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About the Role
As a Probate Team Manager, you will lead a team of 8-10 Probate Case Managers in our London office, reporting to the Senior Operations Manager. Your primary focus is ensuring families receive properly administered estates, on time and with care. This leadership role involves case allocation, file supervision, team coaching, and maintaining quality, compliance, and customer experience across Octopus Legacy and Octopus Legal Services.
Responsibilities
- Lead, motivate, and develop a team of Probate Case Managers through regular 1:1s, clear goals, and honest feedback.
- Allocate new cases based on complexity, experience, and capacity to ensure balanced workloads and appropriate case handling.
- Supervise team files in line with SRA requirements and internal procedures, conducting file reviews and sign-offs.
- Own and manage team complaints, investigating, responding, resolving, and identifying root causes for process improvement.
- Track team performance against KPIs and SLAs, using management information (MI) to identify and resolve stalling cases.
- Serve as the escalation point for complex technical issues and difficult client situations, ensuring fair and prompt resolution.
- Ensure the team adheres to regulatory, compliance, and data protection requirements, escalating issues to Compliance as needed.
- Recruit, onboard, and train new team members, contributing to a pipeline of future case managers.
- Identify process bottlenecks and collaborate with Product, Operations, and Tech teams to enhance processes, systems, and customer experience.
- Report on team performance to the Senior Operations Manager.
Requirements
- A qualified Solicitor, Chartered Legal Executive (CILEx), or STEP practitioner with substantial probate and estate administration experience.
- Proven experience in supervising, coaching, or managing others within a legal setting.
- Ability to handle complex estates, technical issues, and client complaints confidently.
- Comfortable using data and MI to identify and address performance issues proactively.
- Organized and detail-oriented, capable of managing the demands of a busy team.
- Customer-first approach with empathy and emotional intelligence.
- Solutions-focused mindset with an interest in process improvement and technology.
- Resilient and adaptable, maintaining composure in high-pressure and emotional situations.
- A collaborative team player who leads with kindness and is committed to meaningful work.
Skills
- Probate and estate administration
- Team leadership
- Coaching and development
- File supervision
- Complaint handling
- Performance tracking (KPIs/SLAs)
- Technical issue resolution
- Regulatory compliance
- Recruitment and training
- Process improvement
- Data analysis (MI)
- Customer service
- Emotional intelligence
- Problem-solving
- Adaptability
Location
- London, UK
Work Type
- Hybrid
- Full-time
Experience Level
- Management experience
- Legal experience
Education Level
- Qualified Solicitor
- Chartered Legal Executive (CILEx)
- STEP practitioner
Benefits
- Octopus share incentive scheme
- 27 days holiday plus an extra day off for your Birthday
- Work from anywhere in the world for up to 4 weeks per year
- Vitality Health & Life Insurance
- Pension scheme
- Enhanced parental leave
- Free Will & LPAs plus discounts on other Octopus services
- Cycle to Work Scheme
- Electric Vehicle (EV) Salary Sacrifice Scheme
- Octopus Giving: matching charitable fundraising up to £500
- Octopus Springboard: support for employees to become entrepreneurs
- Dog friendly office
- Daily breakfast, snacks, and wellness activities
About the Company
- Octopus Legacy is a fast-growing tech company aiming to transform the death care industry by making end-of-life planning and support more human and connected.
- The company is part of a trusted UK group and is focused on scaling and becoming a household name.
- Octopus Legacy values customer-first principles, hard work, and optimism.
- The company was founded by Sam after his mother's death, driven by a mission to help people talk openly about death and shape their legacy.
Equal Opportunity
- Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer, recognizing the need for a diverse team to drive innovation.