Operations Manager

  Brent Carers Centre
Willesden Medical Centre
144-150 High Road, Willesden NW10 2PT
Tel: 020 3802 7070
www.brentcarerscentre.org.uk
info@brentcarerscentre.org.uk

            Registered Charity number 1066691
Company Limited by Guarantee 3354038

JOB DESCRIPTION

Post Title:

Operations Manager

Reports to:

Chief Executive

Locations:

Based at Brent Carers Centre in Willesden, but with travel to and work from locations
across Brent

Hours:

•

•

35hrs  per  week.  There  is  flexibility  over  when  these  hours  are  worked.  It  is
expected the post holder will be required to attend conferences and meetings
as appropriate, which will sometimes involve evening or weekends.
All appointments are made on the basis of satisfactory references, a 12-month
probationary period and a satisfactory DBS check.

Salary:

£37,131.50  per annum

Pension:

Brent Carers' Centre has a Stakeholder Pension Scheme and will contribute 3% of the
post's salary. An employee needs to contribute a minimum of 5% of salary to their
pension to receive the 3% contribution from Brent Carers Centre.

Duration of
Contract:

Line Managing:

Initial contract for 2 year, with possibility of extension

Adult  Carer  Support  Officers,  Young  Carers  Service  workers,  Volunteers  &
Befriending Co-ordinator & Counselling Co-ordinator.

PURPOSE OF POST
The post holder will:

  Be responsible for the day to day management and supervision of Brent Carers' Centre Carer
advice  and  support  service,  including  all  associated  administration  in  line  with  the  Advice
Quality Mark Standard.

  Contribute to the development and implementation of organisational strategies, policies and
practices ensuring that the Chief Executive is fully supported and able to carry out their duties.
  Maintain  and  comply  with  effective  working  policies  and  procedures  which  meet  the
requirements of internal and external quality schemes such as AQS, PQASSO or similar.

  Manage, develop and supervise the generalist advice service of Brent Carers Centre.
  To work within the aims, policies and principles of Brent Carers Centre

DUTIES AND RESPONSIBILITIES
Service Delivery

  Develop and implement a quality of advice action plan and monitor the quality of advice given

to clients.

  Participate in regular meetings with employees and where necessary volunteers.
  Contribute  to  the  production  and  implementation  of  the  Brent  Carers  Centre  business  and

workforce development plans.

  Assist the Chief Executive in the management and delivery of service level agreements.
  Produce management and statistical reports on generalist service delivery including staffing

Issues.

  Supervise the advice work of employee’s to ensure that the advice service meet the Advice

Quality Mark Standard.

  Ensure service delivery and adequate cover for the Advice Service is delivered by staff.
  Monitor and improve the quality of advice given to clients.
  Ensure that appropriate systems are developed and maintained for case recording, statistics,

follow up work and quality control.

  Maintain, review, develop and implement all office systems for handling post, phone calls, e-
mails to ensure that all are dealt with effectively and efficiently and meet the needs of the
organisation and its clients

  Contribute to the development of an annual service delivery plan for each service managed.

These plans will include details of key actions to be taken to:
Ensure continuous delivery of service
Implement developments required within the year
Provide regular evaluations of services
Provide monitoring of service to funders
Provide overview of service to the Chief Executive.

(i)
(ii)
(iii)
(iv)
(v)

•  Deliver  appropriately  each  service  delivery  plan  within  the  policies  and  procedures  of  the

organisation.

•  Review monthly, quarterly, and annual progress with the Chief Executive.

Training and Development



Identify the training needs of Carer support workers through regular support, supervision and
annual appraisals.

  Contribute to and implement the service area's workforce development plan.

Line Management & Supervision
The post holder will:

  Oversee the administration of staff recruitment and induction.
  Have a role in personnel and employment matters, including the writing and reviewing of job

descriptions, recruitment and will be responsible for the induction of new employees

  Have management responsibility for personnel issues and will jointly manage the

administration of the personnel requirements for the organisation in liaison with the
Personnel service provider

  To work with the senior management team and Personnel service provider to take actions as



appropriate under the Disciplinary and Grievance procedures and Capability Policy
In conjunction with Chief Executive maintain, review, develop and implement effective and
efficient systems for handling, storing and managing client, business and financial information
within relevant legal, funding or quality assurance requirements.

  Develop an annual work plan with targets for each member of the Operational Team and have

this approved by the Chief Executive

  Provide supervision, review sessions and annual staff appraisals for each member of staff
  Review progress of delivery of work plan and agree actions to be taken to ensure delivery and

maintain review records of supervision and progress.

