Operations Manager

Hours: 37 hours per week

Salary: £35,399 per annum

Contract: x2 Fixed Term – 31/08/2027. This is a fixed-term contract with the potential to become permanent, subject to the availability of ongoing funding and business requirements.

Location: Sandwell and Walsall

Closing Date: 16th August 2026

Interview Date: 25th August 2026

Job Purpose:

To provide effective leadership and operational management, motivating, inspiring, and supporting staff to achieve high-quality standards and performance targets. The postholder will adopt a flexible management approach to meet the needs of individuals, assess performance, provide constructive feedback, and respond to the changing needs of the service.

The postholder will produce reports, lead meetings, and support the consistent delivery of high-quality services. Based primarily in Sandwell and Walsall, the role will also provide support across the wider service to ensure a coordinated, effective, and consistent approach to service delivery.

Key Responsibilities:

Service Delivery

• Lead a team of staff, supporting them operationally during working hours
• Conduct regular project performance reviews to ensure the service delivery meets key performance indicators (KPIs) set by our funders
• Develop people to ensure they are working at their best, providing quality work and meeting reasonably set targets
• Ensure delivery of agreed level of service and sufficient staff cover by contributing to the forward planning of resources and tasks.
• Ensure that up to date processes and resources are available to the projects.
• Ensure that clients are provided with the correct advice and options, based on the client’s need and CA Sandwell & Walsall resources.
• Monitor the quality of service delivery through observation, client feedback, and 1-1’s
• Hold regular team meetings that focus on driving the quality of service delivery
• Ensure that follow ups are being completed and regularly check team client lists.
• Help develop and maintain standards of service delivery.
• Help with the continuing development of the service by feeding operational ideas to the Executive Management Team
• Ensure that appropriate systems are developed and maintained for case recording, statistics, follow up work and quality control.
• Encourage a cross functional team with a “no silo” mentality.

People Management

• To directly manage a team of staff.
• Ensure that each team member is provided with sufficient training, development and support to allow them to perform effectively in their role.
• Conduct regular one-to-one reviews with Staff.
• Deal with conduct and performance issues, in a timely, consistent and fair manner, in line with the organisation’s policies and procedures.
• Work in line with company policy and alongside other managers to ensure fairness, consistency and equality throughout the organisation.
• Encourage good teamwork and lines of communication between all members of staff

Administration

• Maintain and monitor effective and efficient administration systems.
• Monitor an effective health and safety policy with regard to staff, equipment and premises within statutory requirements.
• Maintain complaints procedures in accordance with NACA guidelines.
• Lead the monitoring and collection of data regarding client outcomes and performance indicators and report on such.

General

• Manage own time and resources
• Attend one to one, service delivery and any other meetings as required.
• Any other duties as agreed with Line Manager, commensurate to the post
• At all times during employment, to comply with the provisions of General Data
• Protection Regulations (GDPR) and with any policy introduced by the Company to comply with the Act

Health and Safety

• Take reasonable care for the Health and Safety of yourself or others persons who may be affected by your acts or omissions.
• Ensure staff teams are meeting health and safety requirements in line with company policy and statutory legislation.
• Cooperate with the Organisation to comply with any safety rule and/or duty or requirement imposed under legislation or relevant Codes of Practice.
• Maintain safe and clean conditions in your working area.
• Work in accordance with information and training provided.

Learning, Development and Training

• Keep up to date with legislation, case law, policies and procedures relating to the role and service needs
• To keep up to date with the company’s mandatory training requirements keeping own CPD up to date as required
• Read relevant publications.
• Attend relevant internal and external meetings as agreed with the line manager.
• Prepare for and attend supervision sessions/team meetings and forums as appropriate.
• Assist with Service initiatives for the improvement of services.

Other duties and responsibilities

• Carry out tasks that may be asked of you by your line manager to ensure the effective delivery and development of the service needs.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
• Understanding of and commitment to the aims and principles of the CAS&W service including our Roots values as well as our equality and diversity policies
• Other such duties may be required from time to time due to business needs, which are consistent with the Job Purpose.

