Head of Operations

Working closely with and deputising for the CEO, your role will be to ensure effective and efficient delivery of operational activity throughout the organisation whilst maintaining quality and regulatory standards. You will play a key role in strategic development and planning of service delivery, representing and being responsible for the advice and service delivery functions of our organisation at a strategic level both internally and with external stakeholders.

As a senior representative of Citizens Advice Cornwall your role will involve building and maintaining external partnerships that reflect the values and standards that make the organisation a trusted source for our clients. Having a hands-on approach to project management you will foster positive working relationships with internal departments and external operational partners.

You will oversee the delivery, monitoring and evaluation of a variety of projects, including our core advice service, as well as the development of new projects from a wide range of locations across the county. You will provide support to ensure that the individual projects are meeting their key performance indicators and quality standards as advised by funders. You will compile reports on activities and impact as well as complete any required claims to funders at regular intervals.

You will play a pivotal role in formulating strategy, improving performance and ensuring the team are well trained and resourced to deliver value for our clients. You will be expected to work with the leadership team to increase and oversee the consistent high quality of customer interactions, implement best practice whilst maintaining Citizens Advice Cornwall’s good reputation.

You will be responsible for monitoring and managing risk within the organisation and raising awareness of new and developing areas of concern. You will oversee Health & Safety across sites and activities and play an active role in ensuring our personnel are effectively working within Safeguarding principles, practices and policies.

You will be expected to deputise for the Chief Executive Officer in their absence.