ROLE SUMMARY

We currently have an exciting opportunity for a newly created role of Chief Operating Officer
within City Hearts. The successful candidate will take the lead in managing the day to day
operation of City Hearts, supporting and bringing out the best in the senior managers they work
with. They will ensure the charity is proactive, strategic and effective in meetings its vision and
goals, as well as its contractual and legal requirements. They will seek to further develop a
foundational strength which allows the charity to operate and develop multiple services across
multiple sites effectively.

JOB DESCRIPTION

Job Title: Chief Operating Officer (COO)
Reports to: Chief Executive Officer (CEO)
Direct Reports: Head of Human Resources, Head of Services, Head of Finance, Head
of Development (service elements only)
Contracted Hours: 37.5 hours
Contract Duration: Fixed until 25th June 2025
Salary: £37,500 - £42,500
Location: Position can based in Liverpool or Sheffield offices
Closing Date: 3rd May 2021
Interview Date: First Stage Interviews to take place w/c 10th & 17th May 2021
Probationary Period: 3 months

RESPONSIBILITIES

Your responsibilities will include:

DAY TO DAY MANAGEMENT

• To handle the day to day administration and operation of the business.
• To work with, line manage and coach Heads of Departments (Finance/HR/Services/
Development (service elements only)) to set goals, develop strategy and create targets
and KPIs.
• To ensure accountability of Heads of Departments and that a robust project management
approach is taken in all areas to manage risk and resources, analyse outcomes and
performance and ensure timely delivery of projects
• To work with Heads of Departments to redesign operational process and structures to
develop efficiency.
• To oversee the Head of Development in regards to service developments, including
projects based internationally. To have oversight of partnership agreements, quality
control and auditing, to ensure alignment of international projects and partnerships with
our vision, values and standards
• To oversee the Head of Services in all aspects of their role, in order to ensure that
services are delivered effectively and in line with City Hearts vision and values whilst
ensuring adherence to all contractual funding obligations.
• Ensuring City Hearts properties are compliant with legal and contractual Accommodation
Standards and Health and Safety Standards and inputting into the finalisation of lease
agreements for new or existing properties.
• To oversee the Head of HR in ensuring a diverse and inclusive workplace, through the
effective recruitment, training and development of all employees. To support in the
development and implementation of employee engagement strategies and input into any
senior level disciplinary action as necessary.
• Develop and have oversight of all operational budgets to ensure that the company
effectively manages its finances, is able to confidently decision make and has the
resources required to meet its objectives within agreed financial parameters and to work
with the Head of Finance to maintain the financial strength of the company
• To chair regular collaborative operational and strategic meetings with Heads of
Departments and other members of Management
• Maintain an effective working relationship and communication with all members of senior
management, to ensure alignment and coordination of goals, strategy, vision and actions
taken across all departments

STRATEGY

• Work with the CEO and alongside Trustees and Heads of Department as a key strategic
voice in the development of organisational strategy for City Hearts
• To be the lead on strategic development in all organisational operations and to be
responsible for the strategy’s implementation, in order to ensure that the organisation
achieves its desired short and longer-term objectives
• To identify opportunities for organisational development
• To take a lead on identifying funding opportunities and negotiating terms, and securing
income through mutually beneficial service level agreements and contracts

COMPLIANCE

• Develop and maintain all necessary systems and procedures to ensure that company
Operations, including but not limited to Health and Safety, Safeguarding, IT and
Information Security, comply with all legal and contractual requirements, regulatory
frameworks and agreed operational standards across the charity
• To ensure the charity effectively manages risk and to take responsible for business
continuity, ensuring effective monitoring, evaluation, reporting and production of relevant
departmental data and statistics
• To ensure the delivery of ISO targets with the support of the Head of Departments and
other staff

REPORTING AND COMMUNICATION

• To ensure the CEO and Board of Trustees are provided with any relevant information
through regular reporting in regards to the measured output of each Department
• Support with reporting requirements to the Charity Commission and Companies House
• To input into and feedback on legal contracts involved in the day to day running of the
organisation, such as partnership agreements and property leases
• To support trustees, CEO, and Heads of Department in internal verbal and written
communications, ensuring the charity’s vision values and culture are carried throughout

OTHER

• To deputise for the CEO in their absence or in identified events/meetings.
• To act as a spokesperson for the charity as and when required
• Act as the organisation’s key adviser on all issues relating to operational functions and
remain consistently in touch with latest developments in the third sector and in relevant
legislation to ensure that the City Hearts maintains a strong position in the charity sphere
• To take the lead in investigating and responding to complaints of a serious and/or
significant nature, ensuring the charity is fully accountable and identifying opportunities for
improvement and development
• To deliver training both internally and externally
• To develop and drive the charity's vision, values and culture throughout its staff and
volunteers, including implementation of structures/activities to achieve that goal

PERSON CRITERIA

• Ability to absorb large volumes of information in all areas and formulate and
disseminate information to the relevant individuals as appropriate
• Ability to manage complexity with a strategic approach, delegating effectively
• Adaptable, flexible and comfortable engaging with day to day practical tasks
as well as long term strategy and goals
• Excellent leadership skills, business acumen and ability to effectively
manage, lead and supervise a multidisciplinary team
• Ability to motivate, inspire and coach Senior Managers and staff
• Inspired by, committed to and clearly demonstrates the impact areas and
vision of City Hearts
• Ability to work collaboratively with individuals within Senior Management to
bring out the best in them individually, collectively and departmentally
• Excellent interpersonal and communication skills – comfortable building
relationships and communicating with a variety of people, from staff to
clients to board members, with the ability to resolve issues, build consensus
among groups of diverse internal/external stakeholders
• Ability and experience to network amongst key stakeholders and to present
and train internally and externally
• An excellent ‘all-rounder’ with an ability to make excellent decisions and
rapidly develop their understanding in all areas of organisational strategy
• A high level of financial understanding, including financial management and
budgeting
• Excellent strategic thinker, who innovates and manages change well
• Confident, resilient, robust, humble and trustworthy character