Operations Lead

JOB DESCRIPTION

Job Title

Operations Lead

Department

Line manager

Operations

Director of Finance and Resources

Direct Reports

IT Manager

Appointment term

FTC – 12 month maternity cover

Key Relationships

Internal – Members of the senior leadership team, Clinical and Training
Leads, Programme Leads, Clinical and Training Operations teams,
Reception and Facilities Teams.

External – Therapists, Supervisors, Trainees.

Remuneration

£48,000 per annum (pro rata)

Hours of work

22.5 hours per week (0.6 FTE)

Location

Hybrid - Central London with some flexible home-working arrangements.
Attendance is required at our Central London offices as per business need.

About Tavistock Relationships

Tavistock Relationships – A better world through better relationships.

Our purpose is to develop knowledge and new ways of supporting relationships.

Our ambitions:

1.  Everyone can get the help they need for their relationships at all life stages.
2.  Wider understanding of how relationship quality impacts our health and wellbeing.
3.  Health and social care systems that recognise the importance of good relationships in our lives

Our values

•   A belief in the importance of family stability and emotional security.
•   A commitment to social justice, inclusivity, and diversity in every area of our work.
•   A belief in the importance of intellectual curiosity and rigour.
•  An aspiration to be a learning community – growing understanding and being open to new

ideas, developing new ways of working.

•   A commitment to promoting excellence in the delivery of our services.

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Purpose of the role

The Operations Lead is a hands-on operational leadership role responsible for ensuring the effective day-to-day
running of operational systems, processes, and organisational coordination across clinical, training, and
administrative functions.

The role requires strong operational leadership, excellent communication skills, planning capability, and the
ability to adapt and coordinate across multiple stakeholders to support the delivery of TR services.

The Operations Lead plays a central role in ensuring that systems, reporting, and operational processes support
high-quality service delivery, organisational governance, and strategic development.

Responsibilities

Responsibility

Task/deliverables

Leadership and Line
Management

Line management of the IT Manager.

•
•  Build strong relationships across operational teams to coordinate

Marketing

operational delivery.

•  Ensure internal service level agreements are met across teams and

systems.

•  Attend regular marketing and communication meetings, highlighting

priorities based on booking activity across training and clinical services
and contributing to the development of TR’s communication strategy.

•  Oversee new clinical bookings ensuring an appropriate mix of

appointments are advertised.

Communications

•  Write and coordinate communications to therapists and staff.
•  Update staff meetings with operational and service delivery

information.

Digital

•  Work with operational teams to streamline processes and implement

Salesforce

Strategic Development

digital strategies for more effective working.
•  Review and update organisational IT policies.
•  Develop a long-term digital strategy for the business.
•  Oversight of improvements to the online clinical booking system,
internal case management platforms and Salesforce system.

•  Working with technical partners to identify alternative cost-effective

system improvements.

•  Manage the relationship with the external Salesforce technical provider,

including development requests and bug fixes.

•  Oversee annual licence renewals.
•  Providing hands on first response support to users.
•  Support the operational implementation of strategic objectives as

outlined in the organisation’s strategic plan.

•  Produce KPI data and monitoring reports to track progress and impact

of objectives.

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•  Contribute to the preparation of board papers and organisational

reports.

Reporting

•  Produce accurate and timely reports for key governance groups, for

example the Senior Management Team, Governance Committees and
departmental management teams.

•  Support the development of internal reporting capability by providing

coaching to team members as required.

Finance

•  Act as second authoriser of bank payments alongside the Director of

Finance and Resources.

•  Authorise invoices within the delegated authority framework.
•  Troubleshoot issues relating to client invoicing, including identifying

duplicates.

Complaints Management

•  Maintain the organisational complaints log.
•  Support the CEO and Director of Services in managing complaint

responses.

•  Coordinate appeals panels when required.
•  Ensure complaints themes are considered in appropriate governance

meetings and producing summary papers for review.

Data Protection

•  Responsibility of ensuring data protection is managed in line with

regulatory obligations.  Including:

•  Managing and coordinating responses to data breaches.
•  Ensuring staff and visiting staff receive appropriate data protection

training.

•  Consulting on data sharing agreements.
•  Ensuring policies and procedures are fit for practice
•  Undertaking data protection risk assessments as required.
•  Managing and responding to Data Subject Requests (DSRs) within

required timeframes.

Policies and Procedures

•  Develop and maintain organisational policies and procedures.
•  Ensure policies are effectively communicated through platforms such

as the Therapist Community, Learning Hub, or SharePoint.

Operational Support

•  Provide operational support for clinical or training services during

periods of staff absence.

Equality, Diversity and
Inclusion (EDI)
Commitment

As the Operations Lead you will play a critical role in promoting and upholding
our commitment to equality, diversity, and inclusion:

You will be expected to:

•  Work proactively to identify and reduce barriers to access and

engagement, including those related to race, ethnicity, disability, gender
identity, sexual orientation, socio-economic status, and other protected
characteristics.

•  Collect and use demographic and equity-related data to inform course

development and improvement.

•  Champion inclusive leadership, fostering a team culture where diversity

is valued, and all staff feel respected and supported.

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Corporate responsibility

•  Maintain a social media profile and presence that is aligned to the TR

profile as a credible and professional organisation.

•  Proactive participation in organisational internal communication

activity.

•  Periodic reporting to support communication to the wider organisation

including SMT and board committees.

•  Manage all personal data and information in accordance with the

provisions of the TR Data Protection handbook.

•  Act in accordance with the provisions of the TR Health & Safety policy,

always ensuring safety of colleagues, clients, and students.

•  Act in accordance with the provisions of the TR delegated authority

matrix.

Candidate specification

Experience

Essential
•  Experience in an operations management role within a complex organisation.
•  Experience leading the operational implementation of new digital systems.
•  Experience producing reports, KPIs, and management information for senior leadership or

governance bodies.

•  Experience of change management involving multiple stakeholders.
•  Experience supporting digital systems, databases, or CRM systems (Salesforce or similar

platforms).

•  Experience managing sensitive issues such as complaints, governance processes, or

compliance matters.

•  Experience working in an externally facing role, building relationships with a range of

stakeholders.

•  Experience working with data protection processes (e.g. DSRs, GDPR compliance).

Desirable
•  Experience working in the charity, education, training, or health/clinical sector.
•  Experience supporting strategic planning or organisational development projects.

Knowledge and Technical Skills

Essential
•  Knowledge and understanding of data protection requirements and confidentiality.
•  Strong digital literacy, including confidence in using and adapting to different IT platforms and

systems.

•  Proficiency in the use of digital technologies and operational systems.

Skills and Abilities

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Essential
•  Excellent communication skills, both written and verbal.
•  High level interpersonal skills, with the ability to work effectively with a wide range of people.
•  Ability to build and sustain effective working relationships across teams and stakeholders.
•  Strong administrative and organisational skills, with the ability to plan ahead and manage

competing priorities.

•  Excellent attention to detail and accuracy.
•  Ability to lead on delivery and drive operational implementation.
•  Effective time and workload management, including the ability to work under pressure and

respond quickly to emerging priorities.

Personal Attributes and Values

•  A proactive, flexible and solution-focused approach to work.
•  Strong sense of professionalism and accountability.
•  Ability to work collaboratively and supportively within a team environment.
•  Capability to promote organisational services in a socially inclusive and accessible way.
•  A strong commitment to Tavistock Relationships’ aims, objectives, and values.

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