An exciting opportunity has emerged for an Assistant Director of Housing Options to join one of Adecco's key London Local Authority clients in a full time (5 days each week, Monday to Friday) interim role. Please note, this role is hybrid working where a strong office presence is required. Reporting directly into the Strategic Director of Housing, this role sits within our client's homelessness department and falls inside of IR35. About the Role: As the Assistant Director of Housing Options, you will play a crucial role in shaping housing initiatives and preventing homelessness across the borough. You will lead with vision and purpose, working closely with a variety of services and partners to ensure residents find stable homes. Your innovative approach will drive improvements and foster collaboration across departments. Key Responsibilities: Provide exemplary operational leadership to ensure effective service delivery and support the council's strategic objectives. Champion transformation initiatives to modernise and enhance housing services. Collaborate with internal and external stakeholders to improve resident experiences and satisfaction. Lead initiatives that empower residents to engage actively in their communities. Manage operational planning and financial performance, ensuring robust governance and risk management. Develop partnerships with local authorities and organisations to maximise resource efficiency and support council goals. Act as an advisor to senior leadership, offering insights into policy and service issues related to homelessness and housing strategy. What We're Looking For: To be successful in this role, you should possess: Experience of delivering improvements in services within a similar environment (ideally Local Government). Strong leadership skills that inspire trust and motivate teams. The ability to navigate complex political landscapes while fostering collaboration. Excellent analytical and communication skills to engage diverse audiences effectively. A commitment to equality, diversity, and inclusion in service delivery and employment. Qualifications: Educated to degree level or equivalent. Evidence of continual professional development Experience in managing teams at a senior level and leading successful change programmes. If you possess a proven track record of providing an exemplary operational leadership within a homelessness department, and can start at short notice (1 month maximum) then please do apply online.
May 05, 2026
Seasonal
An exciting opportunity has emerged for an Assistant Director of Housing Options to join one of Adecco's key London Local Authority clients in a full time (5 days each week, Monday to Friday) interim role. Please note, this role is hybrid working where a strong office presence is required. Reporting directly into the Strategic Director of Housing, this role sits within our client's homelessness department and falls inside of IR35. About the Role: As the Assistant Director of Housing Options, you will play a crucial role in shaping housing initiatives and preventing homelessness across the borough. You will lead with vision and purpose, working closely with a variety of services and partners to ensure residents find stable homes. Your innovative approach will drive improvements and foster collaboration across departments. Key Responsibilities: Provide exemplary operational leadership to ensure effective service delivery and support the council's strategic objectives. Champion transformation initiatives to modernise and enhance housing services. Collaborate with internal and external stakeholders to improve resident experiences and satisfaction. Lead initiatives that empower residents to engage actively in their communities. Manage operational planning and financial performance, ensuring robust governance and risk management. Develop partnerships with local authorities and organisations to maximise resource efficiency and support council goals. Act as an advisor to senior leadership, offering insights into policy and service issues related to homelessness and housing strategy. What We're Looking For: To be successful in this role, you should possess: Experience of delivering improvements in services within a similar environment (ideally Local Government). Strong leadership skills that inspire trust and motivate teams. The ability to navigate complex political landscapes while fostering collaboration. Excellent analytical and communication skills to engage diverse audiences effectively. A commitment to equality, diversity, and inclusion in service delivery and employment. Qualifications: Educated to degree level or equivalent. Evidence of continual professional development Experience in managing teams at a senior level and leading successful change programmes. If you possess a proven track record of providing an exemplary operational leadership within a homelessness department, and can start at short notice (1 month maximum) then please do apply online.
