Operation Manager Jobs in Greater London

Department: People Team
Location: hybrid – minimum of 1 day per week in our Aldgate, London office
Hours of work: 37.5 hours
Contract: Permanent, full time
Salary: £48,000 – £50,000 per annum
Closing date: Wednesday 22nd January at 11.59pm

Benefits:

• enhanced maternity, paternity and adoption leave, and shared parental pay
• family-friendly policies
• 8% employer pension contribution (Aviva) or opportunity to continue NHS pension
• free health cashback plan (Medicash): employee cover plus up to four dependent children
• 24/7 virtual GP access (UK registered), plus access to Best Doctors
• free, confidential employee assistance programme (Medicash)
• access to a wellbeing appflexible working options including hybrid working, flexible working patterns such as part-time, compressed hours, and more*
• learning and development opportunities including bespoke training and access to LinkedIn Learning)
• commitment to employee health and wellbeing. We have a Menopause Friendly accreditation and are a Disability Confident employer

As Reward and Benefits Manager in the People Operations team, you will be the subject matter expert on all aspects of employee reward, ensuring Dementia UK has effective, fair and transparent pay practices, and a benefits package that sets us apart.

Working closely with the People and Finance teams, you will lead the end-to-end payroll process, ensuring accurate, timely, and compliant monthly processing for a headcount of circa 300 staff. You will manage all employee benefits for the charity, liaising with suppliers, negotiating favourable terms, and proposing updates and improvements. Additionally, you’ll provide training and support to the People team to enhance their knowledge of reward practices, and will ensure our pay and benefits offering is effectively communicated across the charity.

As our pensions expert, you’ll ensure compliance with relevant regulations across the Dementia UK Aviva and NHS pension schemes, including auto-enrolment. You will act as the main point of contact between the charity and our pension and payroll providers, fostering strong, productive relationships. You will also lead the annual pay review process, conducting market research, analysing relevant data, and recommending an organisational approach. With expertise in job evaluation, you will perform evaluations and advise on role design to ensure a consistent approach is applied.

To succeed in this role, you will bring experience in managing payroll and pensions administration, along with a strong understanding of best practices in staff reward and benefits. You will have worked within a UK HR department and possess a solid knowledge of UK employment legislation relating to employment, reward, pensions, payroll, and GDPR compliance.

If this sounds like you, join us now and be part of a team dedicated to making a real difference in the lives of those affected by dementia.

Our culture

In addition to a competitive salary and a generous benefits package, we truly value our people. It’s important for us to create a working environment that looks after our workforce to achieve their full potential. You will become part of a diverse and dedicated team who are supported to use and develop their skills. We recognise and value the key role you will play in delivering our strategic plans for the benefit of those living with dementia.

Our staff have a voice. Representatives from different roles and levels across the organisation positively contribute and lead on our working groups around health and wellbeing, menopause, and equity, diversity and inclusion.

Dementia UK is proud to welcome everyone, we aim for a truly inclusive culture with talented, diverse teams that represent a variety of backgrounds, perspectives, and skills. We celebrate difference and individuality and encourage everyone to join us and be their whole selves always.

Dementia UK is a Disability Confident Employer. If you’d like support to make an application, contact the recruitment team.

By applying to join Dementia UK, you acknowledge that in the event you are successful for the role, any offer and your ongoing employment will be conditional on you having or obtaining the right to work in the UK.

*Please note that any decision on flexible working is based on business needs

Regional Safeguarding Manager (South East)

The Methodist Church in Great Britain is committed to ensuring its churches are safe spaces for all. We work hard to ensure compliance with legal requirements, develop good practice, provide effective training and give professional advice on individual cases.  We have an exciting opportunity to join our new safeguarding service and take forward this work supporting Methodist churches and work. The post holder will work alongside the Director for Safeguarding in some strategic duties, and will line manage a regional team of Safeguarding Officers who will carry specific responsibility for individual cases and risk assessments, training and advise to churches. The post predominantly covers the districts in the South East and will involve regular travel.
 

The successful candidate will hold a relevant professional qualification and extensive relevant experience and expertise in child and/or adult protection.

For more information about us visit the Safeguarding section of our website. 

Our Culture, Values and Benefits

Thank you for considering joining our inclusive and welcoming team that strives for excellence and values employee wellbeing.

We value and support all those who join our team through a positive work-life balance augmented by generous annual leave (plus an extra 3 days over Christmas/New Year), annualised hours and a Wellbeing Adviser service. We offer a generous occupational pension scheme, where the Methodist Church will pay double the employee contribution up to a maximum of 16% employer contribution.

The Methodist Church is an inclusive and supportive employer. We are actively committed to encouraging applications from people of all backgrounds. We welcome applications from people of Black, Asian and other Minority Ethnic groups. We also welcome applications from people living with disabilities. 

