Operations & Administration Lead for Growth & Impact

Assistance Dogs; Birmingham; Hybrid; GBP 38,000 - 42,000; Full time

Benefits offered by this job

25 days’ annual leave

5% employer contribution pension

Staff wellbeing support

Job summary

Kapella is seeking an Administration and Operations Manager to lead day-to-day operations across our Birmingham office and partner venues, ensuring processes run smoothly and user experience stays positive. Working with the CEO and service managers, you’ll oversee administration, appointments, HR systems and compliance while supporting growth and efficiency.

The role will start hands-on, scaling the admin team, implementing new online appointment and case management systems, and moving to a

Qualifications

• Proven experience in administration and operational management, ideally in the third sector, health or community services.
• Significant administrative experience, including the use of databases and case management systems.
• Experience monitoring activity, performance, budgets and KPIs, with the ability to use information to inform decisions.
• Experience developing and embedding effective processes and systems.
• Confidence in implementing new technologies and supporting teams through change.
• Experience overseeing premises and creating safe, fit-for-purpose and welcoming environments.
• HR and health and safety knowledge, with experience supporting staff wellbeing and compliance.
• Strong leadership, communication and relationship-building skills, with a commitment to inclusion and equity.

Responsibilities

• Oversee the day-to-day operational running of the Birmingham and Wolverhampton centres and community venues.
• Lead and manage the administration team, including recruitment, training and volunteer coordination.
• Manage appointments, service utilisation, waiting times and payments.
• Streamline processes and systems to improve efficiency, consistency and client experience.
• Support the implementation of new technology, online appointments and case management systems.
• Ensure premises are safe, functional, welcoming and fit-for-purpose.
• Monitor service activity, performance, budgets and KPIs, providing clear reports for management and funders.
• Promote a positive, inclusive and supportive workplace culture.
• Work closely with service managers and the CEO to ensure operational activity supports organisational priorities.
• Oversee HR systems and administration.
• Ensure compliance with HR, health and safety and organisational policies.

Skills

Administration management

Operations management

Budgeting

KPIs reporting

HR systems

Change management

Team leadership

Tools

Case management systems

Databases

Online appointment systems

Job description

Kapella is seeking an Administration and Operations Manager to lead day-to-day operations across our Birmingham office and partner venues, ensuring processes run smoothly and user experience stays positive. Working with the CEO and service managers, you’ll oversee administration, appointments, HR systems and compliance while supporting growth and efficiency.

The role will start hands-on, scaling the admin team, implementing new online appointment and case management systems, and moving to a