Leicester, Leicester
£32,029 - £35,934 per year pro rata
Permanent, Part-time
Job description

Job Description

Important please note:

Quetzal is committed to the safeguarding of all children, young people and adults. Anyone selected for the post will be required to hold a current Enhanced DBS check with Quetzal

As a women-only service and due to the nature and sensitivity of the service delivered, it is an occupational requirement under the Equality Act 2010, Part 1, and Schedule 9 for the post holder to be female.

This job description is an outline of the main duties and responsibilities of the post. The post holder will be required to undertake other duties consistent with the role as required by the Board of Trustees as the organisation's priorities develop.

If you wish to apply for this post, please forward a completed application and a supporting statement describing how you meet all the essential requirements with examples as outlined in the job description and person specification. Please send an email to Shabnum Osman for an application form.

Post: Service Manager

Reporting to: Quetzal Board of Trustees

Managing: Employees and volunteer counsellors

Salary: £32,029-£35,934 pro rata

Hours: 20 hours per week (3-4 days per week)

Holiday: 28 days (pro rata) Inc public holidays plus up to 4 days Christmas closure

Contract: Permanent post subject to successful completion of probationary period, benefits include car parking on site, flexible working within core hours/days

Quetzal Board of Trustees are recruiting a senior post holder to manage our specialist counselling service.  Quetzal offers long term counselling and psychotherapy services for female survivors of childhood sexual abuse.

We are a voluntary sector organisation established for thirty years providing a high quality, confidential, non discriminatory and sensitive counselling service in a safe and professional environment working with a number of partners including Comic Relief.

Our work aids the recovery of some of the most vulnerable women across Leicester, Leicestershire and Rutland who are experiencing mental health difficulties as a result of their experience and enables them to improve their self worth, resilience and confidence and to better manage their lives and relationships.

We are recruiting a Service Manager to lead our management team, staff and volunteer counsellors, build strategic partnerships, oversee high quality service delivery and manage our city centre premises.  You will have experience of financial and business management, service development, fundraising and developing successful stakeholder relationships and demonstrate a high level of professional conduct commensurate with the role.

 We are small team who operate in a collaborative style and you must have a strong team ethos.  You will report directly to the Board of Trustees and advise on the strategic direction of the organisation whilst retaining operational responsibility for the delivery of the service in line with BACP ethics.

Quetzal is committed to the safeguarding of all children, young people and adults. Anyone selected for the post will be required to hold a current Enhanced DBS check with Quetzal

Main Objectives of the Post

  1. The Service Manager is accountable for the achievement of Quetzal’s strategic and business plan as set by the Board of Trustees.  She will provide strategic leadership, organise, manage and develop the work of Quetzal in accordance with the code of practice, organisation policies and statutory reporting responsibilities
  2. Work effectively with the Board of Trustees to develop and manage the implementation of Quetzal strategic and business plans and to develop a vision of future growth
  3. Oversee the continued development of the service and lead on the future planning of new areas of work working closely with the Trustees and key stakeholders implementing new areas of work to include planning, delivery, resources, training and monitoring systems
  4. To represent Quetzal and build and maintain relationships with funders, external partners and statutory agencies and promote the service Quetzal offers to appropriate service users across Leicester, Leicestershire and Rutland


Key Tasks and Responsibilities

Strategic Leadership and Management

  1. Work with the Board of Trustees to develop and implement the organisational and strategic business plan to include specific objectives and planned outcomes
  2. Ensure Quetzal meets its financial, legal, statutory and contractual obligations with key stakeholders
  3. Ensure the board of Trustees are informed of relevant changes in legislation, policy, funding and other key drivers of the charity’s work
  4. Attend and report monthly to the Trustees on agreed outcomes to include strategic plan progress, financial and budget status by providing timely reports and information as requested including reporting annually at the AGM
  5. Supervise the completion of annual reports, filing annual accounts to deadline and updating Charity Commission and Companies House records as required
  6. Develop, implement, review and monitor the organisation’s policies and procedures in consultation with the Trustees, Management team, staff and volunteers
  7. Develop a marketing strategy to publicise Quetzal’s services, activities and achievements locally and nationally to raise profile and maintain and develop the organisation’s interests
  8. Organisational responsibility as data protection officer in respect of GDPR legislation