If you require reasonable adjustments to made at any stage of the recruitment process, please contact our HR Team. Contact details available on our website 

Click Apply to be redirected to our website to complete an application form. 

Closing Date: 20 January 2025

Interviews: 6 February 2025 at Methodist Church House, London

N.B We reserve the right to close this vacancy early should we receive sufficient applications. 

Permanent, Full Time

Circa £45,000 plus competitive benefits

Do you want to make a difference?

The RAF Benevolent Fund is the leading welfare charity for the RAF. Every year we make a real difference to over 40,000 people who benefit from our services. Working at the Fund is more than sitting at your desk ad in this role you will have the opportunity to be part of our RAF Family.  Alongside helping our beneficiaries, we also get to hang out with Spitfires and Typhoons, take part in a Dambusters bike ride, attend events like Royal Ascot, the Chelsea Flower Show, and the Bomber Command Memorial Service. Every day you will make a difference and play your part in changing the lives of others and helping people in the RAF Family get through the toughest of times.

It doesn’t matter how long someone served or when. If they were part of the RAF, they and their family are part of our RAF Family. We will always be here to support them when they need it most.

Join the RAF Family and play your part in making a difference.

Do you want to play a part in what we do?

People are at the heart of what we do. Together we:

· Help reduce social isolation and loneliness among veterans. 

· We support ill or injured men and women to have a safe place to call home, a home that meets their specific needs.

· We fund youth services on stations to provide clubs and activities for the children of serving personnel who move every few years.

· We provide grants to help with the cost of living. But this is just a few of the ways we help.

We are looking for a candidate to lead, manage and set appropriate standards for the Fund’s beneficiary journey. Specifically, they will provide direction and leadership to the Fund’s Single Point of Contact helplines and Application Coordinators to ensure the best possible beneficiary experience is delivered.

The role is based in our London HQ, with a minimum of three days working in the office per week. The successful candidate for this role will need to prove they have the right to work in the UK.

To apply, please click on this link and send your CV, together with a cover letter detailing why you believe you are suitable for this role, providing examples of how you meet the job profile when you apply through our recruitment portal.

The closing date for applications is Wednesday 22nd January 2025, 5.00pm.  Please note interviews will take place the following week.

A copy of the Fund’s Candidate Privacy Notice can be found on our website. As an equal opportunities employer, the Royal Air Force Benevolent Fund is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the Fund.

 

The Royal Air Force Benevolent Fund is a Registered Charity (No. 1081009).

Do you have experience mapping complex supporter journeys, and working with insight and data to identify gaps and opportunities?

Have you managed complex projects that are all about improving the supporter experience? 

Can you motivate and support a team to deliver their best work for people living with Parkinson’s?

If yes, then please consider joining us as our Supporter Journeys Manager! You’ll be part of a team of 20 supporter experience professionals and you will lead the excellent Parkinson’s UK Supporter Journeys team to continue our ambitious drive to transform supporter engagement. 

About the role

We’re working to build and grow a powerful movement of people to transform the experience of people living with Parkinson’s. A big part of how we will do that is by engaging and mobilising our existing supporters through a wide variety of channels to take additional actions in support of Parkinson’s UK 

You’ll be instrumental in devising and delivering the strategic plans to achieve our ambitions for supporter engagement, as well as leading the teams responsible for delivering email and supporter journeys across the organisation.

What you’ll bring

• Significant experience of supporter engagement in the commercial  or not-for-profit sectors 
• Demonstrable experience of designing and delivering complex cross channel supporter journeys or communications plans 
• Experience of using insight and analysis to inform supporter comms mapping, planning and delivery
• An understanding of audience-first principles and planning 

This is an exciting time for Parkinson’s UK and we would love you to join us!

Please apply by sending us your CV, together with a detailed supporting statement which will fully demonstrate how you meet all the criteria of the role, as stated in the "What you'll bring" section of the job description.

Interviews for this role will be held in person on the 29th January 2025.

We are committed to working with the principles of fairness and equality. All of our applications are anonymous until the interview stage, and we welcome applications from people from all sections of the community, irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We actively encourage people with Parkinson's to apply.

Anyone can get Parkinson’s. It’s vital that the people who work for Parkinson’s UK are representative of our diverse community. We actively encourage people from all sections of the community to apply, regardless of race, ethnicity, gender identity, age, disability, sexual orientation, or religion.

We want a world where no one dies from hunger. Life-threatening hunger is predictable, preventable and treatable. Join Action Against Hunger and together we will stop it in its tracks.

Action Against Hunger is an optimistic, inspiring place to work. We want passionate and dedicated people to help build a better world. We’re a creative team made up of people with a wide range of talents, styles and expertise. But we are united in our relentless dedication to end world hunger.  No challenge is too big. With you we can do it.  Join us.

