Operations Manager

JOB DESCRIPTION

Operations Manager

A senior, hands-on role leading the systems, people and operational infrastructure that enable South West London Law Centres to deliver effective legal services.

Salary £40,000 per annum, plus 4% pension contribution Reports to Chief Executive Officer

Management Line management of the Reception and Administration Team; member of the Senior Management Team

Location Croydon office / hybrid, with work across SWLLC office locations as required

About South West London Law Centres

South West London Law Centres (SWLLC) is a community-based legal practice and registered charity providing free and affordable legal advice, casework and representation across six South West London boroughs. Our work includes social welfare law services, housing court duty schemes and one of the country’s largest pro bono advice clinic programmes.

Purpose of the role

The Operations Manager is responsible for ensuring that SWLLC has the people, systems, processes and infrastructure needed to deliver accessible, high-quality legal services. This is a broad senior role combining day-to-day operational management with organisation-wide improvement, compliance and strategic planning.

The postholder leads key operational functions including HR, reception and administration, pro bono and volunteer operations, digital systems, data and information governance, facilities, health and safety, and Lexcel compliance. As a member of the Senior Management Team, the Operations Manager works across the organisation to solve problems, improve how services are delivered and translate organisational priorities into workable systems and processes.

Key responsibilities

1. 1. Operational leadership and service improvement
   • Lead the day-to-day operational delivery of the Law Centre across its office locations, ensuring staff have effective systems, processes and practical support.
   • Identify and lead improvements to workflows, client-facing processes and internal administration, with a focus on reducing unnecessary manual work and making best use of limited resources.
   • Lead operational projects from scoping and planning through to implementation, staff communication, training and review.
   • Maintain clear operational procedures and ensure changes are communicated and embedded consistently across teams.
   • Manage relevant suppliers and operational contracts, monitoring performance, cost and value for money.
2. 2. People management and HR
   • Line manage the Reception and Administration Team, including workload allocation, supervision, development and performance management.
   • Coordinate recruitment across the organisation, including job descriptions, job packs, advertising, interview processes, assessments and references.
   • Oversee onboarding, induction, probation, appraisal and exit processes, maintaining accurate employment records and ensuring payroll changes are communicated to Finance.
   • Act as the first point of contact for day-to-day HR queries, supporting managers with practical guidance and escalating complex or legally sensitive matters to the CEO or external HR advisers where appropriate.
   • Monitor sickness, annual leave and flexible working arrangements and maintain accurate organisation-wide staffing information.
   • Work with the HR Sub-Committee to review HR policies and procedures and support work on staff wellbeing, development, equality, diversity and inclusion.
3. 3. Reception, enquiries, pro bono and volunteers
   • Oversee the systems and procedures used by the Reception and Administration Team to triage and signpost people seeking help from SWLLC.
   • Oversee the operational administration of SWLLC’s pro bono advice clinics and work with legal colleagues to ensure clinic processes are clear, consistent and workable.
   • Manage operational relationships with participating law firms and other pro bono partners, including expectations, processes, feedback and service issues.
   • Lead the organisation’s approach to volunteer recruitment, induction, support and feedback, including the development of volunteer and internship opportunities.
   • Handle or coordinate escalated complaints relating to enquiries and pro bono clinic services, ensuring concerns are recorded and addressed appropriately.
   • Work with the Senior Management Team to develop the scope and use of volunteers within SWLLC services and projects.
4. 4. Digital systems, data and information governance
   • Act as the organisational lead for the external IT support relationship and coordinate the resolution of organisation-wide IT issues.
   • Maintain oversight of devices, software and other IT assets, including procurement and replacement planning.
   • Lead the implementation and improvement of operational technology and digital systems, including Microsoft 365 and SWLLC’s case management and client intake systems.
   • Work with service leads and other colleagues to improve the quality, consistency and usefulness of operational data, including data collection, reporting and dashboards.
   • Lead day-to-day data protection and information governance arrangements, including policies, staff guidance, training, incident response and required regulatory administration.
   • Maintain the organisation’s cyber security arrangements and coordinate annual cyber security reviews, audits and improvement work.
5. 5. Compliance, risk, archiving and quality standards
   • Lead the operational preparation for SWLLC’s annual Lexcel audit and coordinate the review and update of the office manual and related procedures.
   • Maintain oversight of operational compliance records and ensure agreed actions arising from audits and reviews are followed through.
   • Oversee the organisation’s archiving, retention and secure destruction processes, including management of off-site storage.
   • Support the identification and management of operational risks and ensure relevant policies and controls are kept under review.
6. 6. Facilities, health and safety
   • Take responsibility for the effective day-to-day management of SWLLC’s office environments, including relationships with landlords, agents, utilities, cleaning providers and other suppliers.
   • Lead on health and safety arrangements, including risk assessments, fire safety, office reviews and actions required for Lexcel or other audits.
   • Identify and coordinate reasonable facilities and accessibility improvements where required.
   • Ensure office equipment and services are maintained and that facilities issues are resolved promptly and proportionately.
7. 7. Organisational leadership and governance
   • Be an active and visible member of the Senior Management Team and contribute to organisation-wide leadership, planning and decision-making.
   • Work with the CEO, Senior Management Team and Board of Trustees to develop and implement SWLLC’s strategic priorities.
   • Prepare and present operational updates, papers and recommendations to the Board and relevant sub-committees.
   • Contribute operational input to organisational planning, budgeting, funding applications and service development where relevant.
8. Other
   • Undertake other duties that are reasonably consistent with the seniority and purpose of the role.
   • Attend Board, committee and other organisational meetings as required.

