Customer care manager jobs

We are looking for a Senior Supporter Care Manager, this role reports to the Director of Development and Communications.

The successful candidate will have significant experience in a supporter care, supporter experience or donor services environment within the charity sector, with proven experience of managing and developing teams. You will be flexible, able to work under pressure and manage a busy and sometimes competing workload. You will be able to effectively plan, implement, and balance your workload to continuously support Operation Smile UK’s fundraising programme.

Key Responsibilities

Reporting to the Director of Development and Communications, your duties and responsibilities will include, but are not limited to:

Team Leadership & Development

• Lead, develop and motivate the Supporter Care team, fostering a positive, inclusive and supporter-focused team culture.
• Manage and maintain a robust internal call handling and outbound calling training programme — covering inbound supporter care, retention and winback conversations — for both members of the Supporter Care team and across the organisation.
• Ensure internal SLAs are met, overseeing quality through delivery of response times (by channels) and credible and clear communications with our supporters.

Supporter Care & Experience

• Oversee the delivery of high-quality, timely and empathetic responses to supporter enquiries across all channels, including handling complex enquiries, complaints and managing escalations where needed.
• Act as Operation Smile UK’s supporter experience expert, shaping and reviewing supporter-facing content, acknowledgement letters, calling scripts and digital communications to ensure a consistent, high-quality experience across all touchpoints.
• Own the development and review of all supporter-facing communications and internal supporter care materials, ensuring they reflect best practice and deliver a consistent supporter experience.
• Manage and monitor the call review and vulnerable persons programme to ensure high standards are maintained in all telephone interactions, including those involving external agencies.
• Oversee the processing of acknowledgements and problem payments.
• Manage an efficient stock control system to ensure the team maintains sufficient stock to meet fulfilment KPIs.

Supporter Retention & Engagement

• Play a leading role in supporter journey design, engagement and stewardship projects, using supporter insight and feedback to shape and improve the experience at each stage.
• Ensure the supporter experience is considered in all new and existing supporter journeys across the organisation, acting as the voice of the supporter in cross-functional planning.
• Work alongside the Retention and Legacy Fundraising Lead to develop and deliver supporter journeys across all donor segments, including regular givers, high value donors, the core donor base, and legacy prospects and pledgers, providing operational insight and delivering outbound retention and winback calling activity as part of the wider retention programme.

Budget & Performance Monitoring

• Support the development and monitoring of budgets relating to supporter care activity, including response handling costs and supplier spend, working collaboratively with the wider fundraising team to maintain oversight of response forecasts and performance.
• Monitor supporter care and experience performance, analysing feedback, satisfaction data and operational KPIs to drive service improvements.
• Contribute to supporter experience initiatives and transformation projects, supporting the implementation of improved processes, systems and ways of working, and proactively identifying opportunities to enhance the supporter experience.
• Set, monitor and report on supporter response times and service level targets across all communication channels, ensuring the team consistently meets or exceeds agreed standards and identifying areas for improvement.

Data, Processes & Compliance

• Ensure accurate and efficient processing of supporter income and data, overseeing processes including Gift Aid, data handling, reconciliation between systems and daily banking of income received.
• Manage the development and documentation of procedures covering all supporter care processes and data capture.
• Support colleagues in their use of the CRM database and maintain data entry procedures.
• Maintain Operation Smile UK’s commitment to supporter care and data protection, and ensure that policies relating to these areas are developed and upheld.

Cross-Team Collaboration & Partner Management

• Work collaboratively across fundraising, communications and data teams to ensure a consistent, high-quality supporter experience across all campaigns and channels.
• Take a lead in managing relationships and processes with response handling agencies and other external partners.

Interviews will be conducted in person at our office on Monday the 22nd June & Wednesday 24th June. 

Disability Confident Committed Employer

We're a Disability Confident Committed employer, so we guarantee an interview to any disabled applicant who meets the minimum requirements for the job.

At Operation Smile UK, we value individuals based on their performance and potential. We're dedicated to creating a diverse and inclusive workplace that supports everyone's needs. We're happy to make reasonable adjustments throughout the application and employment process, and we particularly welcome applications from diverse backgrounds.

If you need this document in a different format, require any adjustments, or need help with your application, please contact us (further details contained within the job description).

Equality, Diversity & Inclusion

Operation Smile UK knows fundraising could better reflect the diverse backgrounds and experiences of the people the charity sector supports. If you don’t meet every requirement but believe your transferable skills align with the role, we encourage you to contact us for a conversation. 

We want our team to reflect the diversity of the communities we serve, offering equal opportunities to everyone, regardless of, age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

We celebrate diversity and encourage you to bring your authentic self to Operation Smile UK. We are committed to supporting all applicants and ensuring a fair hiring process. All appointments will be made solely on merit, and we are happy to make reasonable adjustments throughout the recruitment process. 

We have a growing community of generous, dedicated donors, eager to increase in their generosity; it is our goal to rise to the challenge by partnering with them and facilitating their generosity with biblically grounded, practical guidance. 

This is an exciting role supporting a specialist service that requires a high level of accuracy, responsiveness and care. The team manages a broad range of responsibilities, including customer service, account and relationship management, compliance checks, legal and investment-related activity. You will play a crucial role in enhancing customer satisfaction by providing Stewardship donors and partners with a seamless, impactful service that brings our mission to life.

Occupational Requirement (OR)

As a result of our Christian ethos, this post is covered by an Occupational Requirement (OR) under Part 1 of Schedule 9 to the Equality Act 2010. The successful applicant will be expected to be a practising Christian and to clearly demonstrate a personal commitment to the mission, principles, values and practices contained in our Ethos Statement, by:

· Active membership of local church congregation.

