At a Glance
- Tasks: Lead operational excellence and shape frontline services for vulnerable communities.
- Company: Citizens Advice Manchester, a forward-thinking charity committed to social justice.
- Benefits: Attractive remuneration package and supportive culture within a charity setting.
- Other info: Join a values-driven team dedicated to equity, diversity, and inclusion.
- Why this job: Make a real difference in people's lives while driving strategic performance and service quality.
- Qualifications: Proven leadership experience in frontline services and strong stakeholder management skills.
The predicted salary is between 40000 - 50000 £ per year.
Location: Barlow House, Minshull Street, Manchester M1 3DH
About the role:
At Citizens Advice Manchester, our clients are at the heart of everything we do. We're a forward-thinking, ambitious organisation delivering high-quality, multi-channel advice to some of Manchester's most vulnerable communities. If you're a collaborative, values-driven leader who wants to make a real difference, this is an opportunity to shape the future of our frontline services.
Working closely with the Chief Operating Officer, you'll lead operational excellence across the organisation—driving strategic performance, service quality, regulatory compliance, continuous improvement, and an inclusive, high-performing culture. You'll oversee quality assurance, safeguarding, complaints, incident management, and operational performance while developing and empowering our Operational Managers to deliver outstanding services.
We're looking for an experienced operational leader with a proven track record of leading frontline or public-facing services. You'll be data-driven, commercially aware, and confident using performance insight to improve services, manage risk, and influence decision-making. You'll bring experience of quality and compliance frameworks, strong stakeholder management skills, and a genuine commitment to equity, diversity and inclusion. Experience within the advice or not-for-profit sector is desirable, alongside a strong commitment to the values and principles of the Citizens Advice service.
Joining CAM offers an opportunity to directly influence the quality of support provided to our clients. We value all our people and can offer a supportive, responsible culture within a charity setting that is committed to social justice. The role attracts an attractive remuneration package with excellent terms.
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