Reporting to: | Chief Executive |
Direct Reports: | Service Manager team, Team Leaders and Executive Assistant |
Hours: | Full time (37 hours per week) Part-time hours, compressed hours and other flexible working arrangements will be considered. |
Location: | Based in the Pontypool office with flexible home working |
Salary: | £47,460 - £51,659 D.O.E |
Role purpose
The Operations Manager will play a pivotal leadership role in Citizens Advice Torfaen (CAT), ensuring that our services are effective, accessible, responsive and sustainable, and that everyone who comes into contact with us receives a high-quality, compassionate and professional service.
As a member of the Senior Management Team, the Operations Manager will translate the organisation’s strategic ambitions into effective operational delivery. Working closely with the Chief Executive, colleagues, trustees, staff, volunteers and external partners, they will help shape the future direction of CAT, ensuring that we remain a trusted, relevant and resilient organisation, able to respond to changing advice needs and the challenges facing our communities.
A key part of the role is to inspire, lead and develop our people. The Operations Manager will create an environment in which managers, staff and volunteers feel valued, supported and motivated to do their best work. They will lead by example, encourage collaboration, promote accountability and foster a positive workplace culture where people can raise concerns, share ideas, learn from experience and work together towards common goals. They will provide clear direction while empowering managers to take responsibility for their teams and services.
The postholder will be confident in managing people and relationships, including addressing difficult situations, resolving conflict constructively and dealing with performance or conduct concerns fairly, consistently and sensitively. They will understand that effective leadership requires both support and challenge, balancing the wellbeing and development of colleagues with the need to maintain high standards, meet organisational commitments and deliver positive outcomes for clients.
The Operations Manager will champion excellent customer service and continuous improvement. They will ensure that services are organised around the needs of the people who use them, making the best possible use of our resources and providing accessible routes to advice across different locations and channels. They will promote a culture in which quality, client experience, equality, diversity and inclusion are central to everyday decision-making. By listening to clients, understanding emerging needs and using performance information and feedback, they will identify opportunities to improve services and ensure that CAT continues to deliver advice that makes a meaningful difference to people's lives.
The role will have a strong focus on operational planning, performance management and service development. The Operations Manager will lead the development and delivery of the organisation’s Operational Plan within their area of responsibility, ensuring that strategic priorities are translated into clear objectives, achievable actions and measurable outcomes. They will support Service Managers to plan effectively, manage resources, monitor performance and address challenges, ensuring that services meet agreed targets, contractual requirements and Citizens Advice quality standards.
Working collaboratively across the organisation and with external partners, the Operations Manager will identify opportunities to strengthen existing provision, develop new approaches and improve the way services are delivered. They will encourage shared learning and effective partnership working, recognising that collaboration across CAT, the wider Citizens Advice network and other local organisations is essential to reaching people who need support and responding to increasingly complex advice needs.
The postholder will also contribute to building a sustainable organisation that is fit for the future. This will involve understanding the changing social, economic, political and funding environment; identifying risks and opportunities; supporting the development of new services and funding opportunities; and ensuring that resources are used effectively. They will maintain strong, professional relationships with funders and partners, supporting confidence in CAT as a reliable, accountable and trusted organisation.
Ultimately, the Operations Manager will help ensure that CAT combines strong operational management with a clear sense of purpose. They will support an organisation that values its people, delivers excellent services, works collaboratively, learns and adapts, and remains firmly focused on helping people find a way forward.
Key Responsibilities |
Operational Leadership | Work with the Chief Executive and Senior Management Team to support the development and delivery of CAT’s strategic direction, business plan and organisational priorities. Lead the development, implementation and monitoring of the Operational Plan within areas of responsibility, translating strategic objectives into clear actions, responsibilities, timescales and measurable outcomes. Review progress against agreed objectives, identify risks or barriers to delivery and take appropriate action to keep plans on track. Monitor developments in legislation, public policy, the economy, local communities and the advice sector to identify emerging needs and opportunities for service development Promote continuous improvement, innovation and shared learning across the organisation.
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Governance, Quality and Organisational Compliance | Provide reports and updates to the Chief Executive, Senior Management Team and Trustee Board on operational performance, progress against plans, staffing and relevant risks. Prepare and present staffing reports to the HR and Equalities sub-group as required. Support the organisation’s compliance with Citizens Advice membership requirements, relevant legislation, funding agreements and internal policies. Contribute to the organisational risk register and ensure that operational risks are identified, monitored and appropriately managed. Monitor and address complaints within areas of responsibility in accordance with CAT and Citizens Advice procedures, using learning to improve services. Ensure that health and safety responsibilities are understood and appropriately managed across relevant services and locations. Attend Trustee Board meetings, the Annual General Meeting and other governance meetings as required.
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Service Delivery and Performance | Lead and support the Service Manager team to deliver high-quality, accessible and responsive advice services across CAT’s locations, projects and channels. Ensure services meet agreed performance indicators, contractual commitments, Citizens Advice standards and funder requirements. Develop consistent approaches to service management, client experience, case recording, supervision, follow-up and quality assurance Use performance information, client feedback and service insights to evaluate effectiveness, identify gaps and improve outcomes. Ensure services are appropriately staffed, managed, equipped and resourced, making effective use of available capacity and budgets. Promote accessible, inclusive and client-centred services that respond to the needs of diverse communities and people experiencing disadvantage. Encourage the development of effective client journeys across CAT and with external providers, reducing barriers to advice and avoiding unnecessary duplication.
