Head of Service Quality and Insight (12 month Fixed Term Contract)

Please note this role is a 12 month maternity cover contract. Hours are full time but we would consider flexible hours for the right candidate. The role is hybrid, with 2-3 days per week worked from our Bradford Support Hub. The salary shown is for full time hours and would be paid pro rata for part time.

Please see the attached Job Profile for a full list of role accountabilities.

At CAP, we celebrate diversity and strive to build an inclusive workforce that reflects the diverse communities we serve. We warmly welcome applications from individuals of all backgrounds. We particularly encourage applications from Global Majority/UK Minority Ethnic candidates, as these groups are currently underrepresented within our wider workforce. We are committed to creating an environment where every individual can thrive and feel they belong.

Everything we do is rooted in our values. First and foremost, we are Christ-centred. The work that we do is guided by faith and the belief that everyone deserves to be treated with dignity and God's love. 

We are bold in fearlessly putting that faith into action to help others and challenge injustice, while also seeking to be compassionate in the way that we want to understand others and offer them meaningful care. We are collaborative in our approach, making time to learn from others and work together to take on UK poverty. And finally, we prioritise being joyful in the face of challenges, because our faith gives us confidence that change is truly possible.

Job Description

Context:

CAP's mission is to end UK poverty by equipping churches to reach their communities. We exist to empower and serve churches through exceptional partnerships, delivering impactful debt advice and coaching services. Providing accessible, community-rooted support to those facing financial and social challenges across the UK. Our approach is centered on empowering individuals providing holistic support to achieve financial resilience through expert debt advice and tailored coaching products. This approach goes far beyond financial stability, creating lasting personal and relational transformation and contributing to a society where all can flourish. We are committed to fostering strong relationships with our church partners, ensuring a collaborative and effective service that continually improves to meet the evolving needs of local communities.

Purpose:

As the Head of Service Quality and Insight, you will lead key strategic and operational functions to shape the future of Service Delivery teams as they work with our church partners to deliver CAP's services. This role is focused on creating and delivering a strategy to capture insight from the church, clients and regulatory factors to drive improved service quality, performance and facilitate innovation. You will collaborate closely with Agility, Compliance and Service Delivery teams to ensure a fully aligned roadmap and approach to service design and improvements. You will lead teams focussing on optimising data-driven insights from all CAP services, streamlining the flow of work through automation, and ensuring policy alignment and regulatory compliance to enhance the effectiveness of our services.

Reports to: Senior Head of Services

Direct Reports: Strategic Manager and Delivery Manager for Service Quality and Insight

Personality:

We are excited by innovation and are driven by a culture of data-informed decision-making, process optimisation, and policy excellence. We value collaboration and bold communication to ensure our operations effectively support our churches and clients.

We are passionate about listening directly to the church and client and leveraging data, technology, and policy to drive impactful change and deliver exceptional service to our church partners and clients. We are committed to continuous improvement and innovation in our operational processes.

Culture

Working at CAP is more than a job; it’s a commitment to a community and movement. We believe that a healthy culture is the fuel for our mission. This means we prioritise 'spiritual rhythms' in our week—including dedicated time for morning prayer, worship, and team huddles. We are a 'joy-filled' office, which means we celebrate every win, from a client becoming debt-free to a colleague’s personal milestone. We expect our team to be 'all in'—not just in their tasks, but in contributing to a supportive, laughter-filled, and prayerful environment.

CAP is a mission-driven, fast-paced, and deeply relational environment. You will find a culture that prioritises:

• Spiritual Rhythms: We start our days with prayer and worship, staying connected to our 'Why.'

• Celebration: We are 'Debt-Free' obsessed. We ring bells, share stories, and celebrate transformation.

• Collaborative Bravery: We tackle big problems (like UK poverty) by working across teams and daring to try new things.

• Inclusive Belonging: We want you to bring your whole self to work, knowing you are valued for who God made you to be.

