Vacancy at Citizens Advice Cornwall
Head of Operations
Salary
£ 42,000 - £47,000
TBC
Vacancy listed
20/05/2024
Application deadline
03/06/2024
Details
Working closely with the CEO, your role will be to help ensure that effective and efficient delivery of operational activity throughout the organisation and play a key role in strategic development and planning service delivery, representing and being responsible for the Advice and Service Delivery function of our organisation at a strategic level both internally and with external stakeholders.
As a senior representative of Citizens Advice Cornwall your role will involve building and maintaining external partnerships that reflect the values and standards that make the organisation a trusted source for our clients. Having a hands-on approach to project management you will foster positive working relationships with internal departments and external operational partners.
You will oversee the delivery a variety of projects, including our core advice service, as well as the development of new projects from a wide range of locations across the county. You will provide support to ensure that the individual projects are meeting their key performance indicators as advised by funders and assisting in reporting to funders at regular intervals.
You will play a pivotal role in formulating strategy, improving performance and ensuring the team are well trained and resourced to deliver value for our clients. You will be expected to work with the leadership team to increase and oversee the consistent high quality of customer interactions, implement best practice whilst maintaining Citizens Advice Cornwall’s good reputation.
You will be responsible for monitoring and managing risk within the organisation and raising awareness of new and developing areas of concern.
You will expected to deputise for the Chief Executive Officer in their absence.
Person Specification
Essential Criteria
- Knowledge and current experience in organisational effectiveness and operations management.
- Knowledge and current experience in process and service design.
- Demonstrable knowledge and experience of project management leadership, principles, and practices.
- Demonstrable ability as an adaptable and effective communicator, delivering and accepting information at a variety of people levels (verbal, written, presentation).
- Proven ability to analyse, understand, explain, and make decisions based on complex information.
- Demonstrable knowledge of finance and accounting principles and practices.
- Fully conversant with Microsoft Office Suite including excel, word, outlook, PowerPoint and Teams.
- Well developed planning and organisational skills, with the ability to manage and prioritise own workloads and the demands of your team to deliver on deadlines.
- Proven ability to create a positive working environment (volunteers and paid staff) in which equality and diversity are professionally managed, dignity at work is upheld and staff are empowered and motivated to do their best.
- Experience of managing people issues such as absence management, disciplinary and grievance management, annual reviews, supervisions, goal setting.
- Proven ability to monitor and maintain casework systems and procedures, service delivery against agreed targets and analyse and interpret complex information produce and present reports verbally and in writing.
- The ability to commit to and work within the aims, principles and policies of the Citizens Advice service and the vision of Citizens Advice Cornwall
- Confident, negotiation, persuasion, and active listening skills.
- Adaptable, flexible, and coaching management style.
- Commitment to reflective performance and continuing professional development
- Willingness and ability to undertake regular travel and work across Cornwall
Desirable Criteria
- An in date National Examination Board in Occupational Safety and Health (NEBOSH) certificate or Institution of Occupation Safety and Health (IOSH) certificate (or equivalent qualification/experience).
- Degree level education in management/commerce etc. (or equivalent qualification/experience).
- Understanding of the voluntary and community sector and the challenges and opportunities facing the sector
- An ability to help build a collaborative ‘one-team’ culture whereby staff and volunteers, as far as possible, contribute their skills, experience and time flexibly across our service to meet the needs of our clients and colleagues. Therefore, a flexible approach to working and planning would be desirable.
In accordance with our local policy the successful candidate will be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.
Benefits
We offer:
- 37 Hours per week (Full-time)
- Salary: FTE £42,000 - £47,000 (Band F) per annum, pro rata for part-time work
- Permanent contract
- Your work base will be at one of our offices with requirements to travel to meetings or other offices/locations. Some of the work can be home-based
- An opportunity to work for a well-respected local charity
- Being part of a team focused on client needs
- Access to mental health and wellbeing support
- 25 days Annual Leave, plus 8 Bank Holidays (pro rata for part-time working)
- Additional time-off over the organisation’s Christmas Closure period (determined each year by the Trustee Board)
- Opportunity to accumulate additional holiday for length of service
- Access to Enhanced Sick Pay, subject to contract terms.
- Continuous Professional Development
- Access to an Employee Assistance Programme to support physical and mental health & wellbeing
- Access to contributory pension scheme
Attached documents
| Title | File |
|---|---|
| Application form | Application_Form.docx |
| Application form guidance | Application_Form_Guidance.pdf |
| Job pack - accessible version | Head_of_Operations_Job_Pack_accessible_version___May24.pdf |
| Job pack | Head_of_Operations__Recruitment_Pack_-May_.pdf |