Blue Lamp Trust

Job Title: Charity Service Manager

Purpose of Job:  As a member of the Senior Leadership Team, the Charity Service
Manager is responsible for ensuring charity services Bobby Scheme and Cyber Bobby
Scheme are delivered efficiently and to a high standard.

Line Management: Reports to the Chief Executive Officer (CEO)

Hours: Full time (37 hours)

Salary: £35k

Key Accountabilities

Service Delivery

• Oversee the day-to-day operations of the charity services ensuring bookings are
processed efficiently, accurately and in line with internal procedures.

• Proactively identify opportunities to improve efficiency and service delivery.

• Resolve any operational issues or barriers that could impact the delivery of services.

• Ensure the efficient management and accuracy of all client databases, booking
systems, and records.

• Appropriately manage safeguarding concerns for clients or allegations towards staff in
line with policy

• Attend meetings and events to professionally promote both Bobby and Cyber
Schemes and raise the profile of the Trust.

• Support the CEO in actively seeking and developing proposals for new opportunities,
improvements to existing services and ways to expand reach to clients and referrers.

• Implement new strategies, services and procedures to improve services.

• Develop understanding of referral routes and how they can be increased

• Develop community engagement activity to broaden the Trusts reach within the
community

• Act as liaison with Fire Service Community Safety to maintain strong collaboration.

• Collaborate with Marketing Lead to support promotional campaigns, product
launches, and targeted audiences.

Customer Service

• Lead a culture of exceptional customer service, ensuring all clients receive
professional, efficient, and empathetic support.

• Develop relationships with key stakeholders and referrers, fostering long-term
partnerships.

• Handle and resolve escalated customer complaints, ensuring that issues are
managed in line with the organisation’s complaints procedure.

• Work closely with the CEO and other senior leaders to develop and improve the
overall customer experience across all service areas.

Team Leadership and Performance Management

• Line manage the Bobby and Cyber staff and volunteers, providing clear
communication and support.

• Allocate and prioritise workloads across the team to ensure efficiency and high-
quality service delivery.

• Lead regular 1:1 meetings and team development activities to maintain high team
morale and performance.

• Manage HR issues within the team including annual leave, absence, training and
resource planning to ensure consistent service delivery.

• Participation in the recruitment of staff and volunteers, ensuring they are
appropriately qualified, trained and understand service delivery expectations.

• Ensure that the health and safety requirements of staff and volunteers is managed,
and any issues are dealt with to ensure safety at all times.

Reporting and Performance Monitoring

• Track and report on service delivery and performance metrics related to both Bobby
and Cyber schemes

• Provide monthly performance reports to the CEO highlighting successes, challenges,
and opportunities.

• Work with the Senior Leadership Team to identify, plan and manage new
developments and contribute to funding applications

Compliance and Standards

• Ensure quality assurance checks are carried out on staff and volunteers working in the
field, ensuring standards are high and consistent.

• Implement and monitor service delivery standards and contribute data to support
Impact Monitoring Reporting

Stock Control

• Monitoring and managing the levels of stock items and publicity materials, submitting
orders as required.

• Conducting regular van stock level checks and annual stock counts.

Fleet Management

• Management of vehicle fleet ensuring that insurance, servicing and maintenance is
kept up to date.

• Progressing accident reports and insurance claims as required

• Completing regular driving licence checks and driver training for van drivers.

Person Specification

• Proven experience in an operational leadership role, ideally within a customer
services environment.  Experience in the charity sector is an advantage.

• Demonstrated ability to work within and develop clear processes to maintain
consistence high level of service.

• Strong leadership and team management skills, with experience in line-managing
staff, allocating workloads, and maintaining high performance.

• Excellent organisational and coordination skills, with the ability to manage multiple
service streams and meet operational targets.

• Highly competent in customer service delivery, with the ability to handle sensitive or
complex customer interactions empathetically and professionally.

• High proficiency in Microsoft Office (Word, Excel, Outlook) and experience using CRM
systems or booking platforms.

• Proficient in clerical and administrative duties, with a high attention to detail and an
empathetic and professional telephone manner.

• Ability to work independently, and to take initiative with a solution-focused mindset.

• GCSE Grade C or above (or equivalent) in Mathematics and English.

The role requires successful clearance of police vetting prior to starting the role.

Recruitment process via Reed Recruitment.  Email sam.morris@reed.com