Operations and Projects Manager

Ygam; Doncaster; Hybrid; GBP 32,000 - 40,000; Full time

Job summary

Citizens Advice Doncaster Borough is expanding and recruiting an experienced Operations and Projects Manager to lead staff, manage funded projects and ensure services run safely, efficiently and to a high standard across Doncaster.

You will work closely with the Senior Management Team, translate strategic priorities into operational plans, monitor performance, and build high‑performing teams across multiple offices and community delivery locations to achieve positive outcomes for local people.

Qualifications

• Experience in leadership and managing staff.
• Proven ability to deliver projects on time and to budget.
• Strong communication with stakeholders at all levels.

Responsibilities

• Leading and developing advisers and project staff.
• Monitoring performance against targets and KPIs.
• Reporting to funders and senior management.
• Co-ordinating operational activity across teams and sites.
• Overseeing facilities and multi-location delivery.

Skills

People management

Project management

Communication skills

Analytical thinking

Organisational skills

Job description

Operations and Projects Manager

Location: Doncaster (with regular travel across our offices and community delivery locations)

Salary: £36,000 per annum

Hours: 37 hours per week

Contract: Permanent

Closing date: 18/09/26

Lead People. Deliver Projects. Drive Performance.

Citizens Advice Doncaster Borough is growing.

As we continue to expand our services and deliver an increasing portfolio of funded projects, we are creating an exciting new role that will sit at the heart of our organisation.

We're looking for an experienced, organised and people-focused Operations and Projects Manager to help ensure our services, projects and teams perform at their very best.

This is a key management role that will provide operational oversight across the organisation, supporting the successful delivery of projects, leading staff performance and ensuring our services remain efficient, effective and focused on delivering positive outcomes for local people.

Working closely with the Senior Management Team, you'll help turn strategic priorities into operational reality, allowing senior leaders to focus on organisational development, partnerships and future growth.

If you enjoy leading people, solving problems, improving performance and making things happen, we'd love to hear from you.

About the Role

This is a varied and highly visible role that combines project management, people management and operational coordination.

You will be responsible for ensuring that funded projects remain on track, contractual targets are achieved and services are delivered safely, effectively and to a consistently high standard.

You'll act as the key link between frontline teams and senior management, providing guidance, support and direction to advisers while ensuring senior managers have clear oversight of performance, risks and opportunities.

Success in this role will be measured not only by the achievement of project outcomes and milestones, but also by the development of high-performing teams and the smooth operation of our advice services across Doncaster.

What You'll Be Doing

Leading and Developing People

People are at the centre of everything we do.

You will provide direct line management to advisers and project staff, creating a culture that is supportive, accountable and focused on continuous improvement.

Responsibilities will include:

• Conducting regular one-to-one meetings, supervision sessions and performance reviews.


• Supporting staff wellbeing and professional development.


• Identifying training and development needs.


• Monitoring performance and productivity.


• Managing performance concerns constructively and fairly.


• Supporting recruitment, induction and onboarding activities.


• Building confident, engaged and high-performing teams.

Driving Successful Project Delivery

Our funded projects are critical to the support we provide to local communities.

You will take a key role in ensuring projects achieve their objectives, meet contractual requirements and deliver value for funders and stakeholders.

Responsibilities will include:

• Monitoring performance against targets, outputs, outcomes and milestones.


• Tracking key performance indicators and service delivery measures.


• Producing regular reports and performance updates for our funders and senior management Team.


• Identifying risks, barriers and areas of underperformance.


• Escalating significant risks and recommending solutions.


• Supporting project mobilisation, implementation and continuous improvement.


• Working with colleagues to ensure project activity remains focused and on track.

Managing Operations and Service Delivery

You will play a key role in ensuring the smooth day-to-day operation of our services.

Responsibilities will include:

• Acting as the first point of contact for operational staff queries.


• Supporting effective communication between frontline teams and senior management.


• Monitoring staffing levels, absence and sickness trends.


• Coordinating resources to ensure services remain fully operational.


• Supporting workforce planning and service resilience.


• Contributing to business continuity arrangements.

Overseeing Facilities and Community Delivery Locations

Our services are delivered from multiple locations across the borough and it's essential that every setting is safe, professional and welcoming.

Responsibilities will include:

• Coordinating office and outreach delivery locations.


• Maintaining high standards of health and safety.


• Supporting facilities and premises management activities.


• Liaising with suppliers, contractors and external partners where required.


• Ensuring staff have the resources and environments they need to deliver services effectively.

About You

We're looking for someone who can confidently lead people, manage performance and maintain oversight of multiple projects and priorities.

You will be:

• An experienced manager with a proven ability to lead and motivate teams.


• Highly organised and able to manage competing demands.


• Comfortable analysing performance information and identifying emerging trends.


• Skilled at building positive working relationships.


• Confident in handling difficult conversations and performance issues.


• Proactive, resilient and solutions-focused.


• Able to balance attention to detail with a focus on the bigger picture.


• Committed to delivering excellent services and positive outcomes.

Essential Experience

• Staff supervision and line management.


• Performance management and staff development.


• Project, contract or service delivery oversight.


• Monitoring targets, KPIs and organisational performance.


• Producing management reports and analysing performance data.


• Coordinating operational activity across teams or services.

Desirable Experience

• Working within the advice, charity, public or voluntary sector.


• Knowledge of funded projects and commissioned services.


• Experience supporting multi-site service delivery.


• Understanding of quality standards, compliance and service improvement frameworks.

Why Join Us?

This is a unique opportunity to shape a newly created management role and make a significant contribution to the future success of Citizens Advice Doncaster Borough.

You'll have the opportunity to:

• Influence how services are delivered across the organisation.


• Lead and develop talented teams.


• Drive improvements and innovation.


• Support the successful delivery of important community projects.


• Work as part of an ambitious and supportive leadership team.


• Make a genuine difference to the lives of local people.

About Citizens Advice Doncaster Borough

Citizens Advice Doncaster Borough provides free, confidential, impartial and independent advice to thousands of people each year. Through a range of funded services and community partnerships, we help people overcome challenges, improve their financial wellbeing and find a way forward. Our work continues to grow, and we're committed to delivering accessible, high-quality services that meet the changing needs of local communities

Citizens Advice Doncaster Borough values diversity, promotes equality and challenges discrimination. We welcome applications from all sections of the community.