The Operations Department at Action Against Hunger UK aims to make sure that evidence – whether we create it or gather it from others – leads to a more effective humanitarian and nutrition sector.

The department has a mission: to put the power of information and knowledge into the hands of those who can use it. To achieve this, the department focuses on three key areas of work: 1) information and knowledge management; 2) innovative research and action and 3) programme design and funding. By delivering technical assistance across these three areas to the Action Against Hunger international network and a series of external partners, we are helping to create and deliver more exciting and more impactful humanitarian interventions.

This is a key role in our Operations department. You’ll provide financial, administrative and coordination support so we can play a key role in ending hunger.  You’ll support business development, identify funding opportunities, monitor grants and contracts, track our finances, and spot areas for improvement in everything we do – with the independence to make those changes.

You’ll also engage with other teams within Action Against Hunger UK (e.g. finance,) and Action Against Hunger’s International teams (country level, HQs) as relevant.  You’ll have ad hoc, as required, line management responsibilities. Currently this includes managing a Support Co-ordinator (.5FTE) for at least until March 2025. The Senior Coordinator will focus more towards overarching management support within the department, but will also extend to day to day administration tasks (raising invoices, timesheets, etc.) For more detailed information on the role, please download the attached pdf Job Description.

Closing Date: 23 January 2025 at 23:30. Interview Date: 31 January 2025

Please read the following carefully before making your application:

• Then all you need to do is send your CV and write a covering letter explaining why you want the job and how your skills and experience make you the right person for the role. Please specify in the application which role you are applying for.
• For further information on pay and employee benefits please visit our careers page on our website
• As a UK based position, candidates must have the right to work in the UK
• We welcome applications from all sections of the community and we encourage as broad a range of candidates as possible. If you need any additional support to help you through this process, please let us know (contact details in the job pack)
• Due to the high volume of applications, we receive, we will only contact shortlisted candidates, within two weeks of the closing date Unfortunately, we cannot provide individual feedback
• If you experience any technical difficulties in submitting your application, please contact the charityjob helpdesk.

About The Role

We’re looking for a passionate and results-driven New Business Manager to join our dynamic team. In this role, you’ll play a key part in driving long-term corporate partnerships with high-profile brands and national companies, helping to secure sustainable income and valuable opportunities for the Royal British Legion. With a focus on strategic thinking and relationship building, you’ll identify new business opportunities, deliver compelling pitches, and secure partnerships that align with our values and mission.

Come and be part of the leading Armed Forces charity, making a difference to the lives of those who have served to keep us safe and protect our way of life.

Working closely with the Senior New Business Manager, you’ll contribute to shaping and implementing our new business strategy while playing a vital role in achieving our ambitious income targets. From conducting thorough research on potential partners to managing a robust pipeline of opportunities, you’ll bring creativity and tenacity to every stage of the process. Your role will also include creating high-quality proposals, leading negotiations, and ensuring a smooth transition of new partners to the account management team.

Collaboration will be central to your success. You’ll work alongside colleagues across departments, including Legal, Marketing, and Operations, ensuring compliance and alignment with our objectives. You’ll also build strong relationships with senior decision-makers in the corporate world, serving as an ambassador for the RBL and maintaining a high external profile. Your experience in securing high-value partnerships, negotiating complex agreements, and managing budgets will be crucial in achieving our goals.

If you’re a strategic thinker with exceptional communication skills, a proven track record in corporate partnerships, and a passion for making a difference, this is the opportunity for you. Join us in this rewarding role and help drive meaningful partnerships that support our vital work.

Here at RBL, we aim to support our people and their wellbeing, with a package including generous paid holiday allowance and pension scheme contributions, and a range of optional benefits and discounts.

You will be contracted to our London Hub, Haig House. Under our Future Working framework, there will be some flexibility for working remotely/at home, using our collaboration tools to work with colleagues, but with a minimum expectation of two days/week connecting directly face-to-face with colleagues at the hub.  

For more detailed information about the role, please see our Vacancy Information Pack attached to our direct advert.

RBL is committed to creating a diverse and inclusive organisation, reflecting the diversity of the armed forces community and of wider society. We welcome applications from people of all backgrounds and personal characteristics.

We may close this vacancy early if we believe we have enough strong applications to be able to successfully fill the role(s). Interested candidates are encouraged to apply as soon as possible.

If you require the job advert or job description in an alternative format, please contact 0808 802 8080.

Are you driven by community impact and passionate about tackling the food poverty crisis? Harris Hill is thrilled to be partnering up with a community-led food poverty charity in their search for a new Operations Coordinator, working either 4 or 5 days a week, in a permanent role, based in London.

I’m looking for a dynamic and remarkably organised Operations Coordinator to support the newly appointed Operations & Programmes Director. You will help run all operational aspects of the organisation working alongside their community programmes coordinator for the benefit of the whole team. This role is integral in ensuring smooth day-to-day functioning and providing the Director with the support needed to focus on strategic goals.

