Operations Manager in Blackburn

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK, we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

This role will have responsibility for the operational delivery of the contract across Lancashire.

Benefits:

• 9% combined pension
• 25 days annual leave
• Holiday trade scheme
• Flexible benefits package
• Salary - £49,800 to £54,800

Job Summary:

The Supported Employment Quality Framework (SEQF) Operational Manager will demonstrate and lead a team delivering SEQF Employment support across Lancashire. Supported employment is critical to ensure effective delivery of high-quality employment services, empowering participants to gain employment whilst ensuring delivery of the 5 stages of Supported Customer Engagement; vocational profiling; Employer Engagement; job matching through in-work support and career development.

You will be an inspiring Operational manager with an understanding of supporting vulnerable adults with a variety of health conditions, disabilities and other barriers (ideally within an employability sector). Your primary aim is to oversee the operational needs of the supported employment program, ensuring the program adheres to the SEQF principles, including meeting contractual and business objectives and Key Performance Indicators (KPIs). You will be instrumental from the beginning of the contract supporting recruitment, training and monitoring of team delivery performance. You will lead from the front, and be flexible in the delivery of the program, and be a very hands-on manager, supporting and filling in for other areas of the contract as and when required.

We are looking for a dedicated and enthusiastic individual who is deeply passionate about supported employment and truly believes in its power to transform lives. The ideal candidate will have a strong desire to drive meaningful change, empowering individuals to unlock their potential and achieve sustainable employment opportunities. If you are motivated by the opportunity to make a real difference and contribute to positive life-changing outcomes, we want to hear from you.

Key Responsibilities:

• Leadership: Responsible for leading the operational team to deliver the end-to-end journey of individuals using the service. Working closely with colleagues across the CPA accountable for all the contractual performance and quality requirements for delivery are met.
• External Partnerships: Provide extensive support to the Partnership Team to develop excellent relationships with referral pathways, maximise referrals and support with community integration. Track the success rate of eligibility from referral to onboarding and implement corrective actions to increase conversion rates. Develop and evolve customer segmentation to ensure the right participants are provided with the appropriate interventions.
• Quality Assurance: Work with the Fidelity Officer to ensure that the operational team adheres to the Quality Assurance Framework and meets the requirements for any internal or external SEQF & IPS Fidelity audits.
• Internal Stakeholders: Manage the relationship between internal stakeholders. This will include Partnership Leads, Contact Centre, Employer Engagement and Operational teams. Ensuring staff have clear deliverables and timescales and accountabilities to ensure that the service users receive a seamless service.
• Recruitment: Manage the initial and ongoing recruitment of staff and work with Training and Development to agree induction plans. Create Individual Development Plans and ensure that continuous improvement is embedded in the delivery model.
• Policies and Procedures: Comply with all Maximus policies and procedures, demonstrating a clear understanding of the company values and ensure these are rolled out across the operational team.
• Community Partnership Network: Work collaboratively with the Partnership Team to develop a network of partner organisations who can provide complementary support to our participants that support improved independence.

Experience Required:

• Operational Management experience delivering employability and/or skills services ideally to a relevant customer group.
• Experience of health and/or community-based delivery.
• Experience of delivery to groups with complex barriers.
• A good understanding of how to generate Self-Referrals.
• A good understanding of contract mobilisation.
• Significant experience of leading and mentoring an operational team to achieve KPIs and Objectives.
• Experience of increasing referrals to a service or contract.
• Experience of different technologies to deliver outstanding customer service.
• Financial awareness and acumen with experience of tracking and managing financial performance.
• Leadership and management experience, including managing multidisciplinary teams and staff performance.
• Experience in developing and delivering services that support people with disabilities, mental health conditions, or other employment barriers to secure and sustain employment.
• Experience managing budgets, resources, and financial reporting for government-funded or grant-funded programs (e.g., DWP, ESF, or similar).
• Experience in developing partnerships and working collaboratively with external stakeholders, such as local authorities, employers, and community organisations.
• Agile in personal approach and able to operate independently or part of the wider management team.
• Ability to multi-task and move between different teams and stakeholders in a calm, professional manner.
• Excellent written and verbal skills.
• Conflict Resolution - Skilled in resolving conflicts within teams or with stakeholders in a professional and constructive manner.
• Change Management - Comfortable leading teams through change initiatives and adapting to evolving priorities or challenges.
• Risk Management - Anticipates and mitigates potential risks to program delivery, compliance, and service user outcomes.
• Effective Communication - Clearly conveys information and expectations to staff, service users, and stakeholders in a professional and approachable manner.
• Relationship Building - Builds and maintains strong, collaborative relationships with internal teams, employers, funders, and other stakeholders.
• Negotiation and Persuasion - Confidently negotiates with employers to secure job opportunities for service users and advocate for inclusive workplace practices.
• Public Speaking and Presentation Skills - Represents the organisation effectively at meetings, events, and presentations to promote supported employment services and raise awareness.
• Experience of delivering against a Quality Assurance Framework with experience of continuously improving quality performance.
• Experience of IPS/SEQF delivery.
• Experience delivering fidelity reviews and influencing service improvements.

Travel Requirements:

Be able to travel independently throughout the contract area to support the team in their local delivery area, be able to visit employer sites and provide support to all stakeholders. Attend team meetings/organisational events/external events.

Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic.

We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job.