Job Description

Operations Manager

£28485 pro rata (£23,096 actual)

30 hours per week (worked over 4 or 5 days, by agreement), with occasional evenings

Citizens Advice Brighton & Hove is seeking an experienced Operations Manager to manage advice services in their busy office. With a keen eye for detail and an adaptable, flexible attitude the ideal candidate will have experience in role where managing fast changing priorities and a drive for improvement is expected. 
The Operations Manager leads the internal team of staff and volunteers delivering advice in our offices, face to face, over the phone, and via email and webchat. Brighton & Hove is a vibrant, diverse, city, and the problems its residents bring to use every day are just as varied. You don’t have to know how to solve all the problems that comes to us – our experienced team of advice experts is here to do that – but you do need to know how to solve the problems in the office that prevent people from delivering advice, and you’ll always need to be mindful of ways to improve practices to make sure we continue to meet the needs of the city as they grow. 
Citizens Advice use a wide range of online platforms to deliver their advice, including Google Suite and a bespoke CMS, and a variety of online tools for monitoring demand on our services and reporting on activities. Supporting staff and volunteers on the use of these systems, as well as general IT support, is an essential function of the Operations Manager to ensure the office keeps moving and people are able to deliver advice to the public, so confidence in using and supporting others to use IT systems, as well as an inquisitive attitude to identifying and solving IT problems is essential for the role. 
You’ll develop a solid understanding of the projects through line-managing and supporting paid staff with regular supervision and appraisals and ad-hoc support with issues. By dealing with emerging problems, and informing the board and CEO about emerging issues, you’ll be ensuring the organisation is in the best position to deliver on its business plan and adapt to the changing needs 
of Brighton & Hove residents. With over 5,000 people supported last year, and demand rising, you’ll have to welcome a challenge to succeed in the role. You’ll be rewarded for rising to that challenge as the role offers development opportunities in leadership through deputising for the CEO in their absence, and as part of one of the most well known and respected charities in the country you’ll find advancement opportunities both in the Citizens Advice network and elsewhere. 
The existing Operations Manager is moving to the role of CEO, so you’ll receive thorough training from someone who understands the role, but you will also be expected to take full ownership of it. The CEO will provide strategic direction, but the Operations Manager must develop thorough understanding of project delivery and decide how best to create and adapt systems to meet strategic aims. 
We’re here to give advice to everyone, and understand that diversity in our workforce is the best way of understanding the varying needs of the city around us, so we welcome applications from all communities.
 

Closing date Monday, October 8th 2018