Purpose of the Operations Manager role
This role is a pivotal one, ensuring the effective and efficient processing of incoming referrals from local professionals, and providing a central point of support and oversight for BBB’s Family Liaison Volunteers (FLVs). The Operations Manager will also have oversight of our Client Support and Referrer Engagement work and will work closely with the Director and other members of the management team to inform the charity’s operational decisions.
This role is supported by funding from National Lottery.
- undertake induction training and follow all BBB guidelines and policies around the way we work;
- remain informed of the current referral situation, communicating with FLVs to encourage referral fulfilment and noting trends and issues arising;
- manage and monitor BBB’s referral and referrer registration processes and forms;
- take responsibility for the role-specific training, development, support and supervision of the FLVs, and liaise with the Director if additional FLVs are required;
- oversee the referrals carried out by FLVs, ensuring that FLVs are engaged and active, and be available to answer queries and troubleshoot throughout the week;
- provide monthly referral & feedback statistics to the Director;
- organise and lead quarterly Referrer Webinars;
- identify, design and implement any necessary process or policy improvements;
- regularly undertake referrals to remain ‘hands on’ and stay in touch with the process and client profile;
- be prepared to cover the Referrals Coordinator role in their absence;
- oversee the Referrer Engagement and Client Support roles, coordinating their work and expanding these areas as appropriate;
- participate in bi-monthly Team BBB meetings (usually evenings) and follow up on actions arising as appropriate;
- take part in regular management meetings to discuss issues arising and coordinate outputs;
- act as one of several Facebook administrators for the main BBB supporters’ group, with responsibility for approving and monitoring FLV posts;
- prepare quarterly reports for Trustee meetings;
- write and present a report at any Annual Meetings held and for inclusion in the Annual Report; and
- carry out any other reasonable responsibilities, as directed by the Director.
Working hours and location
The role is for 21 hours per week, spread across five days, and can be worked flexibly, by mutual agreement - it may include some evening working.
The role is mainly home-based, with some travel within Bromley borough required from time to time for face-to-face meetings (internal and external).
The Operations Manager role reports to the Director and will line-manage volunteers in key operational roles within BBB.
The role is for an initial fixed term of 12 months, with extension subject to review by the Trustees and funding.
There is a 3-month probationary period for this role.
The successful candidate will be subject to references, ID check and a basic DBS check before beginning the role. They also need to be eligible to work in the UK.
Annual leave: 33 days per annum including bank holidays (pro rata for part-time hours).
Application for both roles is by CV and covering letter, explaining why you are interested in applying, to: email@example.com.
The closing date for applications is 4th March 2024, with interviews to be held in the weeks commencing 11th March 2024 and 18th March 2024.
Skills, attitudes and experience
- able to work independently as well as part of a remote team;
- self-starter: happy to use initiative and make suggestions to drive projects forward;
- numerate, and confident interpreting data to make decisions;
- organised and efficient;
- assertive and diplomatic in interacting with other team members;
- flexible and adaptable – open to new ideas and ways of working;
- non-judgemental and objective;
- understand the importance of strict confidentiality;
- proficient in MS Office, and able to learn new packages such as Airtable and SharePoint;
- able to work under pressure and to short and sometimes shifting deadlines, with the ability to prioritise as necessary;
- commitment to BBB’s vision, mission and values, and the longer-term value to the community of supporting families living in poverty;
- a strong commitment to BBB’s values (above);
- live locally, ideally in the borough of Bromley; and
- have own transport / able to travel around the borough.
- experience of the charity sector;
- experience of managing volunteers; or
- experience in a management role.
Introduction to Bromley Brighter Beginnings (‘BBB')
BBB is a local charity, founded in 2012, which provides essential items for families living in financial hardship in the London Borough of Bromley.
The experience of poverty impacts on the quality of families’ lives and the mental and physical well-being of their children, and we are passionate about supporting them as far as we can, to improve their circumstances at an already difficult time.
Local professionals such as social workers, health visitors, midwives, teachers, refuge workers and parenting practitioners work with families living in poverty and are best placed to identify their level of need. We accept referrals from these professionals for baby and child-related items such as cots, buggies, clothes, newborn packs and school uniform, as well as for items such as beds and white goods in cases of particular hardship.
BBB also provides additional support to residents of the refuges for victims of domestic abuse, run by Bromley & Croydon Women’s Aid. These residents are often in need of basic essential items when they arrive at the refuge.
BBB’s vision is of a world in which children are not disadvantaged by growing up in poverty, and their parents and caregivers do not have to struggle to provide them with the most basic items.
Our mission is to relieve the pressure of poverty on families in a practical way by providing them with baby, child and household items. This support demonstrates that they are not alone in their difficulties and aims to foster long-term social inclusion. Relieving stress, anxiety and depression in parents and caregivers has a positive impact on the early experiences of children, gives those children a better start in life and helps families recover more quickly from financial crisis.
Community: We harness the power of the community to support its most vulnerable members.
Inclusivity: We aim to be thoughtful, inclusive and respectful of the diverse families we support.
Dignity: We respect the families we support and aim to reduce the stigma associated with growing up in poverty.
Sustainability: We are mindful of the environment and committed to reducing waste as much as possible.
Well-being: We promote and are mindful of the physical and mental health of the families we support, and everyone else in the BBB community.
Support & development
all team members receive training on a range of topics relating to their role, including safeguarding and diversity & inclusion;
support is offered by the Charity Director and the other members of the management team;
travel expenses, and all out-of-pocket expenses, are reimbursed;
references are available after a period of 3 months’ employment.
BBB is committed, both as an employer and service provider, to promoting equitable opportunities for all. We are opposed to all forms of discrimination and will not discriminate against any person because of their ethnic origin, gender, sexual orientation, marital status, responsibility for children or dependants, age, employment status, disability, HIV status, religious or political beliefs or because of unrelated criminal convictions.
We particularly welcome applications from those with lived experience of poverty and / or those from communities who are under-represented within the volunteering and charity sector, and any minoritised group.