Now part of the CAP Group

Operations Support Manager

JOB OPPORTUNITY

Community Money Advice www.communitymoneyadvice.com

Table Of Content

03

04

About Us

CMA Values

Job Description | The Role

08

Personal Specification

05

Terms & Conditions

Application Process

06

Job Description | Context

About Us

Community Money Advice (CMA) is a Christ-centred charity dedicated to helping anyone facing the burden of debt, without prejudice.

We are at the cutting edge of providing support to those facing the greatest burden of debt by being both an enabler and a service provider, empowering local churches and community groups to establish debt advice centres that are run for the community, by the community.

CMA supports its network through a broad range of services, which necessitates a number of roles both centre-facing and internal. The strength of CMA’s staff team is underpinned by every member of the team being compassionately committed to helping people in debt. As a team, we expect high professional standards, but we also believe we are people over and above being employees. Therefore, compassion and mutual support are the foundations of our relationships with our team and the affiliate centres we serve.

We partner with people of Christian faith, other faiths and no faith, believing all are equal. However, as our faith is intrinsic to the expression of our work, and many of the affiliate centres we support are based in churches, for certain roles we maintain a Genuine Occupational Requirement (GOR) for candidates to be of the Christian faith.

CMA Values Statement

Being able to buy-into and feel aligned with an organisation’s culture is as important as the skills required to undertake the role being applied for. The following is CMA’s Workbook outlining our values and working practice, which are embraced by the CMA staff team. If invited to interview for this role, the first interview question will concern why and how you believe you will fit with, and can embrace, the statements in this Workbook.

Primary statement CMA is God’s charity. We are its servants and stewards

Why do we exist? To help set people free from debt and give them hope for the future

How do we behave? As servants. With integrity, compassion, humility, and professionalism

What do we do?

We provide set-up and ongoing services to enable churches and other organisations to run effective debt advice services, and help clients direct from the CMA Hub

How will we succeed?

By seeking God’s will in all we do. By continually improving and developing customer driven services. By sticking to our values. By continuing to differentiate ourselves: people focused advice, no time constraints. By keeping the CMA team structure efficient. By all staff buying-in to our aims and values.

Terms & Conditions

Contract Fixed Term (6 months) with potential to extend Salary £28,350 FTE per annum, pro-rata paid monthly in arrears

Working hours 16 hours per week (0.4 FTE) flexible working hours

Annual Leave 25 days pro-rata paid Annual Leave

Bank Holidays Pro-rata Bank Holidays (4 of 8 paid)

Pension Scheme Contributory pension scheme

IT / Phone Monthly IT and Phone allowance Company MacBook

Expenses Travel Expenses (including mileage for own car: 55p per mile) and agreed reasonable subsistence and other work expenses, paid monthly in arrears

Working Location Remote (home based), supporting centres in the north of the UK, including travel throughout the region

Additional PerkBox employee benefits scheme Benefits Employee Assistance Programme (Health Assured)

Appointment Subject to references, Right to Work check, and successful completion of a probationary period

Job Description Context

Our Operations Support Managers (OSM’s) are at the very heart of CMA’s service delivery; as an OSM you will be meeting with CMA Affiliate centres supporting them to deliver excellent debt advice and client support in their communities.

CMA operates two affiliate centre models; Debt Advice Centres and Connect Centres . CMA Debt Advice Centres are independently regulated by the Financial Conduct Authority (FCA) and recruit local advisers, providing a full, in-house, debt advice service. CMA Connect Centres do not require FCA regulation as their local Money Mentors work with CMA’s remote Hub Advisers to deliver regulated advice to their clients. As an Operations Support Manager (OSM) you will work with both types of centres within your region providing support and guidance on all aspects of centre operations and compliance.