 

Your skillset:

· Experience in operations, programme coordination, or a similar role.

· Self-starter with a genuine “can-do attitude”

· Strong organisational skills and attention to detail.

· Proactive attitude, with a sense of initiative

· Remains calm and positive under pressure

· Flexible availability on site depending on schedule/team requirements

· Passionate about creating order and driving efficiency

This is a very exciting time to join the growing social enterprise, you will join an amazing team and feel like part of something special in a hands-on role, making a tangible impact!

· Location- King’s Cross, London

· Hybrid- 3 days in the office, 2 days from home.

· Salary £28,000- £30,000

· 4 or 5 days a week, permanent.

Applications will be reviewed on a rolling basis, with a firm closing date of 9am Wednesday 15th January.

As leading charity recruitment specialists and a certified B Corp™, Harris Hill is committed to high and ever-improving standards of equitable and inclusive recruitment. We actively welcome applications from all sections of the community regardless of age, disability, gender, race, religion, sexuality and other protected characteristics.

Job Title: Production and Facilities Manager
Location: The Poppy Factory, 20 Petersham Road, Richmond, Surrey TW10 6UR
Full Time: 37.5 hours per week (08:00-16:30, Monday to Friday)
Contract: Permanent
Salary: £48,175 per annum

At The Poppy Factory, we take immense pride in our mission to support veterans and their families, helping them to lead fulfilling lives after service. We are a close-knit team united by our shared values of Adaptability, Collaboration, Empowerment and Sense of Purpose. We are looking for a Production and Facilities Manager who embodies these values, someone who is committed to excellence, teamwork, and making a meaningful difference.

The Role:

As the Production and Facilities Manager, you will be at the heart of our operations, ensuring that our annual order for the Royal British Legion's Poppy Appeal is fulfilled to the highest standards. You will also oversee Health & Safety and Facilities management for the organisation, our premises, and office tenants.

Responsibilities will include:

• Overseeing all aspects of the production process, ensuring products are delivered on time and to quality standards.

• Leading and developing a production team of 17 staff, managing staff performance, and offering support, coaching, and mentoring to help everyone reach their full potential.

• Taking the lead on health and safety for the factory, visitor centre, and commercial properties.
• Overseeing facilities maintenance, ensuring that all buildings and systems (fire safety, ventilation, heating) are regularly tested and compliant.

• Coordinating work experience schemes, corporate volunteering, and other initiatives that engage the wider community in supporting veterans.

Who We’re Looking For:

We are looking for someone who has a deep sense of responsibility and pride in their work, someone who thrives in a fast-paced environment and values the opportunity to make a real impact. You’ll be a natural leader who can inspire a team, and you will have experience in managing production operations, facilities, and health and safety.

Key Skills and Experience:

• Experience: Proven experience in a management role in a manufacturing or operations environment. Experience of staff management, production scheduling, and liaising with external contractors is key.
• Leadership: Strong leadership skills with a hands-on approach to staff development and performance management.
• Health & Safety: Knowledge of health and safety regulations and practical experience implementing safe working practices.
• Facilities Management: Experience in overseeing building maintenance and managing service contracts.
• Values: A strong commitment to diversity, equality, and inclusion, with an understanding of the challenges faced by veterans and people with disabilities.
• Communication: Clear, concise communication skills, with the ability to work collaboratively with internal teams, external contractors, and stakeholders.

Desirable:

• A qualification in Health & Safety (e.g., NEBOSH) or equivalent.
• Experience in project management or operations/logistics management.
• Knowledge of mental health issues, safeguarding, and first aid training.

Why Work at The Poppy Factory?

Joining The Poppy Factory is more than just a job. You will be part of an inspiring and passionate team that provides meaningful work that directly supports veterans and their families. We are committed to creating an inclusive and supportive workplace that values each individual’s contribution and well-being.

The Poppy Factory aims to be an exemplar employer. We offer competitive terms and conditions of employment, including:

• 28 days’ basic annual leave per year (including a day in lieu of Armistice Day, and 3 days’ Christmas closure), rising to 32 days with long service, plus bank holidays
• Double-matched pension contributions up to 10% employer contribution

How to apply

To apply for this position please send your CV and a covering letter clearly outlining how you meet the essential criteria in the person specification as set out in the candidate pack and submit via the online application process. Please address your covering letter to Jeff Short, Director of Production & Estate.

The closing date for applications will be 19 January 2025. Please note, we are unable to accept late or incomplete applications.