An understanding of the faith aspects of the work of Christian charities, including the preparedness to pray with colleagues, where appropriate.

We're looking for a kind, compassionate and resilient Domestic Abuse Refuge Service Manager to join our Domestic Abuse Social Care Service in Tower Hamlets. No personal care or experience required, just the right values.

£40,000.00 per annum, working 40 hours per week.

Want to feel valued? You'll feel at home here.

Our benefits include:

• Annual leave increasing up to 30 days with length of service
• Free DBS
• A generous pension - we will contribute up to 8% and life assurance cover up to 3x pensionable salary (T&Cs apply)

All applicants must be legally eligible to work in the UK by the start of employment as Look Ahead are not able to offer sponsorship.

What you'll do:

This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead

Service Leadership and Operational Management

• Lead the day-to-day delivery of the refuge service, ensuring a safe, high-quality, trauma-informed environment for women and children fleeing domestic abuse.

Safeguarding, Risk and Safety Management

• Oversee the completion and quality assurance of customer risk assessments, individual safety plans, and support plans to ensure they remain person-centred, responsive, and outcome-focused.

Staff Leadership and Performance Management

• Provide strong and effective leadership to the refuge team, creating a positive, inclusive, and high-performing culture focused on delivering excellent customer outcomes.

Quality Assurance, Partnerships and Service Development

• Work collaboratively with the Head of Service and Quality team to ensure the service consistently delivers excellent standards of support, achieves compliance requirements, and embeds best practice across all areas of delivery.

Compliance and Professional Practice

• Ensure all work is carried out in accordance with organisational policies, procedures, legislation, and professional standards.

About you:

Knowledge and Experience

• Extensive knowledge and understanding of domestic abuse and Violence Against Women and Girls (VAWG), including the impact on women, children, and families.

Skills and Abilities

• Ability to lead, motivate, and develop teams to deliver high-quality, trauma-informed services.
• Strong risk assessment, decision-making, and problem-solving skills, particularly in relation to safeguarding and high-risk cases.

About us

Look Ahead is committed to safeguarding and promoting the welfare of children and adults at risk, and expects all employees, workers and volunteers to share this commitment.

If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities. If this occurs you would not need to submit another application for the alternative role.

We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closed date.

We are committed to diversity and inclusion at work and are accredited with Silver in the Inclusive Employers Standard 2021. We are a proud member of the Employers Domestic Abuse Covenant and encourage applications from a diverse range of applicants of all backgrounds.

Team: Retail

Location: West Region (Covering South Wales, Bristol & Reading)

Work pattern: 35 hours per week, Monday to Friday with some working weekend

Salary: Up to £44,289.75 per annum + £3,600 car allowance

Contract: Permanent

We are the UK’s largest cat welfare charity. All over the country, our passionate employees, volunteers and supporters are using their kindness and expertise to make life better for millions of cats and the people who care for them.

Will you join us and make life better for cats?

Responsibilities of our Area Retail Manager:

• Drive commercial performance across the Area by maximising income, controlling costs, and applying strong commercial judgement and creativity.
• Lead and develop shop teams (employees and volunteers) to deliver excellent retail performance, safe daily operations, and strong results across donated goods, new goods, online sales and Gift Aid.
• Act as a Cats Protection brand ambassador, role-modelling the charity’s values while ensuring high-quality shop standards, people management, and effective Area-wide operations.

About the retail team:

• Our retail operation consists of over 80 charity shops
• Each of our shops has its own charm and personality due to our dedicated volunteers and colleagues. From vintage jewellery and jigsaws to harps and handbags, whether our customers are looking for that 'must have' item or simply a 'missing piece'.

What we’re looking for in our Area Retail Manager:

• Experience of managing in a multi-site retail operation
• Experience of managing employees, including recruitment, engagement, retention, performance management and dealing with workplace issues
• Experience of setting and managing income and expenditure budget

• Demonstrable experience of effective decision-making

• Experience of managing health and safety processes and issues in a retail environment
• Full, valid UK driving license and access to own vehicle

What we can offer you:

• range of health benefits
• 26 days’ annual leave plus bank holidays, increasing with length of service
• Salary Finance, which empowers you to take control of your financial wellbeing
• and much more, which you can learn about

Interested? Here’s how to apply:

Application closing date: 17th June 2026

Virtual interview date: Week commencing 22nd June 2026

Applications may close before the deadline, so please apply early to avoid disappointment. Please note, applications received after the closing date may not be responded to.

If you’re enthusiastic about this opportunity but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway and demonstrate how your experience is transferrable.  You may be just the right candidate.

If successful, your recruitment journey will include:

1. Anonymised application form
2. Virtual interview via Microsoft Teams
3. In person meeting/final stage interview

Please note, the process may change slightly dependent on application numbers. We will inform you of any relevant changes.

Please email if you require any adjustments to be made for you to complete your application or to participate in the recruitment journey

Battersea is seeking a Service Improvement Manager for a one-year opportunity leading meaningful change in our London cattery. This is an ideal role if you’re ready for a career change and want to make a real difference.

Our London cattery cares for over 130 cats every day, supported by a dedicated team of more than 45 colleagues working seven days a week across intake, welfare, and rehoming. Working closely with behaviour, clinical, and foster teams, the centre successfully rehomes at least 1,000 cats each year, offering a rewarding environment for anyone who wants to see the direct impact of their work.

We are now looking for an experienced leader to review how our service operates and improve the flow and efficiency of our processes. You’ll lead a programme of service evaluation and continuous improvement, driving practical changes that deliver better outcomes for cats and a more engaging experience for our teams. This role could be a great fit if you’re motivated by making a difference through improvement.