Person specification

Essential Method of assessment

Experience

• Experience of supporting service improvements, including technology changes, across services within a charitable organisation.
• Experience of working with commissioners, funders or service partners to deliver KPIs and reporting to a high standard.
• Experience of supporting service delivery across multiple channels, including face-to-face, telephone, online and digital services.
• Experience of working with colleagues at all levels across an organisation to implement and embed change.
• Experience of managing a key service area (e.g. Debt, Benefits, Energy) or a transferable service.
• Experience of people and resource management, working in line with organisational policies and procedures.

Knowledge

• Knowledge of performance management, KPI monitoring and reporting requirements within funded services.
• Knowledge of service improvement methodologies and change management principles.
• Knowledge of multi-channel service delivery models within advice or customer-focused services.
• Knowledge of organisational policies, procedures and good people management practices.

Skills

• Excellent stakeholder management and relationship-building skills.
• Strong communication and influencing skills, with the ability to work effectively with people at all levels.
• Ability to analyse performance information and use data to support service improvements.
• Effective planning and organisational skills, with the ability to manage competing priorities.

Qualities

• Collaborative and adaptable approach to supporting organisational change.
• Proactive and solution-focused mindset.
• Commitment to delivering high-quality, customer-focused services.
• Resilient, flexible and able to work in a fast-paced environment.

Learning

• Willingness to undertake relevant training and continuous professional development.
• Commitment to keeping up to date with developments in service delivery, technology and best practice.
• Openness to learning new systems, processes and ways of working.

What We Offer Our Colleagues

At Citizens Advice Sandwell & Walsall, we know that our colleagues are at the heart of everything we do. That’s why we’re committed to creating a supportive, inclusive workplace where you can thrive, grow and make a meaningful difference every day.

As The People’s Champions, we believe in recognising and rewarding the dedication of our colleagues. From generous annual leave and flexible working to wellbeing support and professional development, we offer a range of benefits designed to support you both in and outside of work.

Our Benefits

• Generous Annual Leave – Enjoy 26 days’ annual leave plus bank holidays. Your entitlement increases to 31 days after five years’ service and 33 days after ten years’ service.
• Flexible Working – We recognise the importance of work-life balance and offer flexible working arrangements where business needs allow.
• Competitive Pension Scheme – Helping you build a secure future.
• Paid Volunteering Day – One fully paid day each year to volunteer for a cause that matters to you.
• Blue Light Card – All paid colleagues are eligible to apply for a Blue Light Card, giving access to discounts on shopping, dining, travel, entertainment and much more.
• Annual Pay Review – We review pay annually to help ensure it remains fair and competitive.
• Health & Wellbeing Support – Access to our Employee Assistance Programme (EAP), providing free and confidential advice and support.
• Learning & Development – We invest in your future through training opportunities, professional qualifications and ongoing personal development.

Supporting Every Colleague

We’re committed to creating a workplace where everyone feels respected, valued and supported. Our inclusive policies help colleagues through different stages of life and reflect our commitment to equality, diversity and inclusion.

• Carers’ Policy – Up to three days’ paid carers’ leave and five days’ unpaid carers’ leave within a 12-month period.
• Menopause Policy – Providing guidance, understanding and practical support for colleagues experiencing menopause.
• Trans Inclusion Policy – Creating an inclusive workplace where colleagues of all gender identities feel safe, respected and empowered to be themselves.

How to apply?

Please complete the application form, highlighting your suitability for the role by addressing the essential criteria outlined in the person specification. Please send your completed application by 11:59pm on the closing date.

If you require any adjustments or support to help you with your application, please don’t hesitate to contact us.

Applicants must have the legal right to work in the UK. As part of our recruitment process, you will be required to provide evidence of your right to work before employment can commence. Please note that proof of eligibility will be requested at the interview stage.

Wishing you all the best with your application!