AGE UK YORK

Operations Manager

JOB DESCRIPTION

Key Details:

•  Contract type: Permanent
•  Start date: October 2025
•  Location: Central York – Margaret Street
•  Working hours: 35 hours per week, during core working hours Monday to
Friday 8.30am to 5pm. Some flexibility for reduced hours, by agreement

•  Salary: £28,167 per annum FTE

Context:

Age UK York is a local charity which exists to support older people of York, their
families, and carers. Together, our team provide a wide range of service which make
a valuable difference to the needs and lives of older people across the city. Through
a dedicated team of staff, volunteers and supporters Age UK York has been
supporting older people in York for over 50 years and exists to continue to be there
when needed.

Age UK York is committed to diversity, equality, and inclusion. Through our
recruitment we want to build a diverse workforce, one that represents the
communities we exist to help and brings variety of perspectives so together we are
best able to support older people in York.

About the role:

The Operations Manager will ensure the efficient and effective running of our Age
UK York office, and the processes and systems needed to facilitate this. This
extends to the other premises used by our organisation including our charity shops in
York.

This involves management and provision of services provided by a small team of
support staff. Working to ensure other managers’ expectations are managed
effectively to ensure competing business priorities are met whilst maintaining a high
quality of customer service. This will include ensuring that relevant processes meet
the requirements of our National Quality standards.

The role provides essential organisational support covering Information and
Communications Technology (ICT) arrangements, estates management and
associated health and safety and risk arrangements. These will include our variety of
systems and range of external supplier partnerships, ensuring they continue to offer
the best operational and value for money benefits to meet our evolving needs. The

Operations Manager October 2025

postholder will form a vital part of Age UK York’s collective drive in realising our
ambitions and shaping our future in meeting the needs of older people across York

Initial Priorities

The initial six months in the role will prioritise a review of our external ICT providers
and identification of alternate office premises ahead of our current lease termination
date. You will work closely with senior management and with our Retail Operations
Manager to ensure robust processes for incident management and premise
maintenance, as well as identifying opportunities for expanding our estate and
developing our office-based provision of services.

Key Responsibilities

Management of our Business Support function

•  Line management of support staff, including Administration and Data reporting

roles.

•  Work with service managers to align the cross-organisation Business Support

function to the developing needs and priorities of our operations.

Estate management

•  Management of our St. Edmunds office ensuring a safe and effective working

environment for all our team and visitors.

•  Provide oversight and support to our shop locations across York, working with
our shop teams to ensure suitable high quality and welcoming locations.
•  Continuing review and development of our estates and associated procedures
and arrangements to ensure they continue to best meet our evolving needs in
delivering against our organisational priorities.

•  Liaising with external stakeholders, including providers, landlords, suppliers

and partners in undertaking works and surveying support.

•  Be part of our office’s open and closing team rota and to be one of our points

of contact in the event of an alarm activation at our building.

Equipment, Systems and Resources

•  Provide management and ownership of the systems used across our

organisation including day to day administration through the Business Support
function. Includes user access, communication and troubleshooting support.

•  Manage relationships and act as operational point of contact for our

outsourced service providers, including for IT, Telephony, Mobile Phones and
Wi-Fi, ensuring the most effective arrangements and agreements in support of
our organisation both in respect to provision and cost.

•  Oversee day to operations of the charity’s ICT systems and arrangements
and support future planning and harnessing technology to support and
strengthen our charity including for our people and those we exist to help.
•  Work alongside operational teams to review and arrange for developments to

these resources and support functions to best meet operational needs.
•  Oversee the provision of guidance, training and other support arrangements
to help develop the confidence, expertise, and learning of colleagues across
the organisation, as part of the wider learning and development programme.

Operations Manager October 2025

Information Management

•  Work closely with Data Reporting Project Manager to support development of

our CRM and associated systems.

•  Oversee the ongoing administration and maintenance of our CRM system,

providing line management to our Data and Reporting support staff.

•  Work with CEO and other colleagues in our obligations in accordance with

data protection law – including GDPR – and undertake named duties such our
assigned information governance role registered with Information
Commissioner’s Office (ICO) and commitments to partners such as NHS.

Health and Safety

•  Work with the CEO and colleagues in supporting organisational Health and
Safety and our commitment to the highest standards for our people and all
who use our services.

•  Maintain the incident register and report back to our Health and Safety

working group. Act as Fire Marshall for our main offices.

•  Work with the retail operations manager and senior staff to ensure robust fire

safety procedures throughout our office and shop premises.

Business Continuity

•  Work with CEO, management and across teams, volunteers and trustees to
undertake Business Continuity Management arrangements enabling our
compliance with recognised standards.

•  Undertake collective preparation, planning, training and exercises to support
Age UK York’s readiness and recovery from disruption in ensuring our ability
to continue delivery of our vital services

Person Specification

Education and Qualifications

Criteria

Essential (E)
or Desirable
(D)

Educated to A Level or equivalent
Professional qualification relevant to
the responsibilities of the role

E
D

Knowledge and Experience

Criteria

Essential (E)
or Desirable
(D)

Self motivated with effective
organisational skills, including

E

Operations Manager October 2025

Evaluated by
application form
(A) and/or
interview (I)
A
A

Evaluated by
application form
(A) and/or
interview (I)
 A I

prioritising, managing competing
demands and monitoring own and
others workload
Ability to motivate and lead an
effective team to provide a high
level of customer service and
ensure effective administrative
support across an organisation
Relevant experience in operational
support: administrative, ICT and
premise management
Work based experience of
operational delivery of effective and
resilient computer and
communication systems
Understanding and experience of
Project Management methodologies
and tools
Fully competent in the use of
Microsoft Excel, Word, electronic
filing and data management
systems.
Knowledge of GDPR regulations.
Working knowledge of health and
safety legislation and regulations.
Strong interpersonal, written and
oral communication skills. Ability to
liaise with technical and non-
technical staff and external partners
Excellent attention to detail and
data accuracy.
Previous experience of working
within the Voluntary and Community
Sector.
Experience of specialist topic
sessions and/or training to varied
audiences, including operational
managers.

E

E

D

D

E

E
D

E

E

D

D

A I

 A I

A I

A I

 A I

A I
A I

A I

A I

A

A

Personal Attributes

Criteria

Essential (E)
or Desirable
(D)

Passion and commitment to work
within a not-for-profit organisation
and support a team approach in
working to help others

E

Evaluated by
application form
(A) and/or
interview (I)
A I

Operations Manager October 2025

E

D

Commitment and support to
equality, diversity and inclusion.

Interest and experience in
continuous learning in digital
technology and practically
harnessing to strengthen an
organisation and help it to realise
agreed priorities.

Demonstrate an understanding,
support and commitment to Age UK
Mission and Strategic Aims

D

I

I

I

Operations Manager October 2025