Operations Manager

Role Purpose: 

The core purpose of the Operations Manager role is to ensure that Home-Start Medway is successfully delivering our services to families with children under 5 across Medway. The Operations Manager is part of the Senior Leadership Team, who drive change, lead the team and access, and improve processes across our team of co-ordinators and project staff who run our day-to-day operations. You will work closely with our CEO to deliver the Home-Start Medway strategic plan.

In return, Home-Start Medway offers a dynamic and purposeful workplace, where the work you do will directly positively impact the lives of parents and children across Medway. We offer a generous annual leave allowance, with paid wellbeing days, and a workplace pension scheme. Staff also have access to a High Street discount scheme and discount at a local gym.

Service Delivery Management and Operations

The Operations Manager is responsible for overseeing the team and the systems for receiving referrals and assessing needs of families. You will be able to plan to ensure our Co-ordinators are carrying out their work effectively and be able to review and develop processes to ensure appropriate distribution and allocation of work across teams. You will be responsible for ensuring our Co-ordinators are managing any waiting list in an appropriate, timely manner.

Providing support and line management to all Co-ordinators and project team is an integral part of the Operational Manager role. We would expect you to be able to be a leader in our team and delegate appropriately to support the CEO in building a culture which attracts, retains and motivates a high-quality workforce.

We would expect our Operations Manager to have experience of engaging with service targets and objectives; to be able to demonstrate the important work we do to our funders. Being able to understand and produce meaningful data and contribute to reports.

As the Operations Manager, you would be ensuring that support to families is reviewed at regular intervals and at the end of Home-Start support, in line with current Home-Start guidance. You would also be expected to undertake designated responsibilities to safeguard and be an advocate for promoting children’s welfare.

There will be times that that Operations Manager will be deputising for the Chief Executive Officer as required. As such, you would be expected to support the strategic management, development, and future funding of Home Start Medway.Ensuring team comply with the scheme’s administration, monitoring and financial systems whilst supporting the implementation of all Home-Start policies and procedures on a day-to-day basis.

Managing Volunteers and Partnerships

Volunteers are a key part of what we do at Home-Start Medway, and in the role of Operations Manager, you will be responsible for overseeing and liaising with the Volunteer Co-ordinators to ensure there is a robust and appropriate support package for volunteers including; training, support group meetings and regular supervision.

You will also be contributing to the delivery of the Home-Start preparation course in full and to a high standard to all prospective volunteers. Delivering an engaging and helpful preparation course is key to our volunteer experience. 

Promoting the work of Home Start Medway with other professionals and referrers, for both volunteers and families, is a key skill for the role. Being able to ensure appropriate liaison with referrers and families

Operational Resourcing Management – Buildings, IT, Health, and Safety 

As the Operations Manager, you would have responsibility in the day to day running of the office. This includes; 

·       Maintain and review office systems, developing and implementing new systems when and where appropriate.

·       Ensure all IT systems and technology are utilised and sufficient for the team’s work. Reporting back to the CEO with any IT concerns or requirements. 

·       Ensure database systems and capability are in place to capture, store and analyse data.

·       Ensure the provision of a courteous and professional reception service at all times.

·       Ensure the distribution of workload to the office administrator.

·       Oversee Health and Safety requirements including risk assessments and regular H&S checks. 

HR and People Strategy

As the Operations Manager, you will be overseeing the workforce, which comes with several HR responsibilities. This includes; 

·       Supporting the Home-Start Medway HR function including team training, inductions, development, 121's and appraisals. Contacting HR for support on Performance Management and deliver advice on performance management tools. 

·       Ensure the HR records and systems are maintained, and team records are compliant.

·       Support the team in any safeguarding situations and are appropriately safeguarding trained. 

·       Work with the HR function to maintain all HSM policies and procedures

·       Work with the team to embed new working practices and develop a performance management system based on outcomes. 

The post holder may be required to undertake any other reasonable duties that fall within the nature of the role and responsibilities of the post as detailed above. 

Person Specification

Experience - Essential 

·       Substantial operational and team management experience.

·       Proven experience in engaging, leading, and motivating team and working with team or volunteers who are from a variety of backgrounds.

·       Understanding of the Family Support and/or Children’s Services sector

Knowledge and Education - Desirable

·       Educated to degree level or equivalent. 

·       Commitment to and understanding of equal opportunities, diversity, human rights and their implications for management and organisational development. 

·       Knowledge of legislation and the local systems to safeguard children and adults, including handling confidential and sensitive information.

Skills - Desirable

·       Operational and project management ability to manage and monitor operational plans and project delivery targets. 

·       Strong analytical skills, with good attention to forward planning and achieving strategic objectives combined with proven capacity to manage procedures, including quality assurance.

·       Effective interpersonal skills - to influence and persuade effectively at all levels and build effective partnerships.

·       Effective written ability across a range of documentation. 

·       Evidence of the ability to bring innovative solutions to everyday charity challenges.

·       Excellent computer skills - familiarity with Microsoft packages e.g. Microsoft Office: Word, Excel, Explorer, Teams.

·       Ability to self-direct and self-start, to work well under pressure, and to tight deadlines, whilst maintaining adaptability and an ability to multi-task.

Special Requirements   - Essential

·       Driving license and access to a vehicle 

·       Eligibility to work in the UK. 

·       Enhanced DBS (Disclosure and Barring Service) Clearance