What are the responsibilities and job description for the Operations Manager position at Heirloom Fair Legal?
Operations Manager, Motor Vehicle Finance
About Us
We are a rapidly growing consumer law firm in the UK, specialising in financial mis-selling, motor vehicle finance and related legal claims. Our mission is to deliver quality and efficient service at a clear and fair price to our clients.
We pride ourselves on leveraging automation and smart systems to streamline claim management, while maintaining personalised, transparent communication with clients and counterparties.
We have an exciting opportunity for a tech-savvy, organised operations professional to join our team and help us scale our Motor Vehicle Finance business line. This is someone who understands operational flow, project management and technology/automation tools and can act as a crucial bridge between clients, lenders, marketers and our internal teams.
This role can be remote, working out of Miami or the West Palm Beach Area, liaising directly with the London team.
Role Overview / Purpose
The Operations Manager will be responsible for:
- Overseeing our CRM and Claims Management systems and guiding the technology teams on improvements to be made to the process flow.
- Ensuring that clients are being onboarded in an efficient and effective manner.
- Reviewing complaint letters and pre-complaint submissions from a non-legal perspective to ensure they are completed accurately.
- Liaising with lender counterparties to submit pre-complaint information and complaint letters.
- Drafting clear, professional communications (letters, emails, texts) to clients and lenders, ensuring all correspondence is accurate, compliant and client-friendly.
- Maintaining operational documentation and records, tracking progress, and creating management reports for both internal and external stakeholders.
- Coordinating and liaising with the marketing team to ensure operational readiness for campaigns, accurate messaging and alignment between lead flow and operational capacity.
- Collaborating closely with leadership, legal/research teams, marketing and other departments to ensure smooth handoffs and consistent standards.
This role sits at the intersection of operations, project management, marketing coordination and client service — a keystone to enabling scalability without sacrificing quality or client trust.
Required Skills & Attributes
- Strong organisational and project-management skills — able to design and manage a high-volume, semi-automated process flow.
- Comfortable using automation tools, databases, CRM/case-management systems and other software tools.
- Proactive, problem-solving mindset — comfortable identifying potential process improvements.
- Multi-tasking ability – able to juggle multiple cases, deadlines, communications and cross-team requests simultaneously.
- Strong written communication skills — able to produce clear, professional letters and emails to clients and lenders.
- Capable of producing clear management reports, summarising operational metrics, performance indicators and workflow data.
- Attention to detail and accuracy (especially important in documentation and correspondence in a legal environment).
- Good interpersonal skills, able to liaise with different stakeholders (clients, lenders, marketers, internal teams) with professionalism.
- Ability to work under pressure, manage time effectively and prioritise tasks.
- Integrity, discretion and respect for confidentiality (given sensitive client and financial information).
Desirable / "Nice-to-Have"
- Experience with Zoho or similar CRM, workflow-automation and reporting tools.
- Experience in a financial services, claims-management, legal-services, or consumer-claims environment (not required but beneficial).
- Experience working in a regulated environment or with compliance procedures.
What You’ll Bring / What We Offer
- A can-do, adaptive attitude — willing to take initiative, problem-solve and grow with the company. There is huge potential for professional growth for a person with an entrepreneurial mindset.
- The chance to play a central role in building and scaling our operations — with real impact on workflow efficiency, client satisfaction and company growth.
- Exposure to both client-facing and backend operational work — a varied, challenging and rewarding role.
- Interaction with the senior-most personnel of the company, playing a key role in a critical and highly profitable business line.