Internal Audit Manager - up to £58k plus annual bonus - Hybrid working (Home/Liverpool office). As an Internal Audit Manager, you will be responsible for the delivery of the internal audit service to a portfolio of clients and management of an internal audit team. This includes assurance, and advisory services to a range of public sector, charity, listed and privately owned organisations. You will make an impact by: Managing a portfolio of clients and range of assignments along with delivering key aspects of internal audit engagements. Development of core client deliverables including annual plan, assignment scopes, audit committee papers and annual reports. Managing, performing and controlling internal audit assignments, embracing assignment planning programming, conduct and control of audit work and reporting findings Supporting the Partners and Directors in key business development activities for new work including targeting, writing proposals, presentations and thought leadership. What we are looking for: Are you someone who thrives on variety, loves learning new things, and enjoys connecting with people? If you can spot inefficiencies in everyday life and are passionate about making improvements, this role is perfect for you! We value diverse experiences and perspectives. Here's what we're looking for in our ideal candidate: Professionally qualified (IIA, ACA, ACCA), with experience in managing and delivering IA assignments and engagements. The ability to oversee and execute audits in accordance with IIA standards. The ability to proactively manage multiple tasks simultaneously. A positive pro-active 'can-do' attitude. The ability to manage and motivate a team. Excellent communication skills including written and oral communication skills both in person and online due to our hybrid working model. What we can offer you: We recognise that our people are our most important assets. That's why we offer a flexible reward and benefits package that will help you have fulfilling experience, both in and out of work. Hybrid working 27 Days Holiday (additional days purchase scheme) Lifestyle, Health, and Wellbeing including financial wellbeing benefits such as financial tools, electric car scheme and access to a virtual GP. Access to a suite of 300+ courses on demand developed by our inhouse Talent Development team. Internal Audit Manager - up to £58k plus annual bonus - Hybrid working (Home/Liverpool office) Internal Audit Manager - up to £58k plus annual bonus - Hybrid working (Home/Liverpool office) Internal Audit Manager - up to £58k plus annual bonus - Hybrid working (Home/Liverpool office)
May 04, 2026
Full time
Internal Audit Manager - up to £58k plus annual bonus - Hybrid working (Home/Liverpool office). As an Internal Audit Manager, you will be responsible for the delivery of the internal audit service to a portfolio of clients and management of an internal audit team. This includes assurance, and advisory services to a range of public sector, charity, listed and privately owned organisations. You will make an impact by: Managing a portfolio of clients and range of assignments along with delivering key aspects of internal audit engagements. Development of core client deliverables including annual plan, assignment scopes, audit committee papers and annual reports. Managing, performing and controlling internal audit assignments, embracing assignment planning programming, conduct and control of audit work and reporting findings Supporting the Partners and Directors in key business development activities for new work including targeting, writing proposals, presentations and thought leadership. What we are looking for: Are you someone who thrives on variety, loves learning new things, and enjoys connecting with people? If you can spot inefficiencies in everyday life and are passionate about making improvements, this role is perfect for you! We value diverse experiences and perspectives. Here's what we're looking for in our ideal candidate: Professionally qualified (IIA, ACA, ACCA), with experience in managing and delivering IA assignments and engagements. The ability to oversee and execute audits in accordance with IIA standards. The ability to proactively manage multiple tasks simultaneously. A positive pro-active 'can-do' attitude. The ability to manage and motivate a team. Excellent communication skills including written and oral communication skills both in person and online due to our hybrid working model. What we can offer you: We recognise that our people are our most important assets. That's why we offer a flexible reward and benefits package that will help you have fulfilling experience, both in and out of work. Hybrid working 27 Days Holiday (additional days purchase scheme) Lifestyle, Health, and Wellbeing including financial wellbeing benefits such as financial tools, electric car scheme and access to a virtual GP. Access to a suite of 300+ courses on demand developed by our inhouse Talent Development team. Internal Audit Manager - up to £58k plus annual bonus - Hybrid working (Home/Liverpool office) Internal Audit Manager - up to £58k plus annual bonus - Hybrid working (Home/Liverpool office) Internal Audit Manager - up to £58k plus annual bonus - Hybrid working (Home/Liverpool office)