Reporting to the Head of Centre Operations and working closely with the London Centre Manager, you’ll shape and deliver improvements that align with Battersea's culture and long-term ambitions. This role combines strategic thinking with operational leadership, requiring someone who can bring people on the journey and embed lasting change.

You don’t need an animal welfare background, we welcome candidates from sectors such as health and social care, retail, or customer service. What matters is your ability to lead change, improve services, and your enthusiasm for making a positive impact. This role is a great opportunity for someone who loves animals and is looking for something more meaningful in your next role.

What we can offer you:

In return for your commitment to our cause and to recognise the value of our employees, Battersea offers a range of benefits to support the wellbeing of our employees. These include:

• 36 days of annual leave (inclusive of 8 days Bank Holiday leave allowance) per year for full time employees (pro-rated for part-time employees).
• Discounted gym memberships and cycle to work schemes.
• Employee Assistance Programme and access to Wellbeing Resources.
• Generous pension contributions - up to 10% employer contribution.
• Free healthcare cash plan, where you can claim for a range of treatment including dental, optical, physiotherapy, chiropody and acupuncture every year.

We are also committed to providing learning and development to our employees. During your time with us, we provide support for your professional and career development, including access to digital and in-person training programmes, leadership and management training, mentoring and much more.

Working with our animals:

Working with our rescues is a very rewarding experience. Your work plays a vital role in giving our dogs and cats a chance at finding their forever home. Everyday will be different and will come with its own unique challenges. We are looking for people with the resilience and adaptability to handle all aspects of this role. It is important to note that the role does involve a lot of physical tasks which are required to provide the exceptional standards of care to our animals.

Diversity and inclusion:

We are committed to providing a welcoming and inclusive experience for all staff, volunteers and trustees and those hoping to join us. We operate an anonymised shortlisting process and actively seek to ensure our process is fair and equitable for all.

We understand the value of diverse voices, perspectives, and experiences to help us deliver even more for our dogs and cats, and we welcome applicants from all sections of the community.

As a Disability Confident Committed Employer we will ask about any adjustments you may need at application and/or interview stage, and if you are offered a role with us, we’ll talk to you about any workplace adjustments you may need to help you perform at your best. Greyscale copies of the recruitment pack are also available on request.

More about us:

At Battersea, we aim to never turn away a dog or cat in need of help. We give each one lots of love, expert care and get to know their characters and quirks so we can find them a new home that’s just right for them. Join us and help us be here for every dog and cat, wherever they are, for as long as they need us.

Acceptable use of AI:

At Battersea, we value expertise. We recognise each candidate that applies to us will have a range of expertise they can offer us, so we want to hear about this in your own words. We understand the support that generative artificial intelligence (AI) software can offer but it can also lead to numerous applications presenting as generic and impersonal. This makes it difficult to gain understanding of your unique experience.

To best showcase yourself, we encourage you to write your responses without the assistance of AI. If you require the use of AI software to aid in completing your application, we ask you use the generative responses as a prompt for writing your answers and avoid copying and pasting. You must also ensure the information presented in your application accurately reflects your experience.

Closing date: 18th June 2026. Shortlisting will take place on 19th June.

All applications must be submitted before the closing date advertised. We reserve the right to close the vacancy early if a high volume of applications is received.

Interview date(s): First Stage Interview (Online): 23rd June 2026. Second Stage Interview (In-Person): 30th June 2026

For more information about the role, please download our Recruitment pack.

About us 
At CharityJob, we help charities find people who share their purpose, faster and more easily. We’re passionate about fair and effective recruitment and listening to our candidate and recruiter customers to improve our products, content and marketing.

We’re the number one job board in the UK for charities. And we provide leading technology to support our recruiters, including an applicant tracking system, as well as our sister networking platform, CharityConnect.
 
We’re motivated by the belief that great people power great causes. We’re a mission-led, commercially sustainable business that balances social impact with innovation, collaboration, and high standards of service. We have around 30 employees working for us across marketing, product, sales, software development and finance.

Our team cares deeply about the sector we serve and the experience of everyone who uses our platform. Working here means contributing to a product that helps charities thrive, while being part of a supportive, inclusive workplace where ideas are valued and personal development is encouraged.   
 

About the role 

We’re looking for a Senior Content Manager on a 12-month fixed-term contract to cover maternity leave. You’ll lead on all content across the organisation, including two blogs (our Career Advice blog for candidates and our Recruiter Insights blog for recruiters), our email and e-newsletter copy, sales collateral, product messaging, PR campaigns and anything else needing an expert editorial eye. 

Annual leave: 25 days (+ bank holidays) 
Reporting line: you’ll report to the Marketing Director and be part of the Marketing team. 
Hours: 9am-5.30pm (with reduced hours of 9am – 5pm in December and August). Flexibility will be considered. 
Working arrangements: this is a hybrid role, with two fixed days a week (Tuesdays and Thursdays) working in the office. 
Job application process: to apply, please send your CV and answer a few short screening questions.  
We can only accept applications for this role from applicants who live in the UK. 
  

Job description 
What you’ll be working on: 

• Regularly planning and producing content for the CharityJob blogs. 

• Updating the content calendar with article revisions and new content in line with business needs, seasonal trends and sector updates.

• Continually monitoring and maintaining our existing blog content, including optimising performance, working with our external agency to fill content gaps and conducting keyword research to improve organic content reach. 

• Leading on SEO across the organisation, including managing our relationship with our external agency, acting on their recommendations and liaising with our in-house development team. 

