Job Advert

Are you an energetic leader with passion and experience in improving operations and driving efficient service delivery? Join
Citizens Advice Torridge, North, Mid & West Devon (CA TNMWD) as our Operations Manager where you will play a pivotal role in
shaping the future of our organisation. In this position, you will oversee the day-to-day operations, ensuring that our business
processes are streamlined, efficient and aligned with and business plan and the twin aims of the charity – providing quality
advice and policy research and campaigns. As a member of the leadership team you will help build the annual business plan and then
lead the whole operational function at CA TNMWD, implementing innovative solutions and fostering a culture of engagement and high
performance. If you thrive in a changing and challenging environment and are excited by enhancing operational excellence, we want
to hear from you! We have offices across the Devon region in Bideford, Barnstaple, Okehampton, Tiverton and Tavistock and the role
requires travel between all of the offices but you can base yourself in any of our offices.

Note: We are recruiting for this role on an ongoing basis, we reserve the right to close down the job advert when the position is
successfully filled.

Main purpose of the job

* Accountable for the overall service delivery
* Maintain operational excellence, optimising performance and quality standards and driving improvements across the organisation
in line with the business plan.
* Active member of the Leadership Team to embed and develop the business plan.
* Manage the organisations premises on a day-to-day basis.
* IT, premises and Health and Safety Lead

Expectations

Operations delivery

* Oversee the day-to-day operations of the organisation ensuring the business processes run efficiently in line with the twin
aims of the charity.
* Manage Quality of Advice standards through Quality Assurance processes, including accreditations.
* Establish key performance indicators (KPIs) and monitor performance against targets.
* Ensure targets and performance outcomes are set, implemented and monitored working alongside the leadership team.
* Continually review effectiveness of delivery and recommend changes as required.
* Take a strategic view of services provided and work with Senior Team leader to implement.
* Advise CEO on service delivery issues.
* Alongside the leadership team, support the planning and delivery workstreams and manage change to ensure the effective
integration of new and existing services.
* Review and drive enhancement of the IT systems as the organisation IT lead in line with the organisational requirements /
needs.
* Ensure that appropriate systems are developed and maintained.
* Work with the Senior Team Leader to ensure successful and timely delivery of workforce learning and development.
* Oversee the Health and Safety procedures and ensure that the charity’s health and safety obligations are adhered to.
* Ensure all policies and procedures are adhered to.
* Analyse and interpret data to identify trends and make data-driven decisions.
* Manage safeguarding concerns and escalate to the Safeguarding Lead where necessary.
* Coordinate and manage the premises across the 4 districts.
* Manage publicity materials according to brand guidelines in relation to service delivery.

Leadership and management

* Line management responsibilities for the Senior Team Leader and the Operations Support Officer.
* Work closely and regularly with the Senior Team Leader to ensure effective operations delivery.
* Foster a culture of effective performance management and development of staff and volunteers through regular one to one
meetings with the Senior Team Leader, appraisals and local office team meetings.
* Work alongside the HR and L&D Manager to ensure effective workforce and succession planning.
* Create a positive working environment in which equality and diversity are well managed.
* Promote dignity at work so that staff and volunteers can do their best and feel valued.
* Foster a coaching and mentoring working environment.
* Plan and allocate future work and with the Senior Team Leader monitor absences, achievement of deadlines and support staff and
volunteers as appropriate.

* Advise CEO and HR and L&D Manager of issues and assist with ongoing monitoring and support to address areas of
underperformance.
* Support the appraisal process and learning and development.
* Work with the HR and L&D Manager to assist with recruitment and development of volunteers and staff.
* Attend regular meetings as required

* Consult, where necessary, with other local Citizens Advice offices to share and develop best practice at CA TNMWD.

Learning and Development

* Identify and implement own and staff learning and development
* Support the HR and L&D team with training activities as required

Other duties and responsibilities

* Managing budgets accordingly as directed.
* Interviewing and selection.
* Manage office coordination and oversee implementation of office moves as required.
* Promote the aims, policies, and membership requirements of the Citizens Advice service
* Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the
service

PERSON SPECIFICATION

Essential:

* Experience in leadership and team management.
* Proven ability to manage at an operational level including the ability to recruit, develop and motivate staff and volunteers.
* Excellent communication and analytical skills.
* Ability to work under pressure and to KPI’s.
* Proficient in Microsoft Office 365.
* Have a driving licence and access to a vehicle.
* Right to work in the UK.
* Ability to identify and mitigate against operational risks.
* Be flexible in ability to travel as required for site visits, meetings and training.
* Demonstrate commitment to work within the aims, principles and policies of the Citizens Advice service.
* Work collaboratively with leadership team to drive effective service delivery.
* Commitment to ongoing Continuous Professional Development (CPD).

Desirable

* Degree level or equivalent experience in operational management, business administration, project management or related field.
* Experience in the charitable/third sector.
* Leadership and Management accredited qualification.
* Ability to monitor and maintain database and client management systems and procedures.

* Previous safeguarding experience.

Citizens Advice Torridge North Mid and West Devon

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