CR4, Mitcham
£40,000 - £45,000 per year
Permanent, Full-time
Job description

We are recruiting for a new role in our growing organisation. The Head of Services will be responsible for the operational management of all service delivery; ensuring quality and impact and producing service development and delivery plans with their direct reports.

The postholder works closely with the Chief Executive and Head of Finance & Resources as a member of the Senior Leadership Team, contributing to income generation and operational strategies. They will lead, manage, develop and monitor service managers and processes, staffing structures and robust quality improvement procedures, underpinning Age UK Merton’s continued sustainability and growth.

The postholder will oversee core service delivery functions, holding responsibility for developing and implementing policies and procedures. In addition, the Head of Services will hold relationships with funding and delivery partners, producing monitoring reports and evaluation to ensure sustainability and continuous improvement.

Key responsibilities

Strategy & Planning

  • To assist the CEO and Board in formulating strategy for the future direction and development of Age UK Merton
  • To work with clients, staff and stakeholders to identify the needs of older adults and identify new and existing services to improve health and wellbeing outcomes
  • Support the CEO and Head of Finance & Resources with grant funding and contract bids by developing Project Initiation Documentation for review and implementation
  • To develop new services based on identification of the needs of older adults using data, qualitative feedback and system knowledge
  • To encourage and facilitate the involvement of older people in service development

Operational development & delivery

  • Ensure appropriate risk management policies and processes are embedded throughout the charity and maintained within the Risk Register taking remedial action where necessary
  • To ensure that all monitoring and evaluation requirements are completed accurately and promptly across the organisation, using the Charity’s secure database
  • To ensure that Age UK Merton has complaint policies and procedures, including Equality, Diversity & Inclusion, Health and Safety, HR, Safeguarding, Risk and Complaints

People & relationships

  • To performance manage and support the staff, both directly and through delegation, to ensure service delivery is of a high standard throughout the organisation
  • To ensure that the relevant personnel policies and procedures are in place, regularly reviewed and followed, including regular supervision, support and appraisals
  • To build partnerships, both formal and informal, and work with other organisations within the borough and its neighbours
  • To develop and maintain knowledge of local services and keep in touch with new developments, particularly with respect to developments in health and social care provision
  • To promote good practice in the recruitment, induction, training and supervision of volunteers

Monitoring & evaluation

  • To define outcomes against which the quality of the organisation’s activities can be measured, including appropriate monitoring of contracts and services in conjunction with service managers
  • To ensure delivery of the Charity’s obligations under its grant/contract/service agreements with funders.
  • Prepare monitoring reports and information to support the CEO with reporting to funders and the Board of Trustees
  • Supporting CEO to prepare the Annual Report


  • Liaison with our contracted HR advisors, as required
  • In conjunction with the CEO and Head of Finance & Resources, develop and update Age UK Merton’s operational policies and procedures in line with review dates and updates to relevant legislation
  • Setting Health and Safety standards for staff and volunteers to follow on Age UK premises and in the community

Equal Opporunities

Age UK Merton is committed to promoting equal opportunities in employment. We strongly value diversity, promote equality, and challenge discrimination. We encourage and welcome applications from people of diverse backgrounds and people with lived experience of disability.

Application Instructions

Send your CV and a covering letter (2 sides max) outlining your skills and experience in relation to the Job Description and Person Specification.

Please ensure that your covering letter demonstrates how your experience‚ skills and abilities meet the selection criteria set out in the Job Description and Person Specification. Applications submitted without a personal statement will be rejected.

Please inform us of any reasonable adjustments we can make to support you through our recruitment process.

Completed applications should be returned to us by noon Monday 1st November 2021.

First stage interviews will take place week commencing 8th November online.

Second stage interviews will take place week commencing 15th November in person.

More about Age UK Merton
Age UK Merton

We are Age UK Merton and our goal is to enable people in the borough to love later life.

As we grow older we face new challenges and ... Read more

Posted on: 12 October 2021
Closed date: 01 November 2021
Job ref: AUKM_HoS
Tags: Senior Management, Operations

The client requests no contact from agencies or media sales.