Head of Operations and Service Delivery

The Miscarriage Association is a national charity dedicated to providing support and information to anyone affected by the loss of a baby in pregnancy. We also raise awareness of the impact of loss, advocate for those affected and challenge the taboos that can make miscarriage a lonely as well as distressing experience. 

We do this by offering staffed support services (telephone helpline, live chat, email and DM), a network of peer support groups, a comprehensive website and a range of highly regarded patient leaflets. We also provide training and resources for health professionals and employers, contribute to research and ensure the patient voice is heard by policy and decision-makers. 

We are about to begin a new chapter in our 40-year history, with ambitious plans to ensure our trusted services and support reaches even more people affected by this often-heartbreaking experience.

We are now looking for a Head of Operations and Service Delivery to help us develop and deliver our core support, information and training services in line with our new three-year strategy. Working alongside the CEO, you will contribute to the charity’s strategic vision and plans and help to translate these into operational activity and KPIs.

Managing a staff team of four, you will be responsible for ensuring the expansion and smooth running of our helpline, live chat and other direct contact services, putting in place effective systems to measure the quality and impact of these.

You’ll oversee the volunteers’ strategy and programme and manage and develop our training offer for health professionals and employers, working with the staff team and freelance support to deliver these.

Working alongside the support and communications team, you will also oversee the production and distribution of our highly regarded patient information leaflets, ensuring they are regularly reviewed and updated.

You will also support the CEO in day-to-day operations of the charity: liaising with our IT, telecoms and other suppliers; reviewing and updating, where necessary, HR policies and procedures; looking after day-to-day financial processes; and general risk management.