• Working closely with the Senior CRM Manager to write copy for promotional and service emails and trigger campaigns. 

• Working closely with our external agency to manage digital PR campaigns to raise awareness of CharityJob and our products with trade, local and national press. 

• Editing product copy to make sure that the right messages and prompts appear in the right places and in the right tone of voice across our website and products to help achieve business objectives. 

• Producing supporting or customer-facing documents for our sales team. 

• Writing guides and other long-form content, and briefing designers to deliver a finished product. 

• Managing content produced for and with CharityJob’s partner organisations.

• Copyediting and proofreading copy and documents across the organisation. 
   

This job is for you if: 

• You understand the role of content marketing in the overall marketing strategy and customer journey. 

• You have excellent copywriting skills, particularly for email campaigns and landing pages. 

• You have a good knowledge of SEO and Google Analytics (AI search would be a bonus) 

• You can highlight key feature benefits in new software products and distil these into engaging content and copy. 

• You have excellent proofreading and copyediting skills and a keen eye for detail. 

• You’re used to successfully juggling multiple projects, working calmly under pressure and managing tight deadlines. 

• You have some experience of working with and managing third-party suppliers.

Are you an experienced marketing professional who is passionate about dogs?
We’re looking for a Legacy Campaign Manager, who will be responsible for delivering multiple legacy products, with a particular focus on delivering a first-class stewardship programme to our loyal supporters. 

What does this role involve?
As Legacy Campaign Manager, you will:

• work closely with external agencies to deliver key legacy products, including gifts in wills, In Memoriam gifts and our Canine Care Card,
• collaborate with other teams in the Individual Giving directorate to deliver an excellent supporter journey to all those who donate, from handling individual responses to delivering stewardship events,
• creatively bring our brand message to life, helping supporters understand the impact of their loyalty,
• monitor and analyse outcomes from projects, being on the ball and proactively identifying ways to improve and accelerate supporter experiences.

Interviews for this role are provisionally scheduled for week commencing 30th June 2026 and will take place on Teams.

Could this be you?
To be successful in this role, you’ll need some fundraising experience, ideally with experience in legacy or in memory donations. You’ll be an excellent written and verbal communicator, combined with strong emotional intelligence to discuss legacy sensitively. You’ll have strong IT skills, as well as some experience of working with a CRM. A commitment to the aims and objectives of Dogs Trust is essential.

About Dogs Trust
We love dogs. That’s why we do whatever we can to make sure every four-legged friend gets the love they deserve. We’ll never put a healthy dog down, so our work is focused on helping dogs in need, supporting owners every step of the walk, and creating a better world for dogs in the future. It’s what we’ve been doing since 1891 and how we’ve grown to become the UK’s leading dog charity, helping 12,000 loyal friends find their forever homes every year.

To apply for this position please click the APPLY NOW button. Our application process requires you submit a personal statement explaining your interest and suitability for the role.
 
Dogs are incredibly diverse, much like the humans that love them! At Dogs Trust we value diversity, and we're committed to fostering an inclusive culture. We actively encourage applications from people of all backgrounds, abilities, and cultures and believe that a diverse workforce helps us to achieve our mission. Our colleague networks give our people a voice, acting as vehicles for real and meaningful change within Dogs Trust. We truly want to see every candidate shine throughout the entire job application process, interview stages, and during their time with us. If there's anything on your mind or any adjustments you may need, don't hesitate to reach out to us. We're here to support you every step of the way.

We're looking for a kind, compassionate and resilient Customer Contact Centre Officer to join our Central Service Team located in Islington.

£26,936.00 per annum, working 35 hours per week.

Fixed Term Contract for 12 months

Want to feel in control of your career? You'll feel at home here.

Our benefits include:

• Annual leave increasing up to 30 days with length of service
• Free DBS
• A generous pension - we will contribute up to 8% and life assurance cover up to 3x Pensionable Salary (T&Cs apply)
• Exclusive discounts and cashback via Reward Gateway® and opportunity to buy a Blue Light Card

All applicants must be legally eligible to work in the UK by the start of employment as Look Ahead are not able to offer sponsorship.

To provide a Customer Call Centre as the "first point of contact" within Look Ahead for customers, staff, contractors and external agencies for rent, housing benefit, service charge, repairs, complaints and customer support queries.

What you'll do:

This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead.

• As a member of the Customer Call Centre be the first point of contact for customers and staff
• throughout the organisation on all enquiries
• Deal with enquiries on Housing Management, Maintenance and Customer Support
• Receive and action maintenance requests for owned, managed or leased properties
• Receive, log and transfer complaints received in accordance with Look Ahead's policy and procedure
• Data entry into IT systems and databases for reporting and performance indicators
• Support of administration functions within the team

About you:

• Approachable and open behaviour. Works as part of a group or team
• A strong approach and commitment to providing an excellent customer service
• Is fundamentally calm and resilient, does not let emotion adversely affect them or obscure their

What you'll bring:

Essential:

• Educated as a minimum to GCSE English and Maths or equivalent
• IT literate and can use Microsoft software packages and housing management systems
• Customer service skills especially verbal
• At least two years experience in working in a call centre, property and/or customer services environment

About us:

We have a strong social purpose and we live and work by our values:

• We focus on Excellence and innovation.
• We are Caring and Compassionate.
• We are Inclusive and Trusted.
• We work in Partnership and are One-Team.

Look Ahead is committed to safeguarding and promoting the welfare of children and adults at risk, and expects all employees, workers and volunteers to share this commitment.

If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities. If this occurs you would not need to submit another application for the alternative role.