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Organisation Sustainability and Development | Work with the Chief Executive and Senior Management Team to strengthen CAT’s financial and operational sustainability and its ability to respond to future advice needs. Identify opportunities for service development, partnership working and funding that align with CAT’s purpose, strategic priorities and funding criteria. Contribute to funding applications, service proposals and the development of new projects and initiatives. Maintain effective relationships with funders, monitor contractual commitments and ensure timely, accurate and high-quality reporting. Support the negotiation and review of grants and service agreements with the Chief Executive. Ensure that risks, resource pressures and opportunities are identified early and communicated appropriately. Promote efficient ways of working, ensuring that staffing, systems, technology and other resources are used effectively.
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People Leadership and Management | Lead, motivate and develop the Service Manager team, establishing clear expectations, supporting professional growth and encouraging accountability. Create a positive, inclusive and productive working environment in which staff and volunteers feel valued, respected and able to perform at their best. Support managers to lead their own teams effectively, including recruitment, induction, supervision, appraisal, performance management and staff development. Address conflict, conduct, capability and performance concerns promptly, fairly and constructively, seeking appropriate advice and support where necessary. Promote open communication, effective teamwork, staff wellbeing and a culture of dignity, respect and equality. Identify learning and development needs and ensure appropriate opportunities are available to strengthen individual and organisational capability. Lead regular management meetings and contribute actively to Senior Management Team and wider staff discussions. Support the consistent application of organisational policies, procedures, values and expected standards of behaviour.
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Partnership Working, Representation and Influence | Build positive and mutually supportive relationships with local and regional partners, statutory services, voluntary organisations and other advice providers. Work collaboratively with other Citizens Advice offices and the wider Citizens Advice network to share learning, develop services and strengthen collective impact. Contribute to effective relationships with local authorities, elected representatives, public services, funders and other relevant stakeholders. Represent CAT at meetings, partnership forums and other events as appropriate, promoting the organisation’s work, values and impact.
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General responsibilities | Uphold the aims, principles, values and policies of Citizens Advice, including its commitment to equality, diversity, inclusion and accessible services. Maintain confidentiality and comply with data protection, safeguarding, health and safety and other relevant organisational requirements. Promote CAT as a professional, trusted and accountable organisation. Undertake other duties appropriate to the level and purpose of the role to support the effective delivery and development of the organisation.
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Person Specification | Essential/Desirable |
Skills | Ability to translate strategic priorities into operational plans, implement them effectively and monitor progress against agreed objectives. |
E |
Ability to lead, motivate and develop managers and teams, creating a positive, inclusive and productive working environment. |
E |
Ability to manage people effectively, including addressing conflict, handling difficult conversations and dealing with performance concerns fairly and constructively. |
E |
Ability to manage service delivery across multiple locations, projects and channels. |
E |
Ability to prioritise competing demands, delegate effectively, solve problems and make sound day-to-day operational decisions. |
E |
Excellent communication and interpersonal skills, including the ability to build trust, influence others and develop effective working relationships with staff, funders, partners and other stakeholders. |
E |
Ability to interpret complex information, analyse performance and produce clear, accurate written reports. |
E |
Ability to to identify opportunities for improvement, respond positively to change and support the development of new services and approaches. |
E |
Commitment to learning, professional development and continuous improvement. | E |
Ability to communicate in Welsh both verbally and in writing | D |
Knowledge and Understanding | Understanding of equality, diversity and inclusion, and their application to service delivery, recruitment, people management and organisational development. |
E |
Understanding of the voluntary sector and the strategic, political and policy environment in which advice services operate. |
E |
Understanding of effective operational management, performance monitoring and service improvement. |
E |
Understanding of good practice in staff management, supervision, appraisal and development. |
E |
Understanding of Citizens Advice aims, principles, values and membership requirements. |
D |
Knowledge of social welfare advice services and the legislative and policy environment affecting clients. |
D |
Understanding of local and national government and the administration of public and legal services. |
D |
Understanding of governance, organisational compliance, risk management and policy frameworks. |
D |
Experience | Demonstrable experience of managing people, supporting team development and maintaining a positive working environment. |
E |
Experience of project management and delivering services or initiatives against agreed objectives and timescales. |
E |
Experience of working to quality standards and monitoring performance against targets or service commitments. |
E |
Experience of managing competing priorities, resources and operational challenges. |
E |
Experience of working collaboratively with internal teams and external stakeholders to achieve shared objectives. |
E |
Experience of managing advice quality within a social welfare law or advice service setting. |
D |
Experience of writing successful funding applications, fundraising or developing services. |
D |
Experience of organisational change management and service transformation. |
D |
Experience of working within the voluntary sector or a similar public-facing service environment. |
D |
Experience of reporting to trustees, governance committees or funding bodies. | D |