PERSON SPECIFICATION

Operations Manager

We are looking for someone who can combine strong operational judgement with a practical, hands-on approach. The role requires someone who is comfortable moving between strategic planning and detailed delivery, and who can improve systems without losing sight of the realities of a busy frontline charity.

Essential experience and skills

• Experience in a broad operations, service management, office management or comparable role with responsibility for several organisational functions.
• Experience of line management and supporting staff to manage workload, performance and development.
• Practical experience of core HR processes, including recruitment, onboarding, probation, appraisal, absence management and employee relations.
• Strong project management and process improvement skills, with evidence of taking changes from idea through to implementation.
• Strong digital confidence, including Microsoft 365 and experience of working with business, case management or client management systems.
• Ability to develop, maintain and report on operational data, compliance records and management information, and to explain information clearly to different audiences.
• Experience of managing external suppliers, contracts, facilities or organisational infrastructure.
• Good working knowledge of UK GDPR, information governance and cyber security principles, with the confidence to give practical guidance to staff.
• Strong organisational skills and the ability to prioritise competing demands, exercise judgement and work independently in a fast-moving environment.
• A practical, solutions-focused approach, with strong attention to detail and a willingness to take ownership of problems through to resolution.
• Strong communication and relationship-building skills, with the confidence to work with staff, trustees, professional partners, volunteers and external suppliers.

Essential knowledge

• Good understanding of HR good practice and the basic employment law framework relevant to managers.
• Understanding of data protection, information governance and cyber security responsibilities in an organisation handling sensitive information.
• Understanding of health and safety and facilities management responsibilities, including risk assessment and fire safety.
• Understanding of organisational risk, compliance and the importance of clear policies, procedures and audit evidence.
• Experience in a charity, legal, advice, public service or other mission-led organisation.
• Understanding of social welfare law, legal aid or the challenges faced by people seeking access to justice.
• Experience of volunteer or pro bono programme management and of building relationships with professional partners.
• Experience of Lexcel, another quality standard, or working in a regulated environment.
• Experience of using data and dashboards to support service planning and organisational decision-making.

Approach

SWLLC does not expect one person to arrive with detailed expertise in every area covered by this role. We are looking for someone who can take responsibility, learn quickly, know when specialist advice is needed and build systems that make the organisation work better for staff and clients.

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