Equality, Diversity and Inclusion

We are committed to equality, valuing diversity and promoting inclusion within our workforce, including the volunteers who give their time to us.  We work to maintain an environment where the needs and aspirations of all employees are met, irrespective of characteristics protected under the legislative framework of the Equality Act 2010. We expect everyone to understand and accept their personal responsibility to recognise and value differences and the unique contributions that people make to the way we deliver our work. As an equal opportunities employer our commitment is to take positive measures to recruit people from underrepresented groups, and we actively encourage applicants from diverse backgrounds.

As a Disability Confident employer, we offer a guaranteed interview for any job applicant with a disability who meets the essential criteria for the role. Please indicate in your covering letter if you wish to be considered under this scheme. We are also happy to discuss reasonable adjustments to the application or interview process to accommodate disabled candidates. 

Additionally, we offer a guaranteed interview to veterans of the UK armed forces or members of the Reservist forces who meet the essential role criteria. Please make it clear in your application if you wish to be considered on this basis. Please note, to be eligible for consideration under this scheme your application must demonstrate that you meet the essential role criteria as set out in the person specification.

Location: London, Farringdon / Hybrid
Salary: £34,285 per annum (£50,000 FTE)
Contract: Permanent
Hours: Part-time

Do you imagine yourself playing a role in proving great HR operations and support for a leading LGBTQ+ rights organisation?  Do you want to use your skills and experience to support our colleagues and volunteers to thrive at work?  If this is you, then apply to join us as HR Manager. 

This is a part time position comprising of 24 hours per week. 
 
Stonewall is a human rights charity. We stand for lesbian, gay, bi, trans, queer, questioning and ace (LGBTQ+) people everywhere. We imagine a world where all LGBTQ+ people are free to be themselves and we can live our lives to the full. 

Over the last 30 years, we have helped create transformative change in the lives of LGBTQ+ people in the UK. Our campaigns drive positive change in public attitudes and public policy. We ensure LGBTQ+ people can thrive throughout our lives by building deep, sustained change programmes with the institutions that have the biggest impact on us, whether we're learning, working, praying or playing sport.
 
As our HR Manager, you would be a key part of a team of driven, passionate people who are working together to deliver our Free to Be Strategy. For this role we are looking for someone with a deep knowledge and experience of all aspects of HR and a passion for effective process.  You will provide proactive, professional HR support that will inspire and support managers and help their teams realise their potential. You'll be a flexible, pragmatic HR generalist who knows how to balance good practice and policy with the needs of our people.
 
Our people make up a vibrant, dynamic community. Lots of our staff have a personal investment in the work we do, and we come from a wide range of backgrounds. We're proud of this diversity, and of our support for one another – in our teams, our network groups, and our friendships

You may also have experience in the following: HR Advisor, HR Generalist, Human Resources Manager, People Manager, People Operations Manager, Talent Manager, Employee Relations Specialist, Recruitment Manager, HR Consultant, HR Officer, HR Business Partner, HR Coordinator, Personnel Manager, Organisational Development Manager, HR Specialist, Workforce Manager, etc.

REF-218 821

Join Toynbee Hall as our Advice Manager (Mental Health Crisis Breathing Space) and lead a pioneering service that provides critical financial support to individuals in mental health crisis. This is a unique opportunity to shape the delivery of a highly specialised debt advice service that sits at the intersection of financial and mental health support.

 As the Advice Manager, you will:

• Oversee the day-to-day operations of the MHCBS service, ensuring smooth delivery and compliance with FCA regulations.
• Lead and manage a dedicated team of Debt Advisors and a Mental Health Practitioner.
• Work closely with Approved Mental Health Professionals (AMHPs) and referral partners to ensure eligible clients receive tailored financial support during crisis treatment and beyond.
• Conduct quality assurance processes, including case file reviews and audits, to ensure high standards of advice delivery.
• Collaborate with the Training and Wellbeing Manager to support staff development and wellbeing.

What we’re looking for:

• A Certificate in Money Advice Practice (CertMAP) from the IMA (or equivalent).
• Proven experience in team management, quality assurance, and service delivery in the debt advice sector.
• Excellent interpersonal skills and a strong understanding of issues affecting clients in mental health crisis.

This role is ideal for a skilled manager with a passion for combining financial expertise with mental

Scope of role

The Advice Manager (Mental Health Capacity Breathing Space) will oversee the delivery and effective management of the Mental Health Crisis Breathing Space (MHCBS) service, ensuring it operates smoothly and meets the required standards and compliance. This role involves guiding the MHCBS team, setting clear objectives, conducting eligibility checks, and auditing the quality of advice and casework to ensure compliance with internal and external guidelines. The Team Leader will work closely with mental health professionals and external partners to coordinate client referrals and manage the ongoing support provided to clients throughout their crisis treatment and beyond.

Key Responsibilities

Service Delivery Management: Oversee the day-to-day operations of the Mental Health Capacity Breathing Space (MHCBS) service, ensuring it runs smoothly and effectively, meeting all internal and external standards, and ensuring uninterrupted service delivery.

