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The Women & Families Resource Centre; Wolverhampton; On-site; GBP 52,000 - 78,000; Full time

Job summary

The Women and Families Resource Centre (WFRC) in Wolverhampton is seeking a Senior Operations Lead to drive the charity’s Baby Bank & Boutique services. You will lead staff and volunteers, ensure safe, efficient delivery, and foster partnerships with funders and local authorities.

Working with the CEO and Trustees, you will develop and implement strategic plans, monitor performance, manage budgets, and champion a positive, values-driven workplace that delivers impact for families in need.

Responsibilities

• Drive a strategic operational and service delivery plan for WFRC’s Baby Bank & boutique services, ensuring impactful, scalable operations.
• Foster a supportive team culture; empower staff and volunteers with effective stock display and merchandising.
• Collaborate with CEO and Trustees to set priorities and keep the charity on track.
• Oversee policies, systems and processes to keep the organisation efficient and future-ready.
• Manage premises and facilities to ensure safe delivery environments.
• Develop sustainable stock generation methods via partnerships and campaigns.
• Review volunteer strategy and oversee recruitment, management and retention of volunteers.
• Lead and develop paid staff and volunteers, scheduling, attendance and recruitment processes.

Job description

The Women and Families Resource Centre (WFRC) is a registered charity established in 2009 with the purpose of improving and transforming the lives of disadvantaged and socially excluded women from deprived communities in Wolverhampton. We achieve this through the provision of multiple projects, including a befriending service, Domestic Violence/abuse support, Baby Bank & newly launched Community Baby Boutique & Children and service users’s activities.

The Baby Boutique is a new sustainable shop and membership programme run by Wolverhampton Baby Bank. It offers a wide array of affordable pre-loved baby clothing, toys, equipment, essentials, maternity, hygiene and other items. The boutique is an extension of the services provided by Wolverhampton Baby Bank, offering a dignified shopping experience and structured access to essential baby items for families in need or at risk of falling below the poverty line.

WHY THIS ROLE MATTERS

At WFRC, we help women and families navigate difficult seasons and rebuild their lives. Right now, we are applying that same spirit of renewal to our own charity. Following a challenging period, we are strengthening our foundations and positioning ourselves for sustainable growth.

WHAT YOU’LL DO

1. Drive Operational Excellence

• You will work closely with the CEO to develop, implement & oversee a strategic, operational & service delivery plan for WFRC’s Baby bank & boutique services, ensuring retail operations are impactful, scalable, contribute meaningfully to income generation, community visibility, and uphold our values and purpose.
• You will foster a team culture where staff and volunteers feel supported, motivated, and empowered to contribute meaningfully. Your focus on displaying affordable, high-quality stock and consistent visual merchandising will ensure the baby boutique is the go to place for local families.
• Collaborate with the CEO and Trustees to set priorities and keep the charity on track.
• Oversee policies, systems, and processes to make the organisation is efficient and future ready.
• Manage premises and facilities to ensure safe, fit-for-purpose delivery environments.
• Develop and implement sustainable methods & effective systems for stock generation through local partnerships, community campaigns, and warehouse efficiencies.
• Review our volunteer strategy annually and ensure that our team maintains an adequate supply of trained, capable, passionate & committed workforce. Provide oversight & support current HR team with the end-to-end cycle of volunteer recruitment, management & retention.
• You will directly manage, support, provide guidance and supervise our valued team of retail & baby bank volunteers. You will lead with passion and pride, setting the tone for a positive and professional retail presence within Wolverhampton.
• You will be responsible for overseeing the ongoing development of our team, including scheduling staff and activities, managing working hours and absence, line managing staff, supporting recruitment, induction, disciplinary and grievance processes and being the first point of contact for the team.
• Support & develop a high achieving workforce of paid staff and volunteers within an environment that is beneficial to attracting and retaining people, offering a results driven organisational culture that values hard work, productivity and diversity. Provide ongoing support, professional development opportunities and recognition programs to appreciate and retain volunteers.

3. Partnerships & Contract Management

• In liaison with the CEO, oversee and undertake networking, maintenance of positive relationships and strong partnerships with all the agencies involved in the organisation to ensure maintenance of our current partnership work and services across the community.
• Secure and manage contracts with Local Authorities and corporate partners through the writing and management of bids.
• Oversee contract implementation, resourcing, KPIs, compliance, and reporting, while keeping delivery on budget.
• Develop pricing models for new projects and programmes.

4. Impact, Data & Reporting

• In partnership with the CEO and Administrator manage, monitor and oversee the quality, effectiveness and safe running of our current portfolio of work, partnerships and projects, in ways which meet the needs of service users, staff and volunteers and the requirements of funders.
• Develop and maintain a working knowledge of and manage all of the baby bank & boutique’s activities, including specific project work and the monitoring requirements of all funders.
• Ensure strong monitoring systems to track outcomes and evidence our impact. enable timely monitoring and evaluation of all work and review of quarterly and strategic plans; present written and verbal reports by given deadlines and support staff to do the same.
• Produce regular impact reports for funders, stakeholders, and the board.
• Shape future plans alongside the CEO and Trustees, ensuring operational capacity meets strategic ambition.
• Maintain financial stability & sustainability by identifying areas for income generation & diversification including the development of Gift Aid processes to maximise revenue.
• Review service budgets against expenditure to ensure robust financial management & profitability.
• Represent WFRC & WBB at external forums and events, building relationships and raising our profile.
• Support fundraising and business development, working with bid writers and partners to secure income.

6. Work Closely with & Deputise for the CEO

• As part of the Senior Leadership team, meet regularly with the CEO (or representative) for support and accountability; liaise with the CEO regarding attending external meetings with partners and funders to maintain and enhance the work and working relationships.
• Undertake any other additional duties as commensurate with the post as agreed with the CEO.