Head of Help, Advice and Services Operations

Head of Help, Advice and Services Operations

Location: Hybrid - min 2 days per week in Cheam, Surrey
Salary: £60,000 per annum
Hours: 35 hours per week
Department: Help, Advice and Services
Job Type: Full time
Contract Type: Permanent

As a charity, our client can't always prevent the tricky, stressful, sad stuff from happening. But when it does happen, they help current, former and retired civil servants get the best support. Join them as they embark on the next phase of their strategy to ensure they can be there when people need them the most.

Their Help, Advice and Services team is at the forefront of dealing with the day-to-day challenges faced by their applicants. As the Head of Help, Advice and Services Operations, you will be managing the delivery of the Charity's help, advice and services - including grants, advice and services - ensuring that they are providing timely and effective support to their applicants, as well as continuously improving their user experience.

You will be a subject matter expert and make high-level decisions on our complex, help-related cases. You will also give recommendations on the Charity's help strategy, policies and key priorities, so they can plan for the most impactful delivery of help.

As a member of the senior management team, you will have an important role in delivering the Charity's strategic and business plans. Moreover, you will represent the Charity externally at events and help the build awareness on the Charity's work.

To be successful in this role, you will have experience of managing services performance and caseloads, as well as experience of managing teams in a hybrid work environment. You will also have an in-depth understanding of the charitable and grant-giving sectors, and knowledge of the statutory benefits.

In return, they can offer you excellent benefits including birthday leave, home working allowance, health cash plan, Headspace, life assurance, excellent pension, generous annual leave, and interest free loans for season tickets and their cycle to work scheme.

They offer a hybrid working arrangement, which allows staff to balance their work and home lives. The successful candidate for this role will be expected to work from the head office in Cheam, Surrey at least two days per week - including on a Tuesday, which is their anchor day.

To apply, please submit your CV and a covering letter that states why you would be suitable for this role. The closing date for applications is 23 March 2025, 11.59pm. First interviews will be held online on 26 and 27 March. If any of these dates will be difficult for you, please mention in your cover letter.

They expect this role to be popular and so applications may close earlier than stated if there are a large number of applicants. You are encouraged to apply as soon as possible to avoid disappointment.

Our client are committed to building and developing a workforce which reflects the diversity of the civil service community that they support. They seek to ensure all job applications are treated fairly, with respect and without bias and they encourage applications from suitably experienced candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, or any other factor.

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