JOB TITLE: Service Delivery Manager (Maternity Cover)
TIMEFRAME: 14th Sept 2020 to approx Aug 2021
LOCATION: Smart Works Reading Office (with flexibility of homeworking)
REPORTS TO: Chair of Trustees, Smart Works Reading
HOURS: Part-time, Monday-Friday, 30 hours
SALARY: £16,800 - 18,400 pa depending on experience
BENEFITS: Holiday and pension in line with Smart Works Reading policies
Smart Works Reading is part of a UK charity that provides styling advice, high quality interview clothing and interview training to women from low income backgrounds seeking employment. We give women the confidence, self-belief and the practical tools they require to succeed at interview and change the direction of their lives.
Smart Works began in London, we now have branches in Edinburgh, Manchester, Reading, Birmingham, Newcastle and Leeds.
At the core of the Smart Works service is a two-hour appointment during which each client receives a complete outfit of high-quality clothes (theirs to keep) and dedicated one to one interview training. This intervention has a significant impact as our clients gain confidence and belief in their ability to succeed.
Our service is delivered by skilled, trained volunteers who commit their time to supporting our clients. Their reward is seeing the impact of unlocking a woman’s confidence and finding out that the woman they assisted has gone on to succeed at interview and moved forward with her life.
This position plays a key role in a small team and works alongside one other paid member of staff. The main purpose is to efficiently run our client, volunteer and referral partner activities.
The role requires a lot of telephone work, speaking with clients to book their appointments, confirm their covid-19 risk assessment, as well as running the volunteer rota and ensuring we have sufficient volunteers to support our clients. Recruiting and onboarding new volunteers is another critical activity.
The key to helping women back into work revolves around working closely with referral partners, ensuring they are familiar with our work and are referring women. This is harder in the current environment due to the lack of face to face contact but is quite achievable.
Key to the success of this role is effective Volunteer management, building a culture of team support, value and communication.
- Volunteers: managing a volunteer team requires ongoing communication but is on the whole, a joyful experience. This role is responsible for everything related to recruiting, training & managing the volunteer team (approx. 70-80 people). Key is to solicit & action feedback & celebrate success
- Clients: helping women back into employment is our core activity and this role is their first and last point of contact. Explaining our service in a calm, friendly and inclusive manner is key. You are the main and key contact for each client, making them feel welcome and safe, whether face to face or virtual. Unfortunately, in the current climate, so is undertaking our covid-19 risk assessment and keeping a detailed log of responses.
- Referral Partners: our referral partner relationships require ongoing commitment and activity to ensure our service is front of mind. Much of this can be achieved remotely but requires constant innovation to keep it fresh.
- Driving & maintaining referral partner relationships
- Referral partner feedback & keeping mannequins fresh
- Organising and running referral partner events
- Recruiting referral partners (& presenting at referral partner events)
- Funding support: Working alongside FDM to provide funding monitoring information from the database as and when needed. Being able to manage and work with FDM to ensure we meet the client targets each funder requests.
- General management activities to ensure the smooth running of our office: ensuring invoices are processed for payment; ordering stationary/materials; managing petty cash; supporting event planning & delivery, covering holiday, communications updates.
- Development & Fundraising Manager – our other paid member of staff. You will communicate and coordinate on many varied activities, working as a small team but independently managing your own areas of responsibility
- Head of Coaching; Dressing & Stock – to ensure we deliver a seamless, high quality service; to maximize the benefit of the forum & to coordinate volunteer facing activities (such as training)
- Volunteers – to provide support and guidance when required, foster a sense of community and share successes and good news to reiterate to our volunteer team the impact they have. Ensure our service and brand is effectively communicated and carried out by each volunteer
- Chair – to provide support, you will have a weekly meeting to review key actions, targets, achievements, raise concerns and seek help
- SWHQ – to participate in key HQ-led projects affecting our service, learn and share best practice, reach out to HQ and other branches for support and advice
You will have the following key attributes
- Over two years’ experience in an administrative role (voluntary or paid)
- Confident in building relationships and managing people in a calm effective manner
- Strong organisational skills but with a calm and personable manner
- Excellent written and verbal communication, especially on the telephone
- Ability to emphasize & communicate with people from all backgrounds
- Experience of managing people whether formally or informally
- Computer literate and proficient with MS Office - some experience of CRM systems is desirable
- Proactive self-starter, with experience of working in small teams
- Understanding of the third sector and enthusiasm for Smart Works’ ethos of women helping women
- Full driving license and own vehicle
- Applications should be submitted in the form of a CV and covering letter.
- Please submit by email to Sarah Burns at Smart Works Reading.
- Closing date for applications is 21st August 2020.
- First interview dates are Wednesday 26th August 2020.
- Second interview date will be on 3rd September 2020