Teams at Octopus Legacy

Lead and develop a team of 8–10 Probate Case Managers, overseeing case allocation, file quality, regulatory compliance, complaints, KPIs, client escalations, recruitment, and training. The role requires supervising probate and estate administration work, supporting bereaved families, improving processes with Product, Operations, and Technology teams, and reporting performance to senior leadership. This is a London-based hybrid leadership position with three office days per week.

Own and improve operational processes across Compliance, Fulfilment, and Drafting. Build automations and AI-assisted workflows, create accurate dashboards and reporting, roll out process changes through training and adoption checks, manage document storage and fulfilment partners, and maintain clear SOPs. The role requires strong attention to detail, spreadsheet skills, systems thinking, clear writing, and end-to-end ownership in a regulated, high-consequence environment.

Own the end-to-end customer experience for an estate planning business, leading Customer and Bookings teams and managers. Set customer strategy, improve conversion, satisfaction, retention, response times, and cost to serve. Build scalable processes, reporting, and tooling while partnering with Sales, Legal, Marketing, Product, and Operations. Balance commercial performance with compassionate support for grieving and vulnerable customers.