Probate Team Manager

Octopus Legacy Limited; Greater London; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

27 days holiday + birthday day off

Work from anywhere in the world up to

Vitality Health & Life Insurance

Enhanced parental leave

Free Will & LPAs + discounts on Octop*

Job summary

Octopus Legacy is seeking a Probate Team Manager in London to lead a team of 8-10 Probate Case Managers. The role focuses on team performance, case allocation, coaching, and ensuring timely, compliant estate administration.

The position is London-based with three days in the office (Tue–Thu). You will work across Octopus Legacy and Octopus Legal Services, maintaining quality, compliance and customer experience in a challenging environment.

Qualifications

• Qualified solicitor, CILEx or STEP practitioner with probate/estate experience.
• Experience supervising or managing others in a legal environment.
• Comfortable handling complex estates, technical issues and client complaints.

Responsibilities

• Lead, motivate and develop a team of Probate Case Managers with regular feedback.
• Allocate cases by complexity and capacity to balance workloads.
• Supervise files to comply with SRA requirements and internal procedures.
• Own complaints handling and drive root-cause fixes while meeting timelines.
• Track performance against KPIs and SLAs using MI to remove blockers.
• Escalate complex issues and difficult client situations with fair resolution.
• Ensure regulatory, compliance and data protection standards are met.
• Recruit, onboard and train new team members and build a talent pipeline.
• Collaborate with Product, Operations and Tech to improve processes and client experience.
• Report team performance to the Senior Operations Manager.

Skills

Leadership

Coaching

Stakeholder management

Regulatory compliance

Education

Solicitor qualification

CILEx qualification

STEP practitioner

Job description

We're Octopus Legacy: one of the fastest growing tech companies in the country, part of the UK's most exciting and best-trusted group (you may have heard of some of our sister companies…) and we have a mission.

We're on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death.

But we can't do it alone, and that's why we're assembling a team of top performers to build with us.

Ready to be part of something big?

The Role

As a Probate Team Manager, you'll lead a team of 8-10 Probate Case Managers based in our London office, reporting to our Senior Operations Manager - making sure every family we support gets an estate administered properly, on time, and with real care.

This is a London-based role, with 3 days a week in our London office (Tuesday to Thursday).

This is a dedicated leadership role with no caseload of your own. Your focus is getting the best out of your team: allocating cases, supervising files, coaching people to grow, and making sure work moves at pace without cutting corners.

You'll work across Octopus Legacy and our SRA-regulated subsidiary, Octopus Legal Services, so you'll be the person who keeps quality, compliance and customer experience pulling in the same direction.

We want to be honest - it won't always be easy. Your team will be supporting people through one of the hardest times of their lives, and caseloads can be heavy. It takes a calm head, sound legal judgement, and the confidence to have difficult conversations with clients and with your team.

But if you want to build something rather than just maintain it, this is the moment. Our probate business is growing fast, and you'll help shape how we work, what good looks like, and how we use technology to take the admin out of the job so people can focus on families.

Our values are simple: Customer-First. Work hard. Stay optimistic.

Key Responsibilities

• Lead, motivate and develop a team of Probate Case Managers, with regular 1:1s, clear goals and honest feedback.
• Allocate new cases based on complexity, experience and capacity, so workloads stay balanced and every case is in the right hands.
• Supervise your team's files in line with SRA requirements and our internal procedures, carrying out regular file reviews and signing off work where required.
• Own complaints for your team - investigating, responding and resolving them fairly, in line with our complaints procedure and regulatory timescales, and using what we learn to fix the root cause.
• Track team performance against KPIs and SLAs, using MI to spot cases that are stalling and help the team clear blockers.
• Act as the escalation point for complex technical issues and difficult client situations, resolving them fairly and quickly.
• Make sure the team meets regulatory, compliance and data protection requirements, escalating to Compliance where appropriate.
• Recruit, onboard and train new team members, and help build a strong pipeline of future case managers.
• Spot what's slowing us down and work with Product, Operations and Tech to improve our processes, systems and customer experience.
• Report on team performance to the Senior Operations Manager.

Who Are You?

• A qualified Solicitor, Chartered Legal Executive (CILEx) or STEP practitioner, with solid experience in probate and estate administration.
• Experienced in supervising, coaching or managing others in a legal environment - you know how to get the best out of people and aren't afraid of a difficult conversation.
• Confident handling complex estates, technical issues and client complaints, and comfortable being the person others come to for answers.
• Comfortable with targets and data - you can read MI, see where things are going wrong, and act before it becomes a problem.
• Organised and detail-focused, able to juggle the needs of a busy team.
• Customer-first, with the empathy and emotional intelligence to support bereaved families - and to help your team do the same.
• Solutions-focused, curious about how things could work better, and excited by technology that makes the job easier.
• Resilient and adaptable, able to stay calm in high-pressure and emotional situations.
• A team player who leads with kindness and genuinely cares about doing meaningful work.

Why You'll Love It Here

• We're part of a group that believes work should mean something. You'll be trusted to do what's right, supported to grow, and encouraged to share your ideas and shape the way we work.
• You'll be part of a team you can truly count on - colleagues who support each other and always put customers first, every day and at every step of your journey.
• A fast-growing business with room to learn, grow and influence change, plus real opportunities to develop your skills and progress your career.

Our Mission

Octopus Legacy is the place to plan for death and find support after loss. When people think about planning for death they think about wills, life insurance and funerals. We take these cold processes and turn them into something more human. Share more than money: leave voice notes, music, recipes. Shape a legacy that connects you while you're here. And after you're gone.

Founded by Sam after his mum died suddenly, we're a group of people who work in death because we've been affected by it. We know the difference a good plan makes, and what it's like when there isn't one.

Death can come between us, leaving mess, legal fees, frustration. But it can also make us stronger. We see a world where people talk openly about death, and work out the real meaning of legacy, one that connects to them. We're here to make that world happen.

• 27 days holiday + extra day off for your Birthday.
• Work from anywhere in the world for up to 4 weeks per year.
• Vitality Health & Life Insurance.
• Enhanced parental leave.
• Free Will & LPAs + discounts on other Octopus services.
• Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme.
• Octopus Giving: we match any charitable fundraising that you do up to £500.
• Octopus Springboard: where we help our employees become fully-fledged entrepreneurs.
• Dog friendly office.
• Breakfast every day, snacks and wellness activities.

We know that to be truly innovative, we need to have a diverse team around us. That is why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.