Job Title: Head of Resident Experience Location: Perceval House, Ealing Directorate: Housing & Environment Department: Landlord Services Contract Details: Type: Temporary Pay: 450 per hour day Umbrella Location: Perceval House, Ealing Working Arrangements: Hybrid - 2 days per week from home Hours: Full time, 35 hours per week (Monday to Friday) Adecco are recruiting on behalf of Ealing Council for a Head of Resident Experience to join their Housing & Environment Directorate. This is a senior leadership role responsible for driving a customer-focused housing service, improving resident satisfaction, and leading high-performing teams across resident engagement and complaint resolution. About the Role The Head of Resident Experience will lead strategic and operational delivery across resident engagement and complaints, ensuring services are responsive, compliant, and continuously improving. You will play a key role in shaping the customer journey, enhancing service delivery, and ensuring high levels of tenant satisfaction. Key Responsibilities Lead and manage Resident Engagement and Complaint Resolution teams to deliver a customer-centric service Ensure complaints are resolved within agreed timeframes, driving service improvements based on feedback and insights Monitor and analyse service performance data, identifying trends and implementing improvements Provide strategic leadership, fostering a culture of continuous improvement and excellence Lead on resident engagement initiatives, ensuring inclusivity and meaningful participation Develop and implement strategies to enhance customer experience and meet regulatory standards Oversee Tenant Satisfaction Measures and deliver associated improvement plans Manage budgets, ensuring financial compliance and value for money Build strong relationships with internal teams, stakeholders, and community partners Ensure compliance with legislation, policies, and safeguarding requirements Prepare reports, briefings, and presentations for senior leadership and stakeholders Lead on risk management, business continuity, and service resilience planning Key Requirements Extensive experience in resident engagement, customer experience, or housing services Proven leadership experience managing and motivating teams Strong understanding of performance management, data analysis, and service improvement Excellent communication and stakeholder management skills Experience working within a regulatory or compliance-driven environment Ability to drive cultural change and continuous improvement Knowledge of housing legislation, consumer standards, and best practice Degree-level education or equivalent experience Housing qualification (Level 5 CIH or equivalent) or willingness to work towards Additional Information This role is subject to a Disclosure and Barring Service (DBS) check Ealing Council is committed to safeguarding and promoting the welfare of children and vulnerable adults The role requires collaboration with a wide range of internal and external stakeholders, including residents, community groups, and regulatory bodies Apply Now: If you have the skills and experience required for this role, we encourage you to apply. Should your CV be shortlisted, an Adecco Consultant will contact you to discuss progressing your application to the client. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)
May 03, 2026
Seasonal
Job Title: Head of Resident Experience Location: Perceval House, Ealing Directorate: Housing & Environment Department: Landlord Services Contract Details: Type: Temporary Pay: 450 per hour day Umbrella Location: Perceval House, Ealing Working Arrangements: Hybrid - 2 days per week from home Hours: Full time, 35 hours per week (Monday to Friday) Adecco are recruiting on behalf of Ealing Council for a Head of Resident Experience to join their Housing & Environment Directorate. This is a senior leadership role responsible for driving a customer-focused housing service, improving resident satisfaction, and leading high-performing teams across resident engagement and complaint resolution. About the Role The Head of Resident Experience will lead strategic and operational delivery across resident engagement and complaints, ensuring services are responsive, compliant, and continuously improving. You will play a key role in shaping the customer journey, enhancing service delivery, and ensuring high levels of tenant satisfaction. Key Responsibilities Lead and manage Resident Engagement and Complaint Resolution teams to deliver a customer-centric service Ensure complaints are resolved within agreed timeframes, driving service improvements based on feedback and insights Monitor and analyse service performance data, identifying trends and implementing improvements Provide strategic leadership, fostering a culture of continuous improvement and excellence Lead on resident engagement initiatives, ensuring inclusivity and meaningful participation Develop and implement strategies to enhance customer experience and meet regulatory standards Oversee Tenant Satisfaction Measures and deliver associated improvement plans Manage budgets, ensuring financial compliance and value for money Build strong relationships with internal teams, stakeholders, and community partners Ensure compliance with legislation, policies, and safeguarding requirements Prepare reports, briefings, and presentations for senior leadership and stakeholders Lead on risk management, business continuity, and service resilience planning Key Requirements Extensive experience in resident engagement, customer experience, or housing services Proven leadership experience managing and motivating teams Strong understanding of performance management, data analysis, and service improvement Excellent communication and stakeholder management skills Experience working within a regulatory or compliance-driven environment Ability to drive cultural change and continuous improvement Knowledge of housing legislation, consumer standards, and best practice Degree-level education or equivalent experience Housing qualification (Level 5 CIH or equivalent) or willingness to work towards Additional Information This role is subject to a Disclosure and Barring Service (DBS) check Ealing Council is committed to safeguarding and promoting the welfare of children and vulnerable adults The role requires collaboration with a wide range of internal and external stakeholders, including residents, community groups, and regulatory bodies Apply Now: If you have the skills and experience required for this role, we encourage you to apply. Should your CV be shortlisted, an Adecco Consultant will contact you to discuss progressing your application to the client. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)
