Operations & Client Success Manager – Will Writing Network

About the Company
Will Writing Network (WWN) is part of the Financial Expert Group, a financial services organisation serving thousands of clients in the UK.

Our mission is to help families protect their future by providing easy access to wills, estate planning, and related services.
We already have thousands of clients who completed their wills and over 15,000 clients in our database who can benefit from our services.

We are now looking for a highly organised and proactive Operations Manager to run the daily operations of this growing service.


About the Role
This is not a simple virtual assistant role.
You will be responsible for running and improving the daily operations of Will Writing Network, managing client communication, improving completion rates, and helping convert clients into additional services such as Lasting Power of Attorney and Will Care subscriptions.

You will work directly with the company founder to build systems, automation, and client communication processes.

Your role is to make sure that:
• clients complete their wills
• client questions are answered
• follow-ups are done properly
• opportunities for additional services are identified

This is a systems + operations + client communication role.

Key Responsibilities
Client Communication
• Manage WhatsApp and email communication with clients
• Guide clients through completing their will forms
• Answer client questions and provide support
• Follow up with clients who have not completed their wills

Client Conversion & Upsells
• Identify opportunities to introduce additional services such as
Assisted wills
Lasting Power of Attorney (LPA)
Will Care subscription
• Conduct written upsell conversations through messaging platforms
Operations Management
• Manage client data in CRM systems
• Track client progress from invitation to completed will
• Ensure the client pipeline runs smoothly
Automation & Systems
• Improve communication workflows
• Implement automation where possible
• Coordinate tools such as CRM, WhatsApp, and email systems
Marketing Support
• Monitor social media comments and messages
• Respond to inquiries
• Support lead generation activities



Ideal Candidate
You are someone who:
• is extremely organised
• enjoys building systems and improving processes
• communicates clearly with clients
• is comfortable with written sales conversations
• works independently without constant supervision
You should have experience with:
• CRM systems
• WhatsApp Business or similar messaging platforms
• customer support or client success roles
• online tools and automation systems
Bonus skills:
• Zapier / Make
• marketing automation
• social media engagement

Compensation
Base salary:
$700 – $1000 per month depending on experience
Performance bonuses based on results, including:
• assisted services
• Lasting Power of Attorney sales
• subscription upgrades
This role has strong long-term growth potential for the right candidate.



How to Apply
To apply, please send the following:
1. A 2-minute video introduction
In the video, please answer:
• Tell us about a system or process you improved in a previous role
• Describe a situation where you helped a client solve a problem
• Explain why you believe you would succeed in this role
2. Your CV
3. Your expected monthly salary
Applications without a video introduction will not be considered.
4. Other infor you think might be relevant.