Impact Lead, Core Service Delivery & Advisory

Web Recruit Ltd; Coventry; Hybrid; GBP 35,000 - 42,000; Full time

Benefits offered by this job

Health & Wellbeing support

Cycle to Work Scheme

Professional development

Flexible working arrangements

Fees paid for professional memberships

Job summary

Coventry Citizens Advice is seeking a Core Service Delivery Manager to lead the Core Service that provides free, confidential and independent advice to the public. The role covers drop-in, appointment, telephone, digital and outreach channels, ensuring targets and quality standards are met.

You will lead staff and volunteers, manage workloads and budgets, and collaborate with partners to strengthen referral pathways. The position offers hybrid working and a strong development package.

Qualifications

• Experience managing advice, community support or related services, including planning delivery, coordinating resources and responding to changing demands.
• Experience delivering funded services against contractual targets, outcomes and reporting requirements.
• Experience managing budgets, monitoring expenditure and planning staffing and resources within available funding.
• Understanding issues affecting people experiencing financial hardship, including benefits, debt, housing and barriers to accessing support.
• Understanding 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

• Lead the delivery and development of the Core Service providing free, confidential independent advice.
• Oversee day-to-day service delivery across drop-in, appointment, telephone, digital and outreach channels.
• Ensure the service meets contractual targets, quality standards and client needs.
• Lead and develop staff and volunteers, managing workloads, resources, budgets, referrals and casework.
• Strengthen referral pathways, maintain service quality and support future development.
• 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 requirements.

Skills

Service delivery management

People leadership

Budget management

Contractual targets & reporting

Stakeholder engagement

Compliance & safeguarding

Job description

Coventry Citizens Advice is seeking a Core Service Delivery Manager to lead the Core Service that provides free, confidential and independent advice to the public. The role covers drop-in, appointment, telephone, digital and outreach channels, ensuring targets and quality standards are met.

You will lead staff and volunteers, manage workloads and budgets, and collaborate with partners to strengthen referral pathways. The position offers hybrid working and a strong development package.