We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closed date.

We are committed to diversity and inclusion at work and are accredited with Silver in the Inclusive Employers Standard 2021. We are a proud member of the Employers Domestic Abuse Covenant and encourage applications from a diverse range of applicants of all backgrounds.

We're the UK's specialist blood cancer charity and our vision is clear: we’re here to beat blood cancer. We fund world-class research; provide information and support to patients and their loved ones; and raise awareness of blood cancer.

We are looking for a CRM Specialist to maintain and develop Blood Cancer UK’s CRM, ensuring high-quality, reliable and compliant data that enables teams across the organisation to deliver against our strategy. You will play a key role in improving data integrity, managing data flows, and strengthening the systems and processes that underpin supporter engagement, fundraising activity and reporting. Working closely with colleagues across ICT, Data and Innovation, Fundraising, Supporter Relations and Finance, you will help ensure our CRM is effective, well-governed and continuously improving.

The successful candidate will be confident working with relational databases and CRM systems, with strong SQL and Excel skills and a keen eye for detail. You will combine technical expertise with a problem-solving mindset, supporting users across the organisation, troubleshooting data issues, and identifying opportunities to improve processes through automation and better ways of working. You will also contribute to documentation, governance and training, helping build confidence and capability in CRM use across teams.

Regular travel to our London office will be required, typically once per month or as the role demands.

We welcome applications for part-time or full-time working patterns. The minimum part-time hours for this role are 21 hours per week, with 28 hours also available, up to full-time. Please clearly state your preferred working hours in your cover letter.

We are committed to actively promoting equality, diversity, and inclusivity. In line with our strategy we welcome approaches from individuals from underrepresented groups, including minority communities, and applicants with a disability, to better reflect the community we serve and help broaden our perspectives.

Operations Manager

Type: Full-Time (40 hours per week)

Reports to: Director of Operations

Location: Westminster, London (expectation of working from our office 2-3 days a week)

Salary: c£68,000, depending on experience

Start date: We expect to complete interviews  in July, with the successful candidate joining the team as soon as possible thereafter, subject to reference checks and notice period.

How to apply: Please submit your application via our website. 

About CLTR

The Centre for Long-Term Resilience (CLTR) is a UK-based, non-profit and independent think tank with a mission to transform global resilience to extreme AI and biological risks. We achieve this by working with governments and institutions, offering targeted, evidence-based advice designed to enhance understanding, decision-making and governance.

The Role

The Operations Manager is a key hire within our small but highly effective Operations Unit, sitting alongside a People Operations Manager and reporting directly to the Director of Operations. The Operations Manager will play a pivotal role in supporting CLTR’s overall operations, working across units and delivering projects spanning cybersecurity, finance, administration, data protection, office management and others.

This is a hands-on, generalist role suited to a skilled and self-motivated operator who thrives in a fast-paced environment and is comfortable switching between strategic project management and day-to-day delivery. You will have the confidence to take on new challenges and the ability to communicate clearly with internal teams, contractors and external service providers to drive impact.

You will take ownership of key operational systems and processes, lead on our internal cybersecurity and IT operations (in partnership with our external managed service provider), and support a range of compliance, administrative, and organisational improvement projects. As the organisation grows, this role will be central to building the infrastructure that supports a scaling team.

What you’ll do:

Project & Operations Management

• Project manage key operational initiatives from initiation through to delivery, maintaining clear plans, timelines, and stakeholder communication.

• Support the Director of Operations in developing and implementing operational strategies aligned with the organisation's growth plans.

• Identify inefficiencies in existing systems and processes and drive improvements, ensuring the organisation is well-positioned to scale.

• Maintain operational documentation, process guides, and internal knowledge management systems.

Cybersecurity and IT:

• Serve as the primary internal point of contact for our external IT and managed security service provider, ensuring service levels are maintained and issues are resolved promptly.

• Oversee day-to-day IT operations including device management, software licensing, onboarding/offboarding technology needs, and user support escalations.

• Lead the implementation and ongoing management of the organisation's cybersecurity policies and controls, in line with relevant frameworks (e.g. Cyber Essentials).

• Maintain and develop an asset register, acceptable use policies, access controls, and incident response procedures.

• Proactively identify and mitigate IT and security risks as the organisation grows, including preparing for future infrastructure needs.

• Coordinate internal roll out and learning around AI tools.

Compliance & Governance Support

• Maintain and update internal policies in coordination with the Director of Operations, People Operations Manager and relevant leads.

• Support the People Operations Manager with HR-adjacent compliance requirements where appropriate (e.g. right to work checks, DBS, data handling).

• Support organisational compliance activities, including data protection (UK GDPR) and any sector-or donor-specific regulatory requirements.

• Assist in preparing for and managing external audits, accreditations, and due diligence processes.

Office & Administrative Operations

• Oversee the smooth day-to-day running of office operations, including facilities management, supplier relationships, and procurement.

• Manage relationships with key operational suppliers and service providers, reviewing contracts and ensuring value for money.

• Provide flexible administrative support to the Director of Operations and wider Operations Unit as needed, with a can-do approach to varied tasks.

• Support the planning and logistics of internal events, offsites, and all-staff meetings.

• Provide flexible operational support to the Risk Management Unit (0.5 days per week)

Organisational Development

• Contribute to scaling the organisation's operational capabilities as headcount grows, including helping to onboard new staff, implement new tools, and embed operational best practice.

• Play an active role in fostering a well-organised, collaborative, and mission-aligned working culture.

• Any other tasks as reasonably requested by your line manager.

Person Specification

Essential

• Proven track record in an operations, project management, or business management role.

