Free Services Manager

Position: Free Services Admin Manager (Band 4)

Location: Remote (homeworking)

Hours: Full-time, 35 hours per week, Monday to Friday

Salary: £35k to £38k per annum

Employment status: Permanent

Closing date: End of day, Tuesday 15 September 2026

The role

We are looking for a Free Services Manager to lead the administration function within our Free Services Team. This key role supports the smooth running of a busy, growing helpline that often handles complex enquiries from disabled people, older people, organisations, and volunteers.

You will manage a team of Administrators, helping them deliver timely, accurate and supportive responses across a range of channels. You will also play a hands-on role in the day-to-day service, including reviewing enquiries, supporting volunteer onboarding for a team of over 600 volunteers, maintaining accurate records, and improving processes so the team can work as effectively as possible.

To learn more about the role please download a full job description.

What you will be doing

• Leading, supporting and motivating a team of Administrators to provide high-quality support to clients and volunteers.
• Managing daily priorities across online systems, shared inboxes and telephone enquiries, ensuring complex enquiries are handled in line with agreed service aims.
• Supporting volunteer onboarding by ensuring applications, checks and communications are processed efficiently and accurately across a large volunteer base.
• Maintaining accurate client and volunteer records across internal databases and systems.
• Monitoring service activity across a busy, growing helpline, including calls, enquiries, and resolution times, and preparing monthly statistics.
• Running regular team meetings to review priorities, resolve issues and support consistent ways of working.
• Keeping process documents, manuals, and records up to date.
• Working with the Head of Free Services to ensure data is managed in line with UK GDPR and relevant safeguarding checks, including Disclosure and Barring Service (DBS) and Protecting Vulnerable Groups (PVG) requirements.
• Identifying and implementing agreed process improvements to make the service more efficient and effective.
• Liaising with colleagues across AbilityNet to resolve queries and support joined-up service delivery.

About you

You will be an organised and supportive manager with strong administration experience and a practical, hands-on approach. You will be confident managing priorities, supporting a team and making sure work is completed accurately and on time.

It would also be helpful if you have experience supporting older and/or disabled customers, working in the charity sector, volunteering, or handling complaints and conflict resolution.

About AbilityNet

AbilityNet is a UK charity that helps disabled and older people use technology to achieve their goals at home, at work and in education. We also work with organisations to make digital products and services more accessible and inclusive.

This is an opportunity to play an important role in supporting the leadership of a mission-driven organisation, helping us work effectively, make good decisions, and deliver greater impact.

What we offer

• Pension scheme:We provide a workplace pension in line with UK legislation. Eligible employees are automatically enrolled within three months of joining.
• Annual leave:Enjoy 25 days of annual leave, plus UK public holidays (calculated in hours, and pro-rated for part-time staff). Your entitlement increases by one day each year after five full years’ service, up to a maximum of 30 days.
• Life assurance:We offer life assurance cover valued at four times your annual salary.
• Wellbeing support:We care about your wellbeing and are committed to supporting a healthy work/life balance. We offer:
  • Simplyhealth Optimise wellbeing plan.
  • Confidential Employee Assistance Programme (EAP).
  • A flexible approach to working arrangements that accommodates individual needs.
• Learning and development:We invest in our people. You’ll have access to a wide range of learning and development opportunities to support your growth. We’re proud of our inclusive, supportive culture and are committed to helping you reach your full potential.

Apply and further information

Before you apply

Right to Work: We welcome applications from overseas. However, you must already have the legal right to work in the UK, as we are unable to sponsor work permits.

Note: We are only able to provide feedback to candidates who attend an interview.

Instructions

In order to apply for this role, AbilityNet require a Cover Letter and CV. Please upload your documents and complete the application form below to apply:

Cover Letter: Please explain your reasons for applying for this role and provide examples of your experience in the following five essential areas:

1. Managing or supervising an administration or support team, including how you have supported performance, workload management, and team development.
2. Working in a busy environment with competing priorities and deadlines, including how you organised work and ensured service standards were maintained.
3. Maintaining databases, records management systems or CRM systems, ensuring information is accurate, up to date and handled appropriately.
4. Identifying and implementing process improvements, including the actions you took and the impact achieved.
5. Monitoring service activity and producing reports, statistics or management information to support decision-making and service improvement.

Please provide examples to support each of the five criteria above.

CV: Please provide a clear overview of your career history, including your key responsibilities, achievements, and relevant experience. Where possible, show how your experience aligns with the responsibilities and essential requirements outlined in the job description.Panel Interviews:

Shortlisted candidates will be invited to attend a one-hour panel interview via Teams, which includes a presentation. The interview will be with the Head of Free Services and the HR Director and will assess your suitability for the role through structured questions and a presentation aligned to the role requirements.

Panel interviews help support a fair and inclusive recruitment process by providing multiple perspectives and ensuring consistency in evaluation. You will be assessed on your relevant experience, knowledge, communication style and alignment with AbilityNet’s values and goals.

Our commitment to inclusion

AbilityNet is committed to creating an inclusive and accessible recruitment process. We welcome applications from people with a wide range of backgrounds, experiences and perspectives, and we are happy to discuss reasonable adjustments at any stage of the recruitment process. Please contact our Human Resources team at hr@abilitynet.org.uk or call us on +44 (0)118 228 0374 / 0379.

Disability Confident

As a Disability Confident Leader, AbilityNet is committed to inclusive and accessible recruitment practices. We welcome applications from disabled candidates and offer an interview to disabled applicants who meet the essential requirements of the role.

We want every candidate to have the opportunity to demonstrate their skills, experience, and potential in a fair and supportive recruitment process. We work with our job applicants to make the process as accessible as possible.

Apply now

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A note on Artificial Intelligence (AI):We support the responsible use of AI tools and understand they can help candidates prepare thoughtful applications. If you use AI, please be open about how it has supported you. What matters to us most is that your application represents your own thinking, motivation, and experience.