Career Choices Dewis Gyrfa Ltd
Manchester, Lancashire
Advanced Specialist Clinical Pharmacist - Breast Cancer The Christie NHS Foundation Trust Employer: The Christie NHS Foundation Trust Location: Manchester, M20 4BX Contract Type: Permanent Hours: Full time Disability Confident: Yes About this job We have an exciting opportunity for a highly motivated and experienced Advanced Specialist Breast Cancer Pharmacist (Band 8b) to lead and further develop our breast cancer pharmacy services. This is a senior leadership position within our established breast cancer clinical pharmacy team. The post holder will provide strategic and clinical leadership to the breast cancer pharmacy service, working closely with the multidisciplinary team to ensure delivery of high-quality, patient-centred care across both the main Christie site and our outreach and peripheral clinics. You will be accountable for the safe, effective, and evidence-based use of systemic anti-cancer therapies (SACT) for patients with breast cancer. You be joining a supportive and forward-thinking team with a reputation for pioneering work in service delivery for patients with breast cancer. If you are enthusiastic and keen to shape the future of breast cancer pharmacy at one of the UK's most advanced cancer centres we would like to hear from you. To lead and manage the specialist breast cancer pharmacy service, ensuring clinical excellence, service alignment with Trust and national standards, and continuous improvement through defined performance measures. To provide advanced clinical pharmacy expertise, including independent prescribing, multidisciplinary collaboration, and delivery of patient-centred, evidence-based care for breast cancer patients. To oversee medicines optimisation and governance, ensuring safe, effective, and cost-efficient use of cancer medicines through robust protocols, incident management, and regulatory compliance. To manage and develop staff, providing leadership, mentorship, appraisals. To drive innovation and service development, leading initiatives such as pharmacist-led clinics, digital prescribing, and pathway optimisation to improve outcomes and reduce inequalities. To contribute to education, research, and financial stewardship, delivering teaching, audits, and clinical research while managing budgets, forecasting drug expenditure, and supporting sustainability goals. Although the pharmacy service is based at The Christie Hospital main site, postholders may be required to work at any location across the Greater Manchester and Cheshire Cancer Network. The Trust has a flexible working policy and, subject to service commitments, it may also be possible to support an element of working from home. The Christie is one of Europe's leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK. Key Duties and Responsibilities To lead, develop and manage the specialist breast cancer pharmacy service within the Trust, ensuring alignment with departmental, Trust, and national standards. To provide highly specialist clinical pharmacy advice to other clinicians in multidisciplinary team meetings, outpatient clinics and on an ad hoc basis regarding the management of inpatients undergoing treatment for breast cancer including the management of clinical uncertainty by critically appraising the evidence-base and applying it to novel situations and reaching appropriate decisions in complex, challenging or sensitive environments where there are competing priorities and/or an absence of reliable evidence and in situations where other professionals may challenge the advice given. To act as an independent prescriber for appropriate breast cancer patients, managing own caseload and undertaking pharmacist-led clinics. This will include the management of patients with complex pharmaceutical care issues and distressed patients in emotive circumstances. To record personally generated information in the patient's Electronic Case Notes and Electronic Prescribing systems. To support patient-centred care by providing expert medicines advice, promoting adherence, and facilitating shared decision-making including verbal and written communication of highly complex drug or medicine related information to patients and relatives or carers including patients who may have language difficulties, physical or mental disabilities. To identify service improvement opportunities to meet the changing requirements of both the patient population and the Trust and take a pro active role in the development and implementation of these initiatives both within the Trust and with external agencies across the network where applicable e.g.: Greater Manchester Breast pathway board, NorthWest Genomics Laboratory Hub. To drive innovation in the treatment of patients with breast cancer, including pharmacist led clinics, supportive care interventions, and digital prescribing systems (EPMA). To establish a series of performance measures (discussed and agreed with the Consultant breast cancer pharmacist, and Service Manager & the Director of Pharmacy) against which the success of the post will be measured and reviewed on an ongoing basis. To lead and take responsibility for specific projects involving business planning for service expansion, workforce models, delivery of Trust and NHS strategy in shaping the breast cancer services across the organisation which may impact across or within departments, services or agencies external to the organization and collaborate with key stakeholders. To work collaboratively with other organisations across the network to encourage and support the implementation of creative and innovative service models to improve healthcare inequality and drive efficiencies across the system. To identify opportunities to reduce health inequalities and improve access to