• Strong project management skills, with the ability to manage multiple workstreams simultaneously and deliver to deadlines.

• Proven ability to manage IT and/or cybersecurity operations, ideally including experience working with external managed service providers.

• Experience supporting compliance or governance functions, including working knowledge of UK GDPR and data protection practice.

• Exceptional attention to detail and organisational skills, with a systematic approach to documentation and process management.

• A self-starter mentality — comfortable with ambiguity, able to take initiative, and happy to roll up their sleeves on both strategic and administrative tasks.

• High agency and a proactive, ownership-driven approach — you follow through on commitments, adapt quickly, and don't wait to be told what needs doing.

• Excellent interpersonal skills, able to communicate clearly, kindly and directly — giving and receiving feedback openly, and building strong relationships across teams and with external partners.

• A genuine commitment to CLTR's mission and an understanding that getting the operations right is what enables high-impact work to land.

• Eligible to work in the UK. Unfortunately we are unable to sponsor visas for this role. 

Desirable

• Experience working in a not-for-profit, think tank, research organisation, or similarly mission-driven environment.

• Project management qualification such as PRINCE2 or Agile.

• Familiarity with cybersecurity frameworks such as Cyber Essentials, NIST, or ISO 27001.

• Experience supporting organisational scaling or managing change in a growing team.

• Strong digital literacy and experience working with tools such as Claude, Gemini, Asana and WordPress, and the ability to learn new software rapidly.

• Experience managing procurement and supplier contracts.

Location and Travel Requirements

Flexible location within the UK, with the expectation of attending our central London office at least twice-to-three times a week, including Mondays. We are open to discussing remote and flexible working arrangements with candidates.

Salary and Benefits

£68,000, depending on experience. If you are interested in this position, but the salary is a barrier to applying, please get in touch with our team to discuss.

In addition to your salary, CLTR offers a generous benefits package which includes:

• 30 days annual leave, plus public holidays;

• £5,000 (before tax) annual wellbeing budget, for you to spend at your discretion on items such as gym membership, therapy, meditation, etc.;

• £3,000 annual learning and development budget, plus up to five days paid work time;

• £2,000 onboarding grant for equipment and supplies;

• A pension contribution scheme (up to 7% employer-matched contribution);

• Private health insurance;

• Group life insurance;

• Generous parental leave benefits; and

• Paid office lunches twice a week including on Mondays.

Working with CLTR also comes with a commitment to caring deeply about your wellbeing, career development and overall experience working with our team, and to respect your preferred working patterns, including flexible working hours as agreed with line managers, wherever possible.

How to apply

To apply for this role, please submit your CV and a cover letter (no more than two sides of A4) via our website by 9am UK time on Monday  22 June 2026. Please use your cover letter to demonstrate how you meet the person specification, and how you would approach the responsibilities of this role in practice.

We plan to conduct first round interviews online with selected candidates during the week commencing 29 June 2026.

Final interviews will be held in person during the week commencing 13 July 2026 at CLTR’s office in London.

If you have any questions regarding the process or dates above, please get in touch.

Equal opportunities

As an employer we encourage candidates from all backgrounds to apply and do not discriminate based on age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also warmly welcome applicants returning to work after career breaks.

We know that our organisation is strengthened by the rich variety of perspectives that a truly diverse workforce brings. We want to make sure that our selection processes are as fair as they can possibly be, providing a level playing field for anyone who wants to come and work at CLTR.

Therefore, if you have any special access requirements or other support needs throughout the application process, including interview, please get in touch so we can talk through any adjustments you need in complete confidence, and make arrangements on your behalf.

Adjustments can be whatever you need them to be, whether that’s around accessibility, preparation time and space, or just travel expenses to get you to an interview. Let us know what you need, and we’ll do everything we can to make sure you’re getting a fair opportunity to succeed.

We’re looking for an experienced project manager to lead our most significant, "high-reward" strategic initiatives. These are the projects that change the way we operate as an organisation. 

This isn't just about moving cards on a Trello board; it’s about interpersonal leadership. You will be leading cross-functional teams of people who don't report to you, requiring a masterclass in "soft power," diplomacy, and drive. You’ll also be our lead on high-level procurement, negotiating contracts with external partners and ensuring our technologists deliver exactly what the charity needs. 

You will provide the professional framework and leadership necessary to move projects from conception to completion. You will act as the "bridge" between our strategic goals and operational reality, ensuring that every project delivers maximum value to the families we serve and the donors who support us.

Key Responsibilities:

Project Leadership & Governance

• End-to-End Delivery: Own the project lifecycle for high-stakes initiatives, applying Prince 2 principles to ensure projects are delivered on time, within scope, and to budget.
• Strategic Risk Management: Identify potential "roadblocks"—whether cultural, financial, or technical—and develop robust mitigation plans to keep the organisation protected.
• Outcome Focus: Ensure that project success is measured not just by "completion," but by the long-term positive impact on the charity’s efficiency and mission.
• Budgetary Oversight: Manage project budgets effectively, ensuring financial transparency and value for money in a charity context.

Collaboration & "Soft Power" Leadership

• Matrix Management: Lead multi-disciplinary project teams (Fundraising, Marketing, Operations, etc.) where you do not have direct line-management authority. You will be an expert at building rapport and securing commitment from busy colleagues.
• Stakeholder Influence: Work closely with the Senior Leadership Team and departmental managers to maintain alignment and navigate competing priorities.
• Change Management: Recognise that new systems or processes require a shift in culture. You will lead the "people" side of change, ensuring staff are supported and engaged throughout the transition.