The key purposes of the role are to:

To provide support and advice to existing centres

Help enable the set-up of new centres, from first enquiry to opening the doors

To support centres in their compliance with regulatory requirements

To ensure the maintenance of CMA affiliation requirements across the OSM’s region

The role necessitates remote working, including travel across OSM’s area. Given that CMA affiliate centres are open across very varied hours, flexible working will be required. OSMs also employ Zoom Conferencing for some visits and meetings. Office days (field/office balance to be agreed with line manager) will be conducted from home. You will be a member of a geographically dispersed team of part time staff.

Safeguarding:

All adults working in or on behalf of CMA have a responsibility to safeguard and promote the welfare of children and adults. This includes:

A responsibility to ensure a safe environment in which CMA services can be delivered.

To Identify children and adults where there may be safeguarding concerns and to follow the CMA Safeguarding policy in addressing any concerns appropriately.

Job Description The Role

The role will be working within a team of CMA Operations Support and Specialist Support Managers who work remotely, the team have weekly meetings and is supported by the Operations Director. CMA uses bespoke case management software called Catalyst, which has an interface with the majority of our Centres. OSM’s will receive training on how to use Catalyst as part of the role.

Key Tasks:

Work with your line manager to agree schedule of contact and priority of visits to affiliate centres

Visit CMA affiliate centres to encourage, support and advise the centre’s manager, team, and management support (as appropriate) on any or all aspects of running a community debt advice centre.

Carry out audit visits in order to support centres to operate in compliance with Financial Conduct Authority regulation and CMA affiliation requirements

Conduct File Reviews on centre casework, using Catalyst and other software

To provide a visit report including action points for CMA and/or the centre as appropriate and agreed visit action points to be followed through

Maintain regular Zoom/phone/email contact with OSM’s centres

Attend Operations Team Meetings remotely via Zoom or at Shrewsbury Head Office (or other UK locations as necessary)

Provide written area summary report for Operations Team meetings

Stay up to date on regulatory (FCA ‘CONC’) and other sector developments, sharing this information with your centres

Facilitate regional meetings for networking and development opportunities

Secondary Tasks:

Make general contribution to CMA’s Operations Team decision making

Contribute to Operations Team tasks or projects, by agreement and subject to time availability

Reports:

There are no formal direct reports to the Operations Support Manager role

Personal Specification

Requirements

The candidate must be able to verbally assent and practically demonstrate CMA’s Christian values. The canidate will be of Christian faith; this appointment is subject to this criteria under GOR exemption.

Have an informed understanding of the personal debt landscape in the UK. Including knowledge of the Financial Conduct Authority and how their requirements apply to debt advice

You will have appropriate experience in operational support, fieldwork, relationship management or similar

You will have successfully completed, or be willing to undertake, CMA’s training in debt advice

Ability to travel throughout the region, and to Shrewsbury Head Office: Valid driving licence, insured for Business Use on own car

Ability to prioritise time, tasks and attention effectively whilst working remotely

You will have access to a reliable internet connection

Experience using Microsoft Office and/or Google Suite, and Gmail

Ability to provide excellent customer service to all enquirers and affiliates

Strong written and verbal communication skills

Ability to work well within a team and build relationships with colleagues and CMA’s afiliate centres

Desirable

Experience of working in the CMA affiliate network, using Catalyst

Specific experience of online communication tools such as Zoom

Full training will be provided during the probation/induction period for the specifics of the role.

Application Process

HOW TO APPLY

At CMA, 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.

Informal enquiries can be made to: nigelh@communitymoneyadvice.com

To apply for this role, please submit a letter outlining your interest and
relevant experience and a current C.V. to
personnel@communitymoneyadvice.com

The closing date for applications is Friday 24 July 2026 at 5:00pmth Early applications are strongly encouraged. We reserve the right to close this vacancy early if suitable and sufficient number of applications are received.

The role is expected to commence as soon as possible

Community Money Advice Ltd

Community Money Advice
18 Wyle Cop
Shrewsbury
SY1 1XB

01743 341929 info@communitymoneyadvice.com www.communitymoneyadvice.com

Authorised and regulated by the Financial Conduct Authority FRN 843835
Charity Number: 1111436

Now part of the CAP Group