Operations Manager

Hiring Manager - Chris Loaring

Closing Date - 5th December 2025

The Opportunity

Are you an experienced leader with a passion for operational excellence and delivering outstanding customer experiences? Landmark Legal is looking for an Operations Manager to take ownership of our operational platforms, processes, and outputs (excluding Professional Services), ensuring seamless product and service fulfilment.

This is a pivotal role where you’ll lead two key teams: Customer Service and Report Fulfilment, driving high standards, ambitious goals, and continuous improvement across the business unit.

What You’ll Do

• Lead and inspire teams
• Manage Customer Service and Report Fulfilment teams, setting clear SLAs and performance goals.
• Conduct monthly 1:1s, team meetings, and annual PDRs.
• Recruit, train, and develop team members to achieve excellence.
• Deliver operational excellence
• Ensure all production SLAs are met or exceeded.
• Monitor resourcing and plan for short- and long-term needs.
• Implement initiatives to improve efficiency and quality.
• Champion customer satisfaction
• Oversee complaints and feedback, working with Compliance and senior stakeholders.
• Drive customer engagement and satisfaction initiatives across the business.
• Embed best practices and systems
• Support group-level projects such as Landmark 3.0 and LPP.
• Manage Salesforce and Natterbox adoption, reporting, and training.

Key Responsibilities

• Team Management (50%) – Performance reviews, SLA delivery, recruitment, training, and resource allocation.
• Resource Planning (10%) – Forecasting and budgeting for team capacity and skills.
• Quality Assurance (20%) – Maintain high standards in report delivery and customer service.
• Systems (10%) – Drive improvements and reporting in Salesforce and Natterbox.
• Customer Satisfaction (10%) – Lead complaint resolution and service improvement initiatives.

About You

Technical Skills

• Strong understanding of report writing, QA, and customer delivery success metrics.
• Detailed knowledge of customer service practices, processes, and systems.
• Proven experience in resolving significant customer complaints.

 Leadership Qualities

• Ability to listen, understand, and communicate effectively.
• Inspire, guide, and mentor teams.
• Lead confidently under pressure and in challenging situations.
• Take ownership and responsibility while delegating effectively.
• Excellent organisational skills.

Behavioural Attributes

• Exceptional written and verbal communication skills.
• Honest, reliable, and professional in attitude and work standards.
• Ability to manage conflicting priorities and adapt quickly in a fast-paced environment.
• Self-motivated with flexibility and adaptability to meet deadlines.
• Sound judgement and proactive approach to improving processes.
• Strong interpersonal skills with enthusiasm and a positive, driven mindset.