Job opportunities

Main purpose of the role:

• To provide senior strategic and operational leadership across a range of services delivered by Age UK Herne Bay & Whitstable
• To deputise for the Chief Officer
• To act as the strategic lead for operational quality, performance, partnerships and service development
• Working as part of the Senior Management Team, to support the Chief Officer to prepare strategic and operational plans.
• To work with the Chief Officer and Finance Officer to develop funding applications, bids and tenders and report on their performance to support the charity in meeting its charitable objectives.
• To work with the Chief Officer and Service Managers to introduce technology-based solutions to help the organisation measure impact, outcomes, reach and feedback.

Department: Client Services

Location/Branch: on site at Age UK Herne Bay & Whitstable at 16 Reculver Road, Herne Bay, CT6 6LE

Position reports to:  Chief Officer

Position is responsible for: Line Managing Service Coordinators, Managers and overseeing the management of volunteer led provision.

Length of contract: Permanent

Salary: £39,000 per annum

Hours of Work: 37.5 hours per week

DBS Required: Yes  

Strategic Leadership – operations and services

• All services developed and delivered aligned to Age UK Herne Bay & Whitstable’s strategic aims, objectives, and priorities. 
• Ensure that service user involvement is key in the development and delivery of all operational services and is embedded in all practice and development.
• Work with the Operations Manager and Service Managers to ensure all operational services are delivered as commissioned and to the highest standards.
• Provide the operational management team with clear direction, good supervision, and performance management.
• Proactively manage any staff performance issues using Age UK Herne Bay & Whitstable’s policies as required.
• Work with the Operations Manager & Chief Officer to oversee the recruitment of Service Managers and contribute to the recruitment of other key operational staff if required.
• Work with Chief and Finance Officer and Service Managers to agree budgets for services.
• Regularly review services to ensure they are managed within budget, are cost effective and deliver value for money.

Quality and Performance

• Work with the Operations Manager to oversee and lead the development and implementation of organisation-wide quality management processes and procedures.
• Work with the Operations Manager to ensure that Age UK Herne Bay & Whitstable complies with Age UK Quality Assurance Standards and as required, lead on achieving nationally recognised quality marks
• Organisational lead for service user engagement, to ensure that service user involvement is key in the development and delivery of all services and is embedded in practice and development.
• Provide Senior Management oversight of volunteer recruitment, development, and engagement
• Provide Senior Management oversight of social media and Community Engagement Activity 
• Respond to any complaints about services as per the Compliments and Complaints Policy and support the Chief Officer and Operations Manager in dealing with complaints as required.

Partnership and Service Development 

• Ensure that positive relationships are developed and maintained with health, social care and other commissioners and contract managers.
• Work with delivery partners to ensure the success of services delivered in partnership and work collaboratively to address any performance issues
• Oversee and lead the development and implementation of new services, operational practices, and processes.
• Work with the Chief Officer, Operations Manager and Service Managers to ensure efficient processes maximise the use of Age UK Herne Bay & Whitstable’s operational resources, ensuring value for money and delivery of benefits/outcomes.
• Lead on service evaluation and outcome monitoring, working to develop a culture based on continuous improvement.
• Advise managers on Safeguarding concerns, ensuring referrals are made appropriately and that the Chief Officer (Safeguarding Lead) is kept informed about cases and incidents.

Strategic Planning 

• As part of the Senior Management Team, work with the Chief Officer, Operations Manager and Trustee Board to prepare Strategic, and Operational Plans.
• Work with the Chief Officer, Finance Officer and Treasurer to develop budgets and a business plan.
• Work with the Operations Manager and Chief Officer to develop and implement annual Operations plan aligned to the Age UKHBW’s priorities, aims, objectives, and overall strategic approach.
• Prepare reports to the Trustee Board to monitor progress towards achieving objectives set within operational, business and strategic plans.
• Work with the Chief Officer and the Management team to ensure new services are developed in response to need.

All our employees are required to:

• Undertake training deemed necessary for the role.
• Report any concerns regarding client’s health, welfare, and wellbeing immediately in line with relevant policies.
• Adhere to the organisation’s policies and procedures.
• Be self-motivated and sensitive to the needs and wishes of our clients and colleagues.
• Work in a helpful, caring, confidential manner, within the values, aims and objectives of Age UK Herne Bay & Whitstable.
• Be willing to undertake other reasonable tasks as maybe from time to time delegated by the Chief Officer.

Person specification form

Factor

Knowledge

• Educated to degree level, NVQ level 5 or equivalent
• Knowledge and interest in the needs and aspirations of older people
• Knowledge and understanding of the needs of older people in Herne Bay & Whitstable and the issues which affect them.
• Knowledge of current challenges and policy drivers affecting service delivery with and for older people particularly in relation to health and social care.
• Excellent working knowledge and understanding of person-centred approaches.
• An understanding of and the ability to produce robust contractual, performance and financial monitoring & evaluation information.
• Understanding of diversity and equality issues within the context of service delivery and staff / volunteer recruitment and management
• Awareness of issues relating to volunteering in the charitable sector.
• Understanding of the principles of safeguarding of vulnerable adults, how to respond to and escalate concerns

Relevant experience

• Line management experience in a health or social care setting, in either the statutory, voluntary and/or independent sectors.
• Experience of planning, leading and managing change.
• Experience of introducing a customer relationship management system and developing databases.
• Experience of effective strategy development and implementation
• Considerable experience of providing line management, supervision and support to staff, and managing HR issues.
• Understanding of quality assurance and experience of implementing and managing Quality Assurance systems
• Experience of representing an organisation at a senior level with key stakeholders.
• Involvement in preparation of bids, tenders, and grant applications
• Experience of effective partnership working in a health or social care environment

Aptitude, skills, and abilities

• Excellent interpersonal skills, able to lead and work as part of a team, building positive relationships with staff, colleagues, and stakeholders.
• Proven ability to build and manage effective and high performing teams.
• Ability to manage budgets.
• Ability to innovate.
• Ability to represent an organisation successfully and to build effective partnerships.
• Recognises, promotes and values involvement of people receiving services and older people’s participation.
• Demonstrable ability in negotiating and influencing.
• Ability to work to tight deadlines, prioritise conflicting workloads and delegate tasks as appropriate.
• Strong analytical skills

Personal attributes

• Passion for delivering excellent services and outcomes for older people.
• Drive, energy, and enthusiasm
• Full driving licence
• Willingness and ability to work and travel throughout Kent and work unsocial hours on occasion.
• Willingness and ability to respond to emergency situations out of hours (on rare occasions)