Operations Manager - Advice & Welfare Service in Colchester

Responsible for: Advice Caseworkers, Carer Navigator and Senior Dementia Coordinators

Location: Hybrid – home based, Clacton office and community locations

Hours: 37.5 hours

Contract: Permanent

Role Purpose

To lead and strengthen the delivery of advice, information and welfare support for people aged 60 and over across North-East Essex and Braintree, with potential future expansion across other areas of Essex. Drawing on a strong background in advice and welfare support, the Operations Manager will lead, support and develop a team of Caseworkers, oversee the flow of incoming referrals and act as the escalation point for complex cases. Working closely with both internal colleagues and external partners, the Operations Manager will raise awareness of the service and maximise its impact. The role will also contribute to funding reports, funding proposals and wider organisational initiatives.

Key Accountabilities and Activities

• Provide leadership, supervision, coaching and mentoring to the Advice Caseworkers, Carer Navigator and Senior Dementia Coordinators, including regular one-to-one supervision and performance support.
• Lead and support the recruitment, induction and development of staff and volunteers within the service.
• Provide specialist guidance and resolution for complex casework enquiries, including matters relating to welfare benefits, housing and care issues.
• Manage the flow of referrals into the service and oversee the allocation and prioritisation of cases.
• Ensure staffing levels across the service are effectively managed to maintain adequate service coverage.
• Maintain high quality standards across the service through the delivery of accurate advice, information and support.
• Provide direct advice, information and guidance to individuals where required to support people with advice and welfare needs.
• Attend internal and external meetings representing the service and Age Well East.
• Work with the Senior Leadership Team to identify, pursue and model opportunities for service development, funding and partnership working.
• Develop and maintain strong working relationships with statutory agencies, voluntary sector partners and community organisations to support service delivery and partnership opportunities.
• Promote the service through community engagement activities, partnerships and relevant events.
• Collaborate with the Communications Team to support the development of promotional materials and campaigns to raise awareness of the service.
• Respond to complaints from service users or partner organisations at an appropriate level, ensuring concerns are addressed professionally and in line with organisational policies.
• Ensure services are delivered in a way that promotes dignity, equality and inclusion, ensuring all service users can access support without discrimination.
• Address issues arising within the service or projects, escalating complex or serious concerns to the Head of Operations when appropriate.
• Undertake any other reasonable duties required to support the delivery and development of the service.

Monitoring, Evaluation and Reporting

• Monitor levels of service activity, quality and outcomes to assess the effectiveness and impact of the service.
• Collect and analyse service data to support contract monitoring and organisational reporting.
• Prepare and present service activity reports, financial monitoring information and performance reports at contract and partnership meetings.
• Lead quality monitoring processes across the service, including case file reviews and service audits.
• Collect client feedback, case studies and impact evidence to support reporting requirements and funding reports.
• Ensure all financial activity complies with organisational financial policies and procedures.
• Support budget monitoring where required.

Health, Safety and Risk Management

• Ensure compliance with all organisational Health and Safety policies and procedures.
• Ensure staff, volunteers and clients operate within a safe and secure environment.
• Identify, assess and mitigate risks associated with service delivery, particularly in relation to lone working and home visits.
• Ensure staff follow appropriate lone working and safeguarding procedures.

Governance, Safeguarding and Compliance

• Ensure services operate in line with Age Well East operational policies including Safeguarding, Lone Working, Confidentiality and GDPR.
• Maintain high standards of confidentiality and information governance.
• Promote safeguarding awareness within the team and ensure appropriate action is taken when concerns arise.

Organisational Contribution and Professional Development

• Actively promote equality, diversity and inclusion in all areas of work.
• Share information, updates and learning with colleagues across the organisation.
• Identify training and development needs for both the post holder and team members and recommend appropriate training opportunities.
• Work flexibly to support wider organisational priorities when required.

Person Specification

• Excellent knowledge of, or experience in providing advice on, benefits and entitlements for older people.
• Strong knowledge and understanding of the issues and challenges affecting people with advice and welfare needs, including the impact on families and carers.
• Experience in line management and supervision.
• Experience managing difficult situations and complex conversations with service users or partners.
• Excellent communication and interpersonal skills.
• High levels of accuracy and attention to detail in record keeping.
• Ability to develop strong partnerships and community networks.
• A proactive, solutions focused and positive approach to problem solving.
• Strong understanding of confidentiality and GDPR requirements.
• Willingness to work flexibly to meet the needs of the service.
• Full UK driving licence, business insurance and access to a vehicle for work purposes.
• Demonstrable experience of effective contract management.
• Ability to develop, adapt and implement services.
• Confidence in delivering presentations, coordinating discussions and producing reports.
• Experience supporting or managing safeguarding concerns under the supervision of a senior team.
• Experience using the Salesforce CRM system.
• Level 2 qualification in Advice, Information and Guidance.
• Experience of advocacy.