework across the full legal advisory function
- UK AI Playbook and Cabinet Office assurance principles
Nice to Haves:
- Experience in a legally complex advice, regulatory or ombudsman environment
- Practical AI governance experience: legal sign-off, accuracy testing or assurance for AI tools
- Experience contributing to government consultations, calls for evidence or pre-legislative scrutiny
- Experience designing escalation and protection routes for vulnerable consumers in legal or advice settings
- Legal qualifications are not a must-have for this role but legal or legal-adjacent experience is preferred.
Why Join:
The organisation is small enough that your decisions land immediately and visibly. You sit on the Leadership Team, report to the Chief Executive and have regular Board exposure. If you have led transformation in advice, regulatory or consumer services and want a role where the subject matter and the scale of impact both carry genuine weight, this is a strong one.
Employee Benefits:
- Salary of £75,000
- 10% non-contributory employer pension
- 27 days annual leave plus bank holidays
- 35-hour contract with flexi-working - sustainable productivity is valued over long hours
- Generous personal development budget and support for ongoing CPD
Head of Operations employer: Prism Digital
As a Head of Operations at this statutory public body, you will be part of a dynamic team that is committed to transforming legal advisory services through innovative AI solutions. The organisation fosters a collaborative work culture where your leadership decisions have immediate impact, and offers generous benefits including a competitive salary, a non-contributory pension, and ample opportunities for personal development. With a focus on sustainable productivity and a commitment to public service, this role provides a unique chance to make a meaningful difference in the lives of millions of leasehold property residents.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operations
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company’s recent projects and challenges. Show them you’re not just another candidate; you’re genuinely interested in their mission and ready to contribute.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with their needs, especially around transformation and digital services. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive.
We think you need these skills to ace Head of Operations
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. We want to see how your background aligns with our mission of transforming legal services.
Showcase Your Leadership Experience:Highlight your senior leadership experience and any transformation projects you've led. We’re looking for someone who can manage teams and drive change, so don’t hold back on sharing your successes!
Demonstrate Digital Fluency:Since we’re moving towards a digital-first approach, it’s crucial to showcase your understanding of AI and digital tools. Mention any relevant experience with CRM systems or AI technologies that could enhance our advisory services.
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 this exciting opportunity to lead change in our organisation.
How to prepare for a job interview at Prism Digital
✨Understand the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the key responsibilities, especially around leading transformation and working with AI tools. This will help you articulate how your experience aligns with their needs.
✨Showcase Your Leadership Experience
Be ready to discuss specific examples of your senior leadership experience. Highlight instances where you've managed teams or led change in complex advisory services. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Demonstrate Digital Fluency
Since the role involves a digital-first approach, be prepared to talk about your experience with AI and digital tools. Discuss any relevant projects where you've implemented technology to improve service delivery, and show that you understand the balance between automation and human expertise.
✨Engage with Their Mission
This organisation has a public-service mindset, so express your understanding of their mission and values. Share why you're passionate about helping consumers navigate legal rights and how you can contribute to their goals, particularly in transforming their advisory services.
