Head of Legal Operations | Legal Advisory Leadership, AI-Enabled Service Transformation
* Salary: £75,000 + 10% non-contributory employer pension
* Location: Hybrid, 2-3 days in-office.
Five million households in England and Wales live in leasehold properties. My client is a statutory public body that helps them understand their rights.
You will directly manage three Senior Legal Managers and hold overall accountability for a team of senior legal advisers, legal advisers and triage officers. The heart of the role is leading change: moving the function from a reactive, channel-led model to a digital-first, AI-enabled advice service in which expert humans focus on the cases where they make the most difference.
One thing worth naming upfront: if you are looking for a traditional practice-head or in-house legal role, this is not it. You need to be as comfortable alongside service designers and product managers as you are reviewing legal quality frameworks.
What They're Looking For:
* Senior leadership experience or line management of senior professionals and accountability for service quality at scale
* Demonstrable track record leading or co-leading transformation of a complex advisory service.
* Experience designing or operating a quality assurance framework, peer review or audit regime in a consumer-facing or regulated environment
* Digital and AI fluency: working understanding of large language models (LLMs), CRM systems, workflow tools and structured data - and the judgement to know where automation helps and where human expertise is non-negotiable
* Credibility partnering with service designers, product managers, data analysts and engineers; able to translate advisory requirements into actionable product decisions
* Public-service mindset: solid understanding of the obligations of a statutory or regulated body
What You'll Work With
* Zendesk CRM
* AI chatbot, AI-assisted triage and AI-assisted drafting tools
* Multi-channel advice delivery: written, telephone, live-chat and webinar
* Legal knowledge base used by both human advisers and AI tools, current with legislation, case law and government policy
* Quality assurance and peer-review framework across the full legal advisory function
* UK AI Playbook and Cabinet Office assurance principles
Nice to Haves
* Experience in a legally complex advice, regulatory or ombudsman environment
* Practical AI governance experience: legal sign-off, accuracy testing or assurance for AI tools
* Experience contributing to government consultations, calls for evidence or pre-legislative scrutiny
* Experience designing escalation and protection routes for vulnerable consumers in legal or advice settings
Legal qualifications are not a must-have for this role but legal or legal-adjacent experience is preferred.
Why Join
The organisation is small enough that your decisions land immediately and visibly. You sit on the Leadership Team, report to the Chief Executive and have regular Board exposure. If you have led transformation in advice, regulatory or consumer services and want a role where the subject matter and the scale of impact both carry genuine weight, this is a strong one.
Employee Benefits
* Salary of £75,000
* 10% non-contributory employer pension
* 27 days annual leave plus bank holidays
* 35-hour contract with flexi-working - sustainable productivity is valued over long hours
* Generous personal development budget and support for ongoing CPD
Head of Legal Operations | Legal Advisory Leadership, AI-Enabled Service Transformation