Dudley - Service Delivery Manager

Do you have excellent communication skills and ambition to make a difference?

Due to exciting new business growth, Citizens Advice Dudley & Wolverhampton is seeking a Service Delivery Manager to join our dedicated team.

We provide comprehensive information, advice and guidance to individuals in need and we are expanding our team to meet the growing demand for our services and new ways of working.

Service Delivery Manager - £31,000 – £33,000 FTE dependent on experience Hours:37hrs p/w available (min 28hrs p/w would be considered)

Location: Dudley and Wolverhampton Offices / Home Working

• To line manage teams of front-line client facing staff supporting service delivery standards, quality and contract compliance across advice and non-advice contracts that we hold with multiple funders
• To drive a culture of continuous workforce development where a supportive approach is adopted
• Working in collaboration with the Service Delivery Managers and Technical & Quality Supervisor team to maintain quality across services, you will need to inspire and motivate your teams and provide focussed individual support where necessary to achieve internal and external quality and KPI standards
• Be responsible for ensuring the provision of high-quality advice services by working alongside the other Service Delivery Managers and the Senior Leadership Team
• Be accountable for ensuring positive performance management of the workforce to achieve consistent quality and contract/org KPIs and to work alongside individual staff who need additional support to achieve expected standards

• We embrace individuals from all walks of life, encouraging everyone to bring their authentic selves to work every day.
• We understand the importance of balance and provide flexible working hours to accommodate your needs outside the workplace.
• We prioritise the health and wellbeing of our employees, recognising that wellness contributes to professional success.
• We advocate for continuous professional growth and encourage employees to pursue development opportunities.
• We value the power of collaboration and actively seek input and feedback from our employees on workplace decisions.
• We offer a generous annual leave entitlement, an employer Contributory Pension Scheme, and an Employee Assistance Programme.
• We pride ourselves on our culture of positive engagement, collaboration and team spirit and prioritise the health and wellbeing of all our team.

We warmly welcome applicants from all diverse backgrounds, we are committed to building a workforce that reflects the diversity of the communities we serve.

We look forward to hearing from you!