Head of Operations

CBR Business Solutions UK; Norwich; Hybrid; GBP 45,000 - 50,000; Full time

Job summary

Age UK Norwich is seeking a Head of Operations to oversee multiple workstreams and deliver essential services for older residents in Norwich and surrounding areas. The role requires strong leadership, contract negotiation, tendering, and quality assurance expertise to maintain high standards across Shared Services including Finance, HR and IT.

The position carries a fixed-term contract of 12 months, with flexible working arrangements and home working options.

Qualifications

• Experience leading multiple services and workstreams.
• Strong contract negotiation and tendering experience.
• Experience with SLAs and performance monitoring.
• Knowledge of regulated environments and quality assurance.

Responsibilities

• Oversee an operational framework across Shared Services (Quality & Governance, Finance, HR, Data & IT) and Norwich base.
• Lead contract negotiations, tenders and SLAs, ensuring value and impact across services.
• Monitor performance and ensure services meet required standards and drive improvements.

Skills

Leadership

Contract negotiation

Tender management

SLA management

Quality assurance

Stakeholder engagement

Job description

Organisation Age UK Norwich Location Norwich, with flexible working arrangements/home working Website Visit organisation website Contract type Fixed term, 12 months Salary £45,000 - £50,000 Full Time Equivalent (FTE) Hours 30+ hours per week Date posted 28 August 2026 Closing date 28 September 2026

Age UK Norwich has recently achieved national recognition through the GSK/King’s Fund Award, reflecting the high quality and impact of our services for older residents in the city. As we undertake a strategic refresh towards 2030, we are seeking a Head of Operations with the professional capability to oversee complex functions, provide clear management across multiple workstreams, and champion a high performing team delivering essential, life changing support to older people in Norwich and the other areas we deliver services in.

We deliver services designed to support older people to remain independent, informed and connected. Our provision includes information and advice on welfare rights, housing and later life planning; money and benefits guidance to help maximise income; health coaching and befriending to promote wellbeing; and complex community support for individuals with higher or multiple support needs. We also deliver a range of practical and preventative services that enable older people to live safely at home and remain engaged in their communities.

Our services require a dynamic and effective operational framework that the postholder will be responsible for overseeing and strengthening. These include Shared Services function such as Quality & Governance, Finance, HR, Data & IT and the Norwich office and other bases we work from.

This role requires an experienced operational leader skilled in managing multiple services and products. You will bring a strong track record in contract negotiation, tenders and service level agreements, alongside confident performance monitoring and demonstrating impact and value. You will be experienced in regulated environments applying quality assurance frameworks and ensuring services meet required standards.