Operations Manager

AMICABLE Customer Materials incorporated; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A progressive customer-focused company in Greater London is seeking an Operations Manager to lead the customer service team and streamline operations. The role emphasizes coaching, operational execution, and customer experience. The ideal candidate must have significant leadership experience and be passionate about process improvement. This is an office-based position with a blend of hands-on management and strategic planning, offering various benefits including health insurance and generous holidays.

Benefits

Private Health Insurance

Group Life Assurance

Employee Assistance Programme

28 days holiday plus bank holidays

Cycle to work scheme

Company laptop

Pension scheme after 3 months

Qualifications

• Proven experience as an operational leader in a fast-paced environment.
• Ability to develop team members through clear feedback and guidance.
• Agile and adaptable with strong problem-solving abilities.

Responsibilities

• Lead and coach the customer service team for high performance.
• Manage customer escalations with empathy and sound judgment.
• Oversee the day-to-day operations and support office moves.

Skills

Strong emotional intelligence

Operational leadership

Coaching skills

Data-driven organization

Customer service excellence

Tools

HubSpot

NocoDB

Job description

👋 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’veshaped 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.

amicable promotes a collaborative culture and is rapidly growing to meet demand and legislativechange.

Our values bring our purpose to life and make what we do and how we do it unique: we are Kind to everyone weencounter, we embrace Trust & Professionalism, with a quest for Customer Focus that drives us to be more Pioneering.

We are proud to be part of the Octopus Group.

💼 About the Role

This12-month FTCis an opportunityfor a well-rounded OperationsManager andtruepeopleleaderwhohas built their experience in a fast-paced, scale-up environment.You’llestablishcredibility quickly, learn fast, and bring structure, clarity, and momentum to complex operations.Operatingwith a high degree of autonomy,you’llowncritical operational priorities and ensurethe 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’lldesign, document, andmaintainend-to-end operational playbooks across delivery teams.You’llpartnerwithother teamstoresolve root-cause issues,produceandembedclear,repeatableand scalableprocesses.

You’llalso take ownership of core operational execution, from the day-to-day running of the office to improving internal processes and leading an upcoming office movebyidentifyingand securing the right space to support our nextstageof growth. By owning these critical areas,you’llenablethe 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

As our OperationsManager you will:

• 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 customerservice 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’reacredible, hands-onoperationalleader with strong emotional intelligence and the confidence to challenge constructively
• You’reastrong coach who investstime in developing team members through clear feedback, guidance, and support, building capability, confidence, and accountability
• You’reagile and adaptable, with a roll-up-your-sleeves mindset — no task is too small, and you get involved whereversolution or support isneeded
• You’rethoughtful in your approach to prioritisation, consistently considering the impact of decisions on people, customers, and day-to-day operations
• You’recomfortable balancing strategic thinking with operational detail
• You’redata-driven, organised,calmand reliableunder pressure
• You’repassionate about people, process improvement, and delivering excellent customer experience
• You’realigned with our mission and values.

Ifyou’reexcited by variety, ownership, and the opportunity to make a real impact,we’dlove to hear from you.

⛳️ Perks & Benefits

• Private Health Insurance
• Group Life Assurance
• Employee Assistance Programme
• 28 days holiday plus bank holidays per annum
• Cycle to work scheme
• Company laptop
• 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.