Team Leadership and Line Management: Lead, manage, and support the MHCBS Debt Advisors, ensuring they are well-equipped to deliver high-quality, compliant debt advice. Conduct regular supervisions, Case File Reviews (CFRs), and Observations to monitor performance and provide guidance.

Referral and Eligibility Management: Manage the process of client referrals from Approved Mental Health Professionals (AMHPs) and other partners. Ensure all referred clients meet the eligibility criteria for the MHCBS service, working closely with mental health professionals to facilitate smooth transitions into the service.

Quality Assurance and Compliance: Ensure that all advice provided through the MHCBS service meets internal quality standards, funder requirements, and complies with regulatory frameworks such as the FCA guidelines. Conduct regular audits of casework and contribute to maintaining high-quality service provision.

Collaboration with Training and Wellbeing Manager: Work in collaboration with the Training and Wellbeing Manager to identify the training needs of MHCBS Debt Advisors, ensuring they receive the necessary support and development opportunities to maintain service quality and staff wellbeing.

Client Support and Engagement: Oversee the delivery of ongoing support to clients throughout their mental health crisis treatment and beyond, ensuring they are equipped with the tools and advice to stabilise their finances and work towards long-term debt solutions.

Partnership and Stakeholder Engagement: Collaborate with external partners, including mental health services, referral organisations, and internal teams, to ensure that clients’ financial and mental health needs are addressed holistically. Maintain strong working relationships with all stakeholders to enhance service delivery.

Please download the full Job Description for more details.

About Toynbee Hall

Based in the East End of London since 1884, Toynbee Hall is a charity working alongside people facing poverty, injustice, and inequality to build a fairer East London. We provide vital advice and support, working in partnership to tackle unfairness and ensure everyone has an equal chance to thrive.

We have recently launched a new strategic plan which reinforces that our purpose is to build a fairer future with an end to poverty, injustice and inequality.

We work towards this by:

• Addressing poverty and injustice through advice and support and influencing systemic change.
• Shifting power to people and communities affected by injustice and inequality.
• Collaborating to end poverty and build fairer systems and institutions. What we want to see in the world starts with our community and our organisation.

This means:

• Working together to build a thriving local community where people have the resources they need, feel their voices are heard and are optimistic about the future.
• Being a good employer, where people are treated fairly, feel engaged and empowered, and work together to achieve our shared vision.
• Acknowledging the role Toynbee Hall has historically played in civic society while recognising that our role now is to shift power, to be an effective partner, and to amplify voices that are less likely to be heard.

What we learn from our work in east London we use to inform and influence wider policy – working to influence change in structures, systems and policies.

We are seeking an enthusiastic Volunteer Manager to join our small, collaborative team. You will be a proactive, organised individual with experience of working with volunteers and a talent for building strong relationships. This role is ideal for someone who thrives on variety and is committed to enhancing the experience and contributions of volunteers. 

As Volunteer Manager, you will oversee all aspects of volunteer management, including recruitment, training, development of new volunteer projects, and ongoing support. You will be willing to develop and deliver training programmes yourself where needed and identify and support volunteers to take on roles such as trainers and facilitators. A key focus will be ensuring volunteers are well-prepared and integrated into ADCH activities. 

As part of a small team, you will need to be hands-on and flexible, taking on a variety of tasks and supporting organisational events and projects. With occasional travel and overnight stays required, this role suits someone adaptable, resourceful, and ready to make a meaningful impact. 

If you are an innovative and driven individual ready to embrace this challenging and rewarding role, we’d love to hear from you! 

This is a 12-month fixed-term position, with the potential for extension subject to securing further funding.

Closing Date: Monday, 13th January 2025, 5pm. 

Interviews: Tuesday 21 January 2025 at Birmingham Dogs Home, Solihull.  

If you do not hear from us within 5 days of the closing date, please assume you were unsuccessful on this occasion. Please note that we reserve the right to close this post early, should we receive a high volume of applications. 

Further details about the role, including key responsibilities and criteria, can be found in the job description within our recruitment pack. Please ensure you review the pack carefully before beginning your application. 

This role is made possible thanks to support from Pets Foundation 

BACKGROUND
Over the past 90 years, the International Rescue Committee (IRC) has developed unparalleled expertise in responding to emergencies and helping uprooted communities to rebuild. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees experiencing war or disaster. The IRC is on the ground in more than 50 countries, providing emergency relief, relocating refugees and rebuilding lives in the wake of disaster.

The IRC is committed to a culture of bold leadership, innovation in all aspects of our work, creative partnerships and, most crucially, accountability to those we serve. The IRC is a tireless advocate for the most vulnerable.