Responsibilities

• Provide strategic direction and leadership to the Service Quality and Insight function. Empower a high-performing multidisciplinary team to deliver transformational results including Data Analysis, Workflow & Automation, Policy & Research, and Operational Compliance.
• Strategically steward the budget of this team of 12 individuals with an organisational budget of £500,000+.
• Accountable for ensuring Debt Help Platform developments align with Service Delivery Priorities through ownership of the technical roadmap prioritisation on behalf of Service Delivery leadership
• Collaborate with Regional Directors, Senior Hub Delivery Managers, Senior Heads of Service, and the Chief of Service Delivery to identify areas for service improvement and develop effective solutions for UK churches and clients.
• Takes the lead as Business owner for the Debt Help Platform, representing the voice of Service Delivery at the highest level to drive technical innovation, by connecting with agility teams on a regular basis to make sure product teams understand the needs of Service Delivery
• Responsible for assessing the impact of items on the roadmap and to allocate Subject Matter Experts to ensure successful delivery.
• Responsible for setting strategy to listen and highlight the voice of clients across Service Delivery, embedding client testing into service delivery innovation and improvements.
• Accountable for delivering Debt Help auditing functions across all Service delivery teams, including agent sign off, leading to delivery of initiatives that improve service quality.
• Accountable for leading the department to provide performance and risk updates to all levels of Debt help Governance.
• Responsible for setting a strategy to provide tested robust data analysis to inform strategic decisions for both partner churches and the organisation for both Debt Help and Resilience Services.
• Responsible for setting a strategy to monitor and optimise operational workflows and tools to ensure efficiency and effectiveness.
• Responsible for setting a strategy to ensure all development and implementation of policies is prioritised to support our mission whilst complying with relevant regulations including FCA compliance.
• Responsible for the delivery of the annual FCA consumer duty report for the exec and trustees, including its creation and collaborating cross organisationally in a timely manner to ensure this reflects Debt Help strategy.
• Responsible for the delivery of Regulation and Compliance changes across Service Delivery as agreed by Senior Heads of Services.
• Act as a strategic bridge between Service Delivery and Agility, Compliance and People Development

• Provide strategic direction and leadership to the Service Quality and Insight function. Empower a high-performing multidisciplinary team to deliver transformational results including Data Analysis, Workflow & Automation, Policy & Research, and Operational Compliance.

• Strategically steward the budget of this team of 12 individuals with an organisational budget of £500,000+.

• Accountable for ensuring Debt Help Platform developments align with Service Delivery Priorities through ownership of the technical roadmap prioritisation on behalf of Service Delivery leadership

• Collaborate with Regional Directors, Senior Hub Delivery Managers, Senior Heads of Service, and the Chief of Service Delivery to identify areas for service improvement and develop effective solutions for UK churches and clients.

• Takes the lead as Business owner for the Debt Help Platform, representing the voice of Service Delivery at the highest level to drive technical innovation, by connecting with agility teams on a regular basis to make sure product teams understand the needs of Service Delivery

• Responsible for assessing the impact of items on the roadmap and to allocate Subject Matter Experts to ensure successful delivery.

• Responsible for setting strategy to listen and highlight the voice of clients across Service Delivery, embedding client testing into service delivery innovation and improvements.

• Accountable for delivering Debt Help auditing functions across all Service delivery teams, including agent sign off, leading to delivery of initiatives that improve service quality.

• Accountable for leading the department to provide performance and risk updates to all levels of Debt help Governance.

• Responsible for setting a strategy to provide tested robust data analysis to inform strategic decisions for both partner churches and the organisation for both Debt Help and Resilience Services.

• Responsible for setting a strategy to monitor and optimise operational workflows and tools to ensure efficiency and effectiveness.

Other Responsibilities

• Being willing to pray with each other and fully engaged with our Christ-centred culture.

• Encouraging friends, family and other contacts to support the charity through the Life Changer programme and other fundraising initiatives.

• Attending annual CAP staff conferences and team revive days.

• Completing all compulsory CAP training within given timescales.

• This role falls within the scope of the FCA’s conduct rules, and you will be provided with training as to how these apply to the role. It is your responsibility to ensure that you follow these conduct rules.

The above job profile is a guide to the work you may be required to undertake but does not form part of your contract of employment and may change from time to time to reflect changing circumstances.

Skills required

• Proven leadership and ability to inspire and influence.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to develop and implement effective policies and procedures.
• Ability to manage multiple projects and priorities.
• Strong organisational and administrative skills.
• Motivated by compassion towards people in need.

Experience:

Essential:

• Experience delivering results in a service-based environment.
• Experience of leading and delivering significant organisational wide projects.
• Minimum of 3 years experience leading or managing multidisciplinary teams.
• Experience of working in a financially regulated service environment
• Experience of working in a Debt advice delivery function in the charity sector
• Experience working with data analysis, workflow automation, or policy creation.
• Experience of having to meet deadlines or targets.
• Experience of having to work using your own initiative.

Desirable:

• Deep understanding of FCA Consumer duty principles.
• Experience working with regionally based staff.
• Understanding of working with local churches.
• Experience of working in an agile product development environment.

Educational requirements

• A Level or equivalent