Services Support & Operations Manager

Location: Fellowship Office (London SE8)

Reports to: Chief Executive

Line Manager: Deputy Chief Executive

Salary: £29,000 pro rata (based on 4 days, £23,200)

Contract Type: Permanent/4 Days a week

Job Purpose:

The Services Support & Operations Manager at the Civil Service Retirement Fellowship (CSRF) will be responsible for overseeing the support functions that facilitate the delivery of charitable services to retired civil servants. This role involves managing administrative processes, coordinating service delivery, and ensuring that all support activities contribute effectively to the organisation's mission of promoting the well-being and social inclusion of retired civil servants.

Key Responsibilities:

Operational Management:

·         Oversee the day-to-day operations of the organisation, ensuring that all administrative and logistical tasks are completed efficiently and to a high standard. This would include processing post, cheques, payments, updating records and emails.

·         Supporting the Deputy Chief Executive with general admin tasks (overseeing her emails, general admin and research when needed).

·         Providing administrative support to Chief Executive on services and general projects for the organisation when needed.

·         Coordinate the scheduling and delivery of services, working closely with senior management to ensure seamless service provision.

·         Develop and maintain standard operating procedures for all support activities, ensuring consistency and quality in service delivery.

Data Management and Reporting:

·         Manage and maintain accurate records of all service activities, including beneficiary data, service outcomes, and volunteer contributions.

·         Produce regular reports for senior management on the performance and impact of support services.

·         Ensure data protection and compliance with relevant regulations, including GDPR.

Volunteer Coordination:

·         Support the recruitment, training, and management of volunteers involved in service delivery.

·         Ensure volunteers have the necessary resources and support to carry out their roles effectively.

·         Assist in the development and implementation of volunteer engagement strategies to enhance volunteer satisfaction and retention.

Stakeholder Liaison:

·         Act as a key point of contact for beneficiaries, volunteers, and other stakeholders, providing information and resolving issues related to service support.

·         Foster strong relationships with internal and external stakeholders, including service users, partners and community organisations.

·         Assist in organising and supporting stakeholder meetings, events, and communication initiatives.

Continuous Improvement:

·         Identify opportunities for improving support services and processes, contributing to the overall effectiveness and efficiency of the organisation.

·         Lead or participate in projects aimed at enhancing the quality and reach of CSRF’s services.

·         Ensure that all support activities are aligned with the organization’s strategic goals and objectives.

Compliance and Risk Management:

·         Ensure that all support services comply with relevant legislation, organisational policies, and best practices.

·         Identify and mitigate risks associated with the delivery of support services, including safeguarding and health and safety concerns.

·         Maintain up-to-date knowledge of relevant regulations and industry standards.

Person Specification:

Essential Qualifications:

·         A minimum of 3-5 years of experience in an operational, administrative, or support management role, preferably within the charitable or public sector.

Essential Skills and Experience:

·         Empathy and understanding of those in later life.

·         Strong organisational and project management skills, with the ability to manage multiple tasks and priorities effectively.

·         Experience in managing support functions, including data management, reporting, and resource coordination.

·         Excellent communication and interpersonal skills, with the ability to work collaboratively with a range of stakeholders.

·         Proficiency in using Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software.

·         Experience in volunteer coordination and support.

Desirable Skills:

·         Experience in the charitable sector, particularly in roles supporting service delivery.

·         Understanding of the needs and challenges faced by retired civil servants.

·         Familiarity with data protection regulations, including GDPR.

Additional Information:

·         The role may require occasional travel and flexibility in working hours.

·         The successful candidate will be required to undergo a DBS check.

Application Process:

Interested candidates should submit a CV and cover letter outlining their suitability for the role to David Tickner, Chief Executive. The closing date for applications is Friday 18th October 2024.