Complaints Manager - Fully Remote Work

We are seeking an experienced manager to run our charity foodbank in the North Cotswolds. You need to be an excellent communicator who can manage staff and volunteers. Retail experience would be an advantage.

About North Cotswold Foodbank: North Cotswold Foodbank is a charity which provides essential food and support to people facing hardship in our area. Our seven outlets are run almost entirely by volunteers, and led by a board of trustees. The day-to-day operation is managed by a small number of paid staff who work with volunteers and trustees to provide almost 2,000 emergency food parcels per year. We don’t think anyone in our community should have to face hunger. That’s why we provide three days’ nutritionally balanced emergency food to local people who are referred to us in hardship. We are part of a nationwide community of food banks, supported by Trussell, working to combat poverty and hunger across the UK.

About the role:

• Oversee and manage the operation of North Cotswold Foodbank, its warehouse and seven outlets, focussing on operational efficiency and standards.
• In partnership with the Development Manager, guide the development of NCFB’s strategy including its material resources, financial assets, reputation, and partnerships.
• Help recruit, train and develop key members for the NCFB team, including employees and volunteers.
• Manage the food bank’s employees and our volunteers, setting clear objectives and reviewing performance as required.
• Be the key contact for local supermarkets and business partners.
• Maintain a foodbank phone and email account and keep volunteers, staff and trustees regularly informed by weekly newsletters and face-to-face contact.
• Visit all seven North Cotswold Foodbank outlets and the warehouse on a regular basis.
• Liaise regularly with outlet lead volunteers to monitor operations, risk and policy compliance.
• Ensure equipment and vehicles used by NCFB are well maintained and fit for purpose and that all drivers of NCFB transport are suitably covered by their driving licence.
• Organise and oversee annual stocktake.
• Attend meetings of local groups and organisations to raise awareness of NCFB and its aims and purpose.
• Work with Trustees and Treasurer to produce and work to an annual budget.
• Comply with the foodbank’s finance policy.
• Organise training, including safeguarding, for staff and volunteers as necessary.
• Arrange and lead steering group meetings four times per year, including drawing up an agenda and helping to implement feedback.
• Work closely with our Board of Trustees, reporting quarterly or at such special meetings as the trustees may call.
• Attend Trussell-led meetings such as roadshows and forums as required.
• Oversee PR and Communications activity, ensuring that the messages issued promote and maintain the reputation of NCFB, its values and purpose.

Who you’ll be:

• Approachable, friendly and reliable
• Excellent communicator
• Honest and reliable
• Keen to make a difference in your community
• Able to prioritise workload and work unsupervised
• Able to work with volunteers and a board of trustees
• Able to work to deadlines
• IT literate – Outlook, Microsoft Office
• Numerate and able to interpret statistical data
• Flexible toward the needs of the charity
• Empathetic and able to work with people from disadvantaged backgrounds
• Experienced in retail, hospitality or logistics
• Skilled in leadership and management
• Experienced in working with charities
• Able to manage budgets
• Have a driving licence with no more than three penalty points, and use of your own car
• Obtain and maintain satisfactory DBS clearance
• Live within 15 miles of Guiting Power GL54 5TZ

Benefits:

• 28 days’ holiday including Bank Holidays
• 3% pension contribution