Core Service Delivery Manager

Coventry Citizens Advice; Coventry; Hybrid; GBP 35,000 - 42,000; Full time

Benefits offered by this job

Flexible working

Membership fees paid

Professional development

Health & wellbeing support

Peppy support

Cycle to work

Eye tests

Standing desks

Leisure discounts

Job summary

Coventry Citizens Advice is seeking a Core Service Delivery Manager to lead the free, confidential advice service across drop-in, appointments, telephone, digital and outreach channels. The role requires strong leadership, budget management and partnership building to meet contractual targets and client needs.

You will oversee staff and volunteers, develop procedures, and coordinate with Coventry City Council and funders to ensure high quality service delivery while maintaining compliance with

Qualifications

• Experience managing advice, community support or related services, including planning delivery, co-ordinating resources and responding to changing demands
• Experience delivering funded services against agreed contractual targets, outcomes and reporting requirements
• Line management experience
• Experience managing budgets, monitoring expenditure and planning staffing and resources within available funding
• An understanding of issues affecting people experiencing financial hardship, including benefits, debt, housing and barriers to accessing support
• An understanding of quality assurance, safeguarding, confidentiality, data protection, equality and health and safety within client-facing services
• The ability to interpret service data, monitor outcomes, identify gaps and implement practical improvements
• The ability to build productive relationships with commissioners, community organisations and specialist providers

Responsibilities

• Develop service delivery plans and working procedures
• Monitor contractual targets and prepare performance reports
• Oversee recruitment, supervision and staff development
• Manage relationships with Coventry City Council and other partners
• Identify and manage operational and financial risks
• Ensure compliance with safeguarding, GDPR and other relevant requirements

Skills

Line management

Budget management

Service delivery planning

Relationship building

Data interpretation

Regulatory compliance

Stakeholder engagement

Understanding hardship issues

Job description

Core Service Delivery Manager Coventry (with hybrid working)

An Introduction to Us

Coventry Citizens Advice has been supporting the local community for over 80 years, providing free, confidential and independent advice on a wide range of issues, from benefits and housing to employment and debt. As one of the city's largest and most trusted charities, we are committed to helping people overcome challenges whilst championing the issues that matter most to our clients.

We are now looking to recruit a Core Service Delivery Manager to join us on a full‑time, permanent basis, working 37 hours per week.

The Benefits

• - Salary of £38,420 per annum
• - Flexible working arrangements
• - Fees paid for membership of relevant professional bodies
• - Regular professional development
• - Health & Wellbeing services provided through our Employee Assistance Programme, Health Assured
• - Specialised professional support through Peppy
• - Cycle to Work Scheme
• - Free eye tests and contribution towards lenses/spectacles for computer users where appropriate
• - Standing desks and walking meetings
• - Discounts on leisure facilities and a range of other offers

This is a rewarding opportunity for an experienced service manager with a background in advice or community support and strong people leadership skills to join our trusted organisation.

You’ll have the chance to lead a service that makes a direct difference to people facing financial hardship, ensuring they can access timely, high‑quality advice and helping them to overcome barriers and move forward with greater confidence.

What’s more, alongside hybrid and flexible working, you’ll benefit from regular professional development, paid professional memberships and a strong package of health and wellbeing support.

The Role

As Core Service Delivery Manager, you will lead the delivery and development of our Core Service that provides free, confidential and independent advice to members of the public.

Overseeing day‑to‑day service delivery across drop‑in, appointment, telephone, digital and outreach channels, you will ensure the service meets contractual targets, quality standards and client needs.

You will lead and develop staff and volunteers, managing workloads, resources, budgets, referrals and casework to support effective service delivery.

Working with internal teams, funders and partner organisations, you will also strengthen referral pathways, maintain service quality and support future development.

Additionally, you will:

• - Develop service delivery plans and working procedures
• - Monitor contractual targets and prepare performance reports
• - Oversee recruitment, supervision and staff development
• - Manage relationships with Coventry City Council and other partners
• - Identify and manage operational and financial risks
• - Ensure compliance with safeguarding, GDPR and other relevant requirements

About You

To be considered as our Core Service Delivery Manager, you will need:

• - Experience managing advice, community support or related services, including planning delivery, co‑ordinating resources and responding to changing demands
• - Experience delivering funded services against agreed contractual targets, outcomes and reporting requirements
• - Line management experience
• - Experience managing budgets, monitoring expenditure and planning staffing and resources within available funding
• - An understanding of issues affecting people experiencing financial hardship, including benefits, debt, housing and barriers to accessing support
• - An understanding of quality assurance, safeguarding, confidentiality, data protection, equality and health and safety within client‑facing services
• - The ability to interpret service data, monitor outcomes, identify gaps and implement practical improvements
• - The ability to build productive relationships with commissioners, community organisations and specialist providers

Please note, any offer of employment will be subject to satisfactory completion of security and pre‑employment checks, which for this role include basic DBS checks.

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

Other organisations may call this role Service Delivery Manager, Service Manager, Services Manager, Service Operations Manager, Operations Manager, Service Delivery Lead, Service Lead, Service Delivery Team Manager, Advice Services Manager, or Advice Service Manager.

Webrecruit and Coventry Citizens Advice are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work is.