Contract and Project Management

  1. Work collaboratively with the Business Manager to manage key external funding contracts and be responsible for overseeing  initial contracting, application, implementation and monitoring and reporting to stakeholders at agreed deadlines
  2. Ensure all procedures track progress and fulfil reporting and monitoring needs of funders and reporting to Trustees
  3. Maintain Quality Assurance and accreditation systems to ensure the continued high quality delivery of services
  4. Participate in working and consultation groups as required, reporting to Trustees on developments and progress that impact strategic and business planning

 Finance Management

  1. Work collaboratively with the Business Manager and Treasurer to develop and maintain financial records,  budget monitoring, manage spending, identifying concerns and ensure value for money across the organisation
  2. Ensure the organisation is maintaining accurate financial accounting practices and clear and timely reporting to the Trustees to maintain the organisation’s financial position and sustainability
  3. Liaise closely with the Business Manager to identify appropriate funding opportunities and income generation initiatives to maintain the development of the organisation

Partnership Management

  1. Maintain a good knowledge of local, regional and national external partners, stakeholders and statutory agencies
  2. Attend relevant groups, meetings and strategic forum to represent Quetzal and promote the organisations interests with other relevant sector partners
  3. Build,  maintain and develop productive partnerships with all external stakeholders at all levels including key funding partners
  4. Act as a spokesperson with local and national media as required, in agreement with the Trustees, to raise the profile and promote the work of the organisation

Management of Staff

  1. Provide effective line management to Quetzal’s management team, i.e. Clinical and Business Managers and where appropriate through delegated responsibility to administrative staff
  2. Ensure that organisational policies and procedures are communicated and adhered to by all staff
  3. Ensure that all staff and volunteers are consulted and regularly updated on issues, developments, changes to procedure and practice
  4. Evaluate the skills and experience of staff and volunteers (where appropriate) to ensure an effective service to service users via the appraisal system
  5. Have an overview of safeguarding for service users, volunteers and staff, ensuring appropriate sharing of information and management of risk
  6. Lead on staff recruitment in conjunction with Trustees and other staff to maintain a skilled workforce
  7. Assist the Clinical Lead to recruit and maintain a team of volunteers that reflect the community and the needs of the organisation
  8. Ensure that appropriate induction and developmental CPD programmes is delivered annually for  new and existing volunteers
  9. Ensure that there is adequate and accessible support, supervision and training for all staff and volunteers
  10. Participate in own training and development as required

Premises Management including Health and Safety

  1. Manage all aspects of the premises and building operation, take lead responsibility for Health and Safety compliance, IT systems operation and infrastructure, cleaning and maintenance schedules to ensure safe and efficient operation of the premises


  1. Any other duties as reasonably requested by the Board of Trustees to support the delivery of Quetzal’s service, strategic and business objectives.
  2. Ensure that all work is carried out in accordance with the relevant legislation, the organisations policies and procedures including


Person Specification

Education & Qualifications


  • Educated to degree level or equivalent experience


  • Recent experience in relevant sector e.g. health and social care, voluntary sector, counselling services, business management, safeguarding services



  • Proven track record in a leadership role
  • Evidence of effective financial management
  • Recent experience of fundraising and developing new income streams
  • Recent experience of building and sustaining networks with a wide range of stakeholders


  • Recent experience of influencing policy development and change through working with local or national government or other statutory bodies
  • Recent experience of leading significant organisational change
  • Recent experience of managing a volunteer workforce

Skills & Knowledge


  • Proven ability to lead, inspire and influence others to achieve positive outcomes
  • Clear communicator, ability to deliver messages to a variety of audiences
  • Organised and effective team leader
  • Ability to manage and prioritise a wide range of tasks to agreed deadlines
  • Excellent IT and administration  skills conversant with current GDPR policy,(data controller)
  • Knowledge of relevant legislation including health and safety, safeguarding, equality and diversity


  • Current knowledge of voluntary sector governance practice
  • Strategic and operational business experience
  • Marketing and promotional skills, use of social media and web based media
  • Current knowledge and understanding of issues surrounding childhood sexual abuse and the impact on Quetzal’s service users


  • Enhanced DBS check
  • Flexible working to meet the needs of the organisation e.g. occasional working outside of office hours by agreement
  • Willing to travel, locally, regionally and nationally as required



Refreshed on: 17 September 2019
Closed date: 02 October 2019
Tags: Finance, Senior Management

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