External Partnerships & Resource Management

• Strategic Procurement: Lead the selection and onboarding of external service providers or consultants. This includes defining requirements, evaluating tenders, and conducting high-level contract negotiations.
• Vendor Accountability: Act as the primary point of contact for external partners, ensuring they meet their contractual obligations and provide value for money.
• Expert Liaison: Work confidently with subject-matter experts (SMEs)—whether they are technologists, legal consultants, or financial experts. You will translate complex "expert-speak" into clear, actionable insights for the wider team.

3. The Working Environment

Our projects often involve updating the "engine room" of the charity. While this is not an IT role, you will frequently lead projects involving:

• Complex software integrations (CRM, Finance, and Web/Digital).
• Data-driven transformations to improve fundraising and marketing.
• Operational process re-engineering to improve service delivery to families.

Person Specification

Essential:

• Prince 2 Practitioner (or equivalent project management framework)
• Significant experience leading cross-functional projects in a mid-to-large organisation
• Proven ability to influence and lead teams without direct line authority
• Demonstrable experience in contract negotiation, budgeting, and procurement
• Ability to communicate complex concepts clearly to diverse audiences
• Ability to remain calm and focused when leading high-pressure, time-sensitive projects
• Ability to take a pragmatic approach, knowing when to stick to the "rulebook" and when to adapt your approach to suit the charity’s unique culture
• Ability to think critically, not being fazed by technical jargon or expert complexity; you ask the right questions to get to the heart of a challenge

Desirable:

• Experience in organisational design or change management
• Experience managing high-value capital expenditure
• Experience presenting at a board or executive level
• Experience in the charity or non-profit sector

Additional Information:

Due to the nature of the role and the organisation, we believe that this post is subject to an occupational requirement that the holder be a practising Christian under Part 1 of Schedule 9 of the Equality Act 2010. The role holder will additionally need to confirm that they affirm the Statement of Faith of Care for the Family.

Terms and Conditions:

This is a full-time, permanent position. The salary will be up to £39,500 per annum, depending upon experience.

This position is 37 hours per week.

The position is offered subject to the satisfactory completion of a three-month probationary period.

Holiday entitlement is five weeks per annum, rising to six weeks after two years’ continuous service, plus statutory holidays.

CFF operates a group personal pension scheme and will contribute to an employee’s plan, within the scheme, a monthly payment equivalent to 10% of their gross monthly salary once conditions for entry to the scheme have been met.

We are excited to be supporting St. Lukes Hospice (Basildon & District), to find a part time Supporter CRM & Data Manager.

This is a hybrid role based at the peaceful countryside Thurrock Hospice site in Essex, with 22.5 hours (3 days) per week, working pattern can be discussed. (£18,034.28 - 23,393.39 depending on experience)

The Charity
A passionate and collaborative hospice, dedicated to working in partnership with the community and committed to providing high quality, safe and supportive specialist palliative care services.

You would be joining an inclusive and supportive team with access to employee benefits that include:

• They offer 30 days holiday plus bank holidays.
• Various discount cards and subsidised meals to helping give you access to healthy food options.
• A pension scheme with Scottish Widows.
• Organised social events every quarter and special events.
• Free parking.

The Role
Development, management and review of processes and procedures for all fundraising income and data across on and offline platforms.

Management and development of the Hospices supporter CRM (Donorflex), leading the relationship with the CRM provider and other data management suppliers.

Development and implementation of appropriate CRM training and reference materials for the Hospices CRM users.

Management of the fundraising and marketing data selection function.

Management of the teams reporting and insight function, ensuring provision of necessary reports, insights and learning to support future income.

Work with key colleagues across the organisation to support the wider Hospices Data Strategy and development of our data architecture.

Line management, development and provision of professional support and guidance to our Supporter Data Officers and volunteers.

The Candidate
Experience of CRM database management with excellent knowledge of CRM databases.

Experience of managing income and data processes and reconciliation.

Experience of working with data for marketing purposes, including compliant handling of communication preferences and building marketing data selections.

Experience of undertaking data analysis and presenting in appropriate formats to inform business decisions.

Demonstrable knowledge and understanding of data protection legislation and industry-specific regulation and experience of ensuring compliance within processes and working practices.

IMPORTANT NOTE

Please note applications are being reviewed at the end of May. If you havent been contacted within 5 days your application has been unsuccessful, but we positively encourage you to apply for any other positions that you may see in the future.

We apologise that we cannot contact everybody in person but thank you in advance for your interest.

Third Solutions encourages applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Third Solutions acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003.

The Damilola Taylor Trust (DTT) is a charitable company limited by guarantee incorporated in May 2001 in memory of Damilola Taylor and registered as a charity in July 2001. Our founding mission is to provide inner-city youths with opportunities to play, learn and live their lives free of fear and violence, and with optimism for a future where opportunities abound.We develop the hope, optimism and self-esteem of young people so that they can: 

 Lead healthy lives;

Stay in School;

Grow up to become independent productive adults;

 Have lofty aspirations and work to attain their innate potential.

For over two decades, we have supported young people through mentoring, education, employability, personal development, life skills, and community engagement programmes that inspire hope, aspiration, confidence, and resilience. As we mark our 25th anniversary this year, we intend to strengthen organisational capacity, expand partnerships, and scale programmes that positively impact young people and communities across London. .

We are looking for an experienced, dynamic and motivated Programme Manager to lead the Damilola Taylor Trust’s Executive Team, sustain and scale our core youth-focused programmes in South London, providing consistent leadership and operational stability. 