IRC UK
IRC UK is part of the IRC global network, which has its global headquarters in New York. Our team in the UK works to raise profile, deliver policy and practice change, and increase funding to help restore health, safety, education, economic wellbeing and power to people devastated by conflict and disaster. Since 2021, IRC UK has also provided integration services directly to refugees in England; a programme that is rapidly growing.

In Europe, the IRC also has offices in Berlin, Bonn, Brussels, Geneva and Stockholm.

Job Overview

The Purpose of the Role

The Mass Market team’s mission is to inspire the UK public to financially support the IRC in order to help people impacted by conflict and disaster. Having significantly grown the individual giving programme in recent years, we are now looking for an experienced Supporter Care Manager to take our Supporter Services programme to the next level.

The main focus of this new role is to develop and professionalise our Supporter Services programme, ensuring our supporters have a first-class experience, and that they develop a positive and lasting relationship with the IRC. Working in partnership with the fundraising, gift processing and CRM teams, and overseeing our external call centre, the post-holder will shape the strategy in line with the projected growth of the fundraising programme. Due to the size of the programme, the role will be responsible for service delivery, and there will be opportunity to grow the team in line with the growth of the programme in future years.

Team Chart 

KEY ACCOUNTABILITIES

 

1. Strategy and planning (30%)

· Work with the Director, Mass Markets UK to create and implement a donor-centric Supporter Care strategy and priorities as part of the wider Mass Markets strategy

· Manage 3rd party inbound call centre relationship and contracts, including leading on procurement of new services, ensuring all work carried out is to a high standard and represents value for money

· Lead annual, quarterly and monthly planning process, defining key deliverables and initiatives that advance the Supporter Care programme, ensuring all activities support the aims of the departmental strategy

· Collaborate with global Supporter Care team members to share best practice, new initiatives and contribute to global projects

· Manage and plan internal and external resource during in peak times, e.g. Year End and emergency appeals 

· Work closely with the Mass Market teams to increase connection across the department, contribute to cross-departmental planning with the ultimate aim of developing a seamless progression for new donors and prospects into further cultivation 

· Feed into fundraising planning by providing insight, feedback and themes from supporter communications

· Identify and brief support requirements with internal and external stakeholders in order to ensure the smooth running and enhancement of operations

· Create and manage the Supporter Services expenditure budget and reforecasts

 

2. Programme delivery (50%)

· Provide first-class service to our supporters across telephone, email and post, and across comments on our social media advertising and inboxes – ensuring you represent IRC appropriately, by responding to all supporter enquiries, actions and complaints in a professional manner and within agreed SLAs

· Manage the third party inbound call centre, ensuring they are briefed on upcoming campaigns and activity and monitoring their output

· Liaise across Acquisition, Retention and Legacy to ensure response handling and supporter enquiries are streamlined during campaign activity, including during emergency appeals with the Disasters Emergency Committee

· Manage supporters who are fundraising on our behalf (community and events) and provide encouragement, fundraising support and assistance across fundraising platforms

· Be the first point of contact for Legacy enquirers, providing initial stewardship and effectively transferring the relationship to Mass Market and Philanthropy teams

· Use agreed letter templates and craft bespoke responses using the supporter care database and FAQs

· Ensure interactions are logged on the CRM in a timely and accurate manner

· Accurately enter or amend supporter data on the CRM

· Ensure our thanking and acknowledgment communications are up to date and engaging

· Fulfil information packs and other items to supporters and legacy enquirers

• Maintain Community and Events fundraising pages on website, ensuring they are up-to-date, relevant and engaging

· Work closely with the gift processing team to ensure gifts, Gift Aid declarations and other relevant actions are processed or amended in a timely manner

3. Compliance and operations (20%)

· Set and manage SLAs across all aspects of the programme, including with external suppliers

· Manage the quality compliance audit with the call centre, including undertaking regular caller listening

· Create and manage a framework to track supporter care performance, including complaints, and provide regular reporting to key colleagues

• Develop and maintain internal and public facing Supporter Care policies and guidelines

· Provide regular training and best practice to public-facing colleagues across IRC UK on handling supporter interactions appropriately  

· Maintain an up-to-date knowledge and foster the development of Supporter Care within IRC by networking within the NGO and private sector to learn and import best practice

· Stay up to date on current legislation, and industry standards and adhere to all relevant regulation including the Fundraising Regulator, Gambling Commission and ICO

· Develop and enhance supporter services procedures and documents, ensuring they are kept up to date, particularly during emergency appeals

 

The above duties are intended to be an outline of the responsibilities for this role and are not an an exhaustive list. You may be expected to undertake other reasonable duties as requested by the Director, Mass Markets and the Mass Markets UK leadership team. This post may involve some national and international travel, overnight stays and very occasional working outside core office hours.

Scope and Authority

Responsibility for Resources: expenditure budget associated with supporter care costs and third party contractors. There is no income expectation for this role.