optimal breast cancer treatments across the network. To develop, implement, and maintain treatment protocols, prescribing guidelines, standard operating procedures and patient information in collaboration with the consultant pharmacist, clinicians and nursing teams. To collaborate in the development and monitoring of breast cancer specific homecare, self administration, and pathway optimisation initiatives and monitor expenditure across these areas. To be responsible for proactive reporting, investigating and reviewing trends in medication incidents in collaboration with the Medicines Safety Officer. Including risk assessment and leading on the implementation of actions with the wider multidisciplinary team to reduce likelihood of future harm and share learning through relevant governance committees. To maintain assurance that high cost, high risk medicines are used appropriately with robust governance processes. To act as a national opinion leader through involvement in guideline development, advisory boards, and specialist forums. To represent the Trust in regional and national projects to advance breast cancer pharmaceutical services. To deputise for the Breast Cancer Consultant Pharmacist at local, regional, and national level meetings (e.g. GM Cancer Breast Pathway Board). To continuously deliver and evaluate clinical pharmacy services and lead on service improvements to optimise breast cancer medication use and contribute to service/system efficiencies. To provide specialist teaching, supervision, and mentorship to pharmacy staff, medical staff, nurses, allied health professionals and students. To develop educational resources for both staff and patients and contribute to local and national training programmes in breast cancer and oncology pharmacy. To initiate, plan, organise, lead and participate in research, clinical audits, quality improvement projects, and service evaluation and disseminate findings through publications, conferences, and professional networks. To monitor and forecast breast cancer drug expenditure in collaboration with pharmacy leadership and consultant teams. To ensure safe, effective, and cost efficient use of medicines for patients with breast cancer, including horizon scanning and implementation of commissioning decisions. To analyse prescribing trends and implement cost saving initiatives while maintaining patient safety and outcomes including the generation of reports from Electronic Prescribing Systems where required. To provide expert advice on procurement, named patient requests, and management of drug shortages. To provide direct line management and professional leadership for specialist breast cancer pharmacists and pharmacy technicians within the oncology clinical pharmacy team. To undertake appraisals, supervision, training, and performance management of staff. . click apply for full job details
May 02, 2026
Full time
Advanced Specialist Clinical Pharmacist - Breast Cancer The Christie NHS Foundation Trust Employer: The Christie NHS Foundation Trust Location: Manchester, M20 4BX Contract Type: Permanent Hours: Full time Disability Confident: Yes About this job We have an exciting opportunity for a highly motivated and experienced Advanced Specialist Breast Cancer Pharmacist (Band 8b) to lead and further develop our breast cancer pharmacy services. This is a senior leadership position within our established breast cancer clinical pharmacy team. The post holder will provide strategic and clinical leadership to the breast cancer pharmacy service, working closely with the multidisciplinary team to ensure delivery of high-quality, patient-centred care across both the main Christie site and our outreach and peripheral clinics. You will be accountable for the safe, effective, and evidence-based use of systemic anti-cancer therapies (SACT) for patients with breast cancer. You be joining a supportive and forward-thinking team with a reputation for pioneering work in service delivery for patients with breast cancer. If you are enthusiastic and keen to shape the future of breast cancer pharmacy at one of the UK's most advanced cancer centres we would like to hear from you. To lead and manage the specialist breast cancer pharmacy service, ensuring clinical excellence, service alignment with Trust and national standards, and continuous improvement through defined performance measures. To provide advanced clinical pharmacy expertise, including independent prescribing, multidisciplinary collaboration, and delivery of patient-centred, evidence-based care for breast cancer patients. To oversee medicines optimisation and governance, ensuring safe, effective, and cost-efficient use of cancer medicines through robust protocols, incident management, and regulatory compliance. To manage and develop staff, providing leadership, mentorship, appraisals. To drive innovation and service development, leading initiatives such as pharmacist-led clinics, digital prescribing, and pathway optimisation to improve outcomes and reduce inequalities. To contribute to education, research, and financial stewardship, delivering teaching, audits, and clinical research while managing budgets, forecasting drug expenditure, and supporting sustainability goals. Although the pharmacy service is based at The Christie Hospital main site, postholders may be required to work at any location across the Greater Manchester and Cheshire Cancer Network. The Trust has a flexible working policy and, subject to service commitments, it may also be possible to support an element of working from home. The Christie is one of Europe's leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK. Key Duties and Responsibilities To lead, develop and manage the specialist breast cancer pharmacy service within the Trust, ensuring alignment with departmental, Trust, and national standards. To provide highly specialist clinical pharmacy advice to other clinicians in multidisciplinary team