As Programme Manager, you will 

• Manage delivery of the Career pathway programme for schools (CPPFS) courses, which help YP at risk of involvement in criminal activity to engage fully in education by addressing barriers to positive engagement through workshops and career- mentor support at Harris Academies in South London, with a view to reaching 150 students a year.
• Support and supervise the Project Coordinator to implement the project “From Tragedy to Legacy” to celebrate the legacy of Damilola Taylor while highlighting the impact the Trust has made in 25 years supporting young people in inner-city areas of London.
• Lead the Trust’s collaboration initiative with YouthBuild UK, a South London based charity that trains YP to be work ready in a variety of industries including construction, hospitality, customer care and IT to enhance impact of our Career Search and Skills Development (CSSD) programme.
• Design, develop and implement new programmes for delivery in-house or via third party delivery partners
• Agree the Executive Team’s work plan, lead, and motivate staff to create a high-performing team that sustains and scales the impact of our core youth-focused programmes.
• Taking the lead with day-to-day administration and management of the Trust’s programmes, you will maintain a database, produce written communications and reports, information leaflets, website updates, budget monitoring, and negotiate with delivery partners, and manage an array of detailed record keeping
• Contribute to organisational planning and development, including supporting our plan of building capacity to create the organisation required to achieve results that we are committed to
• Support our fundraising team through providing feedback, reports and information to support bid writing activities.
• Key working relationships
  • ​As leader of the Trust’s executive team, you will work closely with our finance service provider, line manage the Administration Officer and Project Coordinator, and be responsible for delivery of our programmes
  • You will develop good working relationships with our project delivery partners, while building in-house capacity for delivery of our main programmes as well as those developed in collaboration with other Social Providers such as YouthBuild UK 
  • Be involved in sector networking and awareness raising on behalf of the Trust.
  • Act as an ambassador for the Trust at all times

• Person specification -Specific experience or skillKey: (E) Essential; (D) Desirable. 

  • Experience of designing, developing and implementing charitable programmes especially to support development of young people from disadvantaged backgrounds (E)

  • Significant experience managing delivery of youth-focused programmes in a small but growing charity (E) 

  • Strong leadership and team skills to motivate, support and work with a team of youth workers (E) 

  • An excellent understanding and a proven track record of relevant experience working with young people (YP) from inner-city areas of high deprivation (E)

  • A positive attitude, high energy and enthusiasm for the work of the Damilola Taylor Trust (E)

  • Excellent communicator, planner and problem solver, a strong team player and an exemplary role model (E) 

  • Self-directed, self-motivated with the ability to work on own initiative to plan and manage own and a team’s workload (E)

• Knowledge, qualifications

  • ·Knowledge of situational leadership and general management practices (E)

  •      Knowledge of General Data Protection Regulations (E) 

  •      An understanding of safeguarding of children, young people and vulnerable adults (E) 

  •      Current DBS certificate (E) but, for a suitable candidate, the post might be offered subject to DBS being obtained)

  • Degree or relevant experience of working in the Social Sector, and or as a Youth work (D)

  • Experience of programme development processes and tools (frameworks, theories of change) (E)

• Personal qualities

  • Commitment to own continuing personal and professional development

  • Commitment to the mission, vision and values of DTT

  • Flexibility to work in a hybrid job, place based; school locations and virtual

  • Commitment to effective relationship building and collaboration

• The Trust is a Safer Recruitment organisation.

We're looking for a kind, compassionate and resilient Domestic Abuse Refuge Service Manager to join our Domestic Abuse Social Care Service in Tower Hamlets. No personal care or experience required, just the right values.

£40,000.00 per annum, working 40 hours per week.

Want to feel valued? You'll feel at home here.

Our benefits include:

• Annual leave increasing up to 30 days with length of service
• Free DBS
• A generous pension - we will contribute up to 8% and life assurance cover up to 3x pensionable salary (T&Cs apply)

All applicants must be legally eligible to work in the UK by the start of employment as Look Ahead are not able to offer sponsorship.

What you'll do:

This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead

Service Leadership and Operational Management

• Lead the day-to-day delivery of the refuge service, ensuring a safe, high-quality, trauma-informed environment for women and children fleeing domestic abuse.

Safeguarding, Risk and Safety Management

• Oversee the completion and quality assurance of customer risk assessments, individual safety plans, and support plans to ensure they remain person-centred, responsive, and outcome-focused.

Staff Leadership and Performance Management

• Provide strong and effective leadership to the refuge team, creating a positive, inclusive, and high-performing culture focused on delivering excellent customer outcomes.

Quality Assurance, Partnerships and Service Development

• Work collaboratively with the Head of Service and Quality team to ensure the service consistently delivers excellent standards of support, achieves compliance requirements, and embeds best practice across all areas of delivery.

Compliance and Professional Practice

• Ensure all work is carried out in accordance with organisational policies, procedures, legislation, and professional standards.

About you:

Knowledge and Experience

• Extensive knowledge and understanding of domestic abuse and Violence Against Women and Girls (VAWG), including the impact on women, children, and families.

Skills and Abilities

• Ability to lead, motivate, and develop teams to deliver high-quality, trauma-informed services.
• Strong risk assessment, decision-making, and problem-solving skills, particularly in relation to safeguarding and high-risk cases.

About us

Look Ahead is committed to safeguarding and promoting the welfare of children and adults at risk, and expects all employees, workers and volunteers to share this commitment.

If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities. If this occurs you would not need to submit another application for the alternative role.

We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closed date.

We are committed to diversity and inclusion at work and are accredited with Silver in the Inclusive Employers Standard 2021. We are a proud member of the Employers Domestic Abuse Covenant and encourage applications from a diverse range of applicants of all backgrounds.