About Us

We are one of the UK’s leading specialist conveyancing firms, trusted by national developers, housing associations, brokers, and estate agents to deliver fast, consistent, and customer-focused legal services. We are a values-driven firm focused on customer-first service, operational excellence, and people development. Our culture is fast-moving, collaborative, and ambitious. We are looking for someone who will thrive in a business that is growing, evolving, and committed to being the best in the industry. As we continue to grow and evolve, we are now seeking a high-performing Operations Director to take ownership of the operational delivery and lead our team into its next phase of development and performance.

Your New Role

This is a hands-on, hybrid Operations Director/Manager role, responsible solely for leading the Operations Department, including Post Completions, Case Progression, and File Handling support functions. You will bring proven leadership experience from a similar role, be highly data-driven, and capable of designing, implementing, and reporting against bespoke KPIs and dashboards to improve efficiency, performance, and accountability across the department. A background in conveyancing or legal services is desirable but not essential—what’s critical is your ability to create structure, lead people, and embed a high-performance culture from the ground up. You will work closely with the CEO and other department leads to ensure the operational function is aligned to wider business strategy and performance objectives.

Responsibilities

• Lead and manage the day-to-day running of the Operations Department, including Post Completions, ensuring service levels, output quality, and staff engagement are consistently high.
• Introduce structure and rigour across the department by working directly with Fee Earners and Assistants, establishing clear expectations, ownership, and support mechanisms in the absence of a team leader structure.
• Design and implement all operational KPIs, service dashboards, and productivity reporting systems from scratch.
• Drive a data-led performance culture, ensuring metrics are visible, reported weekly/monthly, and used to shape decisions.
• Produce performance reports for the Board, and collaborate with other departments (Customer Experience, Finance, Commercial) to ensure full visibility of operational activity and impact.
• Monitor operational delivery against agreed SLAs, turnaround times, and internal service benchmarks.
• Oversee issue resolution, case escalations, and direct leadership on process improvements.
• Champion system and workflow optimisation, including maximising the use of Hoowla, our case management system, and relevant reporting or dashboarding tools.
• Build and maintain a strong, resilient team with a culture of accountability, ownership, and continuous improvement.
• Collaborate with IT, HR, Customer Experience and external consultants as needed to manage performance, resource planning, and compliance-related activities.
• Support with any other duties necessary with the level of responsibility of this role as needed.

Requirements

• Proven experience in a similar Operations Director or Senior Operations Manager role.
• Experience leading operational teams without middle management or team leader structures.
• Demonstrable track record of designing and implementing KPI frameworks, dashboards, and board-level reporting mechanisms.
• Technically confident with Excel, case management systems, and dashboard tools (e.g., Power BI, Salesforce, or similar).
• Strong leadership and communication skills with a visible, hands-on management style.
• Commercially aware and results-focused, with the ability to align operational output to wider business goals.
• High emotional intelligence and team-building capability; able to create cohesion and performance in support functions.
• A change leader: proactive, agile, and unafraid to challenge existing norms to deliver improvements.
• Familiarity with legal or regulated professional services (desirable but not essential).

Pay range and compensation package

Base Salary: £75,000 to £90,000 (dependent on experience)

In return, you can expect to work closely with an energetic team where your efforts and success will be noticed. We offer a competitive remuneration package as well as:

• Enhanced annual leave allowance including birthday leave.
• Dog friendly offices!
• Hybrid working arrangement: 4 days in the office & 1 day working from home
• Casual Fridays: Employees can enjoy a relaxed dress code and complimentary lunch on Fridays.
• Personal Development Plan tailored for your development.
• Supportive Culture: A friendly, family-like atmosphere with a focus on employee well-being and career development.
• Performance Related Bonus Scheme.
• A selection of breakfast items, hot and cold drinks.
• Free eye tests and discounted eyewear.
• Reward and recognition scheme: Employee of the month.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.