Key Working Relationships

· Director, Mass Markets UK

· Acquisition team

· Retention team

· Global Supporter Experience

· Supporter Care equivalents in other IRC geographies

· Gift Processing

· Finance

· Data and Analytics

· Comms, Digital Engagement and Creative Studio

· Martech Systems & Platforms

 

PERSON SPECIFICATION

Essential Knowledge and Experience:

· Experience leading or managing a supporter (or customer) care programme and strategy

· Experience interacting with supporters or customers in a customer service or customer facing setting

· Excellent written English, with the ability to produce well written, strong communications and reports

· Numerate with confident data interpretation skills

· Excellent organisational skills

· Strong IT skills including Microsoft packages (Word, Excel, PowerPoint and Outlook)

· Experience with a CRM system

Essential skills

· Ability to communicate confidently and effectively with supporters over the phone, email and other channels

· Ability to handle difficult conversations with supporters sensitively and diplomatically, ensuring a professional attitude is shown at all times

· Strong interpersonal skills, with the confidence to engage with supporters and manage relationships with internal and external stakeholders at all levels 

· Driven and proactive with a solutions-based attitude

· Willing to work independently and to take the initiative

· A team player who enjoys working collaboratively and supporting colleagues

Team: Retail

Location: Ealing

Work pattern: 37.5 hours on a rota basis (to include weekends)

Salary: Up to £24,648 per annum + £1812 London Weighting (£26,640 per annum)

Contract: Permanent

We are the UK’s largest cat welfare charity. All over the country, our passionate employees, volunteers and supporters are using their kindness and expertise to make life better for millions of cats and the people who care for them.

Will you join us and make life better for cats?

Responsibilities of our Shop Manager:

• To lead, manage, coach and develop a shop team of employees and volunteers to be the best they can be, maximising shop performance through the safe day-to-day operational management of shop activity
• To take ownership for the delivery of shop income, expenditure and operating profit budgets and other key measures of performance and activity as defined in the Retail Performance framework
• To support the work of Cats Protection, acting as brand ambassador, being a role model for the values and behaviours of the Charity, taking responsibility for shop operations and related people management.

About the retail team:

• Our retail operation consists of over 80 charity shops
• Each of our shops has its own charm and personality due to our dedicated volunteers and colleagues. From vintage jewellery and jigsaws to harps and handbags, whether our customers are looking for that 'must have' item or simply a 'missing piece'.

What we’re looking for in our Shop Manager:

• Demonstrable learning and experience from working in a relevant retail environment
• Previous experience of line managing a team and building a culture to achieve a collective goal
• Experience and/or understanding of working to sales targets and budgets
• Excellent organisational skills including the ability to meet deadlines
• Strong commercial awareness, balanced with an appreciation for the unique needs of the Charity

What we can offer you:

• range of health benefits
• 25 days’ annual leave plus bank holidays, increasing with length of service
• Salary Finance, which empowers you to take control of your financial wellbeing
• and much more, which you can learn about 

Interested? Here’s how to apply:

Application closing date: 13th January 2024

Virtual interview date: TBC

Applications may close before the deadline, so please apply early to avoid disappointment. Please note, applications received after the closing date may not be responded to.

If you’re enthusiastic about this opportunity but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway and demonstrate how your experience is transferrable.  You may be just the right candidate. 

If successful, your recruitment journey will include:

1. Anonymised application form
2. Virtual interview via Microsoft Teams

Please note, the process may change slightly dependent on application numbers. We will inform you of any relevant changes.

Please email [email protected] if you require any adjustments to be made for you to complete your application or to participate in the recruitment journey.

A role with broad scope and offering excellent end-to-end experience, within a highly regarded and successful team.

We are working with a renowned organisation that provides life-saving emergency relief and longer-term medical care to some of the most vulnerable and excluded communities around the world. 

In 2023, the fundraising team raised £79.5M through individual donations and legacies. Key to success has been their meticulous and bespoke approach to stewardship.

As Stewardship Manager, you will work closely with the Head of Philanthropy to develop and deliver a programme for new and existing major donors, ensuring relationship managers have what they need to deliver exceptional donor stewardship. You will also lead on developing donor journeys, thanking strategy, and the creation and delivery of an annual programme of events. This central role has an overview of the organisation's portfolio of major donors in order to successfully deliver these activities.

The Stewardship Manager will manage the Philanthropy Administrator and is responsible for overseeing administration functions that keep the operation of the team running smoothly. 

Ideal skills and experience: 

• Developing and delivering stewardship strategies

• Donor stewardship, journeys, and events planning

• Maximising data to help inform protocol and process

• Line management, either of staff or volunteers

Benefits include: 10% employer pension contribution (after 3-months of continuous employment), 28 days annual leave plus bank holidays

Please get in touch ASAP and by no later than Friday 17th January. A detailed brief will be shared with suitable candidates.