  Where  necessary,  with  the  support  of  the  Chief  Executive,  implement  the  disciplinary,

grievance and/or capability procedures

  Appropriately and consistently implement the policies and procedures of Brent Carers Centre
  Responsible  for  the  allocation  of  work  across  our  staff  team  including,  rostering  and

distribution of work rotas to staff.

  Maintain and update all records of CISO’s current working patterns, identifying CISO’s who are
underutilised  or  who  have  requested  additional  work,  alerting  the  Chief  Executive  of  any
changes that require consideration.

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  Maintain a good understanding of the administrative systems within the organisation in order

to provide flexible and appropriate cover for holidays and sickness

Strategic Development
The post holder will:

  Support  the  Chief  Executive  in  ensuring  BCC  work  towards  meeting  our  service  level
agreements  made  with  and  contracts  awarded  by  external  funders,  sponsoring  bodies  and
others are met efficiently and effectively by the operational staff team

  Prepare  narrative  reports  on  the  performance  of  the  services  for  funders,  with  the  Chief
Executive. This will require the upkeep of a database of service usage and the maintenance of
information relating to the uptake of services by different members of the community in Brent.
  Ensure  that  any  issues  that  arise  within  services  are  brought  to  the  attention  of  the  Chief

Executive.

  Contribute to the Centres’ Strategic plans and opportunities for development.
  Contribute to and work independently on fundraising bids for new or existing provisions.
  Contribute to the Centre’s Quality assessments and monitoring systems, AQS, PQASSO, Carers

Trust and any other quality standard adopted.

Local Ambassador for Carers & Brent Carers Centre
The post holder will:
•
•

Keep abreast of all strategic developments in relation to Carers locally, regionally and nationally
Attend  strategic  meetings  in  the  Borough  and  deliver  with  tact  and  diplomacy  the  issues,
concerns and viewpoint of both Carers & Brent Carers at these meetings.
Keep the Chief Executive abreast of any developments both within the operational framework
of Brent Carers' Centre and in its strategic context.

•

Administration
The post holder will:

  Support the CEO in the development and maintenance of these systems, including adequate

backup systems should the primary system fail.

  Ensure that all staff and volunteers are trained on how to use the systems.
  Ensure that the systems are regularly updated.
  Support the CEO in the development and monitoring of effective and efficient administrative

systems.

  Manage the Petty Cash imprest system
  Adhere to and ensure effective implementation of all health and safety requirements
  Maintain  complaints  procedures  in  accordance  with  Brent  Carers  Centre  policies  and

procedures.

  Undertake any other tasks delegated by the CEO

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PERSON SPECIFICATION
Operations Manager

Essential Knowledge and Experience Requirements
At least two years’ experience of generalist welfare advice work.
At least 12 months experience supervising advice work personnel.
Understanding of the importance of support, development and motivation for managing a
staff team
Proven experience of organising and delivering a range of support services relevant to the
needs of service users
Experience of managing own workload and caseload
Experience of working to a quality standard, e.g. AQS and PQASSO
A good working knowledge of Safeguarding legislation and its relevance to carers.
Experience of setting and achieving agreed performance targets.
Ability to contribute to the organisation's strategic and business plans
Ability to use initiative and make sound decisions
Excellent written and verbal communication skills
Desirable Knowledge and Experience Requirements
In-depth knowledge of the voluntary sector
A good understanding of carers, carers' issues and relevant legislation
Experience in addressing performance issues in employees
Experience of Data Protection and understanding of the importance of confidentiality.
Ability to act as an Advice Session Supervisor or able to achieve this within an agreed time
frame.

Essential Skills and attributes
Reliability,  enthusiasm,  ability  to  inspire  and  commitment  to  delivering  a  high  quality
support service for carers
Ability to manage budgets and resources
The ability to contribute effectively to the strategic and operational management of Brent
Carers Centre
Excellent
performance management
Ability to work as part of a senior management team
Ability  to  manage  complex  negotiations  with  staff  and  stakeholders  and  to  analyse  and
interpret information.
Ability to prioritise work and meet deadlines independently
Understanding of the value of supervision and the ability to use it constructively.

including  ability  to  manage  staff  and  ensure  effective

leadership  skills,

Essential Ethos and Values
Commitment to Brent Carers' Centre's vision and mission, and the ability to make a positive
contribution to the organisation
Understanding of and commitment to equal opportunities and non-discriminatory practice.

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