Operations Manager - Torquay

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requires travel between all of the offices but you can base yourself in any of our offices.

successfully filled.

• Accountable for the overall service delivery
• Maintain operational excellence, optimising performance and quality standards and driving improvements across the organisation

• 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

• Oversee the day-to-day operations of the organisation ensuring the business processes run efficiently in line with the twin

• 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

• Review and drive enhancement of the IT systems as the organisation IT lead in line with the organisational requirements /

• 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.

• 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

• 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

• Advise CEO and HR and L&D Manager of issues and assist with ongoing monitoring and support to address areas of

• 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.

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

• 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).

• 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.