Job Description
Antony Hodari Solicitors has an opportunity for a Operations Workflow Analyst. When you join us, you’ll be part of a workforce that truly values each and every member of the team.
To be in with a chance of being the recipient of this excellent package, including a 6% employer pension contribution, flexible working arrangements and more, apply today.
Operations Workflow Analyst
Manchester – hybrid working
* Full time (with flexible start and finish times), permanent
* Salary from £30,000 pa dependant on experience
Please Note: Applicants must be authorised to work in the UK
Antony Hodari Solicitors has been delivering an industry leading service to clients throughout the UK for over 40 years. Specialising in housing litigation, we fight for tenants living in sub-standard accommodation to bring landlords to account. Client care is at the heart of everything we do, evidenced by our rating of 4.8 on Trustpilot and Reviews.io.
Our IT systems development team are continuously developing automation tools and systems that combines AI, internal middleware, CRM workflows. This role exists to ensure nothing is missed, staff utilise the available tools correctly and that the system continuously improves.
What’s on offer at Antony Hodari Solicitors?
This is a fabulous opportunity to join a respected law firm and be a key player in a well-established and growing business with an office presence in both Liverpool and Manchester.
As our new Operations Workflow Analyst, you can expect to receive the following:
* Salary competitive (Dependant on experience)
* Flexible start and finish times
* Annual salary review
* 25 days plus bank holidays
* Day off on your birthday
* Pension scheme with 6% employer contribution
* Hybrid home/office working environment
* Training, development, and support
* Company sick pay
* City Centre location
* Casual dress
* Death in Service Benefit (Salary x 4)
* Subsidised Gym Membership
* Access to award winning Employee Assistance Programme
The role:
Working alongside our IT department, your responsibility is to own the correctness, completeness, and reliability of case handling across the entire lifecycle — from first contact to final outcome.
This is an operational ownership role
Core Responsibilities
Case Flow Integrity
* Ensure every case entering the system is tracked, handled, and resolved correctly
* Identify and resolve case that are stuck, misclassified, or in ambiguous states
* Act as the final checkpoint to ensure no case is silently lost
Pattern Identification & Root Cause Analysis
* Identify recurring issues in lead handling and handoff
* Determine whether failures are caused by:
* Human error
* Process gaps
* System or automation behaviour
* Focus on eliminating repeat issues, not just fixing individual cases
Sales Process Enforcement
* Correct staff when process is not followed
* Ensure correct usage of CRM, diallers, and internal tools
* Prevent repeated mistakes through guidance, clarification, and process changes
System & Process Improvement
* Provide structured feedback to the development team on where:
* Automation assumptions break down
* Guardrails are required
* UX or tooling changes could reduce error
* Help refine lead states, workflows, and escalation logic
Operational Oversight
* Ensure CRM data reflects reality
* Maintain confidence in dashboards, wallboards, and reporting
* Escalate systemic issues early before they impact volume
What Success Looks Like
* No leads missed or left in undefined states
* Clear, auditable lead journeys
* Fewer recurring sales errors over time
* Reduced need for manual intervention
* A system stable enough to safely increase marketing spend
Required Skills & Experience
Essential
* Strong operational and analytical mindset
* Experience working with CRMs and lead workflows
* Comfortable correcting incorrect behaviour
* Able to explain process issues clearly to non-technical teams
* High attention to detail and ownership mentality
Desirable
* Sales operations or QA background
* Experience with automation tools (Zapier, APIs, workflow systems)
* Exposure to AI-assisted processes or call flows
* Call centre or high-volume lead environments
Ideal Candidate Profile
* Thinks in systems and patterns
* Cares about correctness over speed
* Comfortable enforcing process
* Curious about why things fail
* Calm, methodical, and persistent
If the above sounds like you, we would love to know even more about you – don’t hesitate to apply!
How to apply for the role:
e-mail – hr@antonyhodari.co.uk