Operations Manager; FTC

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.

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.)

• 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 Hub Spot 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

• 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

• 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.