Delivery Manager (Service Quality and Insight) 12 month FTC in Bradford

At CAP, 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. Everything we do is rooted in our values. First and foremost, we are Christ‑centred. The work that we do is guided by faith and the belief that everyone deserves to be treated with dignity and God’s love. We are bold in fearlessly putting that faith into action to help others and challenge injustice, while also seeking to be compassionate in the way that we want to understand others and offer them meaningful care. We are collaborative in our approach, making time to learn from others and work together to take on UK poverty. And finally, we prioritise being joyful in the face of challenges, because our faith gives us confidence that change is truly possible.

This role is a hybrid role, with 40-60 percent of hours worked at our Bradford support hub. The role is a Fixed Term Contract for 12 months, preferable full time but would consider 4 days per week (0.8 FTE) for the right candidate.

CAP's mission is to end UK poverty by equipping churches to reach their communities. We exist to empower and serve churches through exceptional partnerships, delivering impactful debt advice and coaching services. Our approach is centred on empowering individuals by providing holistic support to achieve financial resilience through expert debt advice and tailored coaching products. This approach goes far beyond financial stability, creating lasting personal and relational transformation and contributing to a society where all can flourish. We are committed to fostering strong relationships with our church partners, ensuring a collaborative and effective service that continually improves to meet the evolving needs of local communities.

Purpose: To use insight gathered from operational metrics, client feedback and testing, consumer duty tests and reviews, complaints, audits and quality checks, to drive strong client outcomes and continuous improvement. Ensure robust regulatory compliance in these areas is actioned in a way that supports the operational context and brings real benefit to the church and the client.

Accountabilities:

• Lead the delivery of Consumer Duty tests, reviews and reporting.
• Responsible for ensuring all Consumer Duty tests and reviews are completed within fixed deadlines.
• Lead the creation of the annual Consumer Duty Report to the trustees, collaborating with senior leadership across CAP and others in the department.
• Collaborate with others in the department to ensure we have accurate consumer duty data and that it is embedded into our policies.
• Maintain engagement with the wider sector in relation to the Consumer Duty, and highlight training opportunities for the wider department.
• Lead on ensuring that clients are invited to feedback, and that their input leads to impactful changes for client outcomes.
• Lead the coordination of client testing, bringing learnings back into Service Delivery.
• Produce a quarterly report based on client feedback, which highlights key themes and recommendations.
• Produce a quarterly report which collates the level of client complaints and the reasons for them, and provides recommendations.
• Ensure all Debt Help complaints are completed within the expected timeframe.
• Lead the audit, quality check and complaint functions for advice and agents, ensuring that learnings from these lead to impactful changes for client outcomes.
• Coordinate and collate learnings that arise from quality and centre audits, as well as other advice checks to create a quarterly audit report, and a report to trustees.
• Chair the quarterly audit and quality check meetings, and complaint and foreseeable harm meetings, and use the learnings to ensure the delivery of targeted training and supporting documents to improve the church, client and staff experience, in alignment with good client outcomes.
• Enable colleagues to collate and feed opportunities, risks and learnings into relevant governance boards.
• Support the Policy, Research and Compliance Officer to fulfil their duties, including ensuring auditing of budgets, overseeing the sign‑off of new agents and the reviewing and updating of policies.

Manager accountabilities:

• Lead, mentor, and develop team members to achieve their goals through regular catch‑ups, annual appraisals and performance reviews.
• Plan and manage resources effectively to meet business objectives and adjust to changing needs.
• Deliver department objectives through actionable team plans.
• Facilitate clear communication within the team and with wider stakeholders.

Key Competencies:

• A love for data, insight and policy which leads to a positive impact for customers.
• Ability to communicate technical information to non‑technical users.
• Excellent communication at all levels.
• Ability to chair and lead impactful regular meetings.
• Ability to make recommendations based on learnings, which feed into improvements for clients and training for staff.
• Good strategic insight and understanding of organisational aims, and an ability to share this with others.

Experience:

• Understanding of regulatory compliance, particularly related to debt advice and the Consumer Duty.
• Experience of report writing.
• Experience of quality assurance and audits.
• Experience in establishing or leading processes to gather, collate, and analyse information.

Culture: Working at CAP is more than a job; it’s a commitment to a community and movement. We believe that a healthy culture is the fuel for our mission. This means we prioritise 'spiritual rhythms' in our week—including dedicated time for morning prayer, worship, and team huddles. We are a 'joy‑filled' office, which means we celebrate every win, from a client becoming debt‑free to a colleague’s personal milestone.

Other Responsibilities:

• Being willing to pray with each other and fully engaged with our Christ‑centred culture.
• Encouraging friends, family and other contacts to support the charity through the Life Changer programme and other fundraising initiatives.
• Attending annual CAP staff conferences and team revive days.
• Completing all compulsory CAP training within given timescales.

The above job profile is a guide to the work you may be required to undertake but does not form part of your contract of employment and may change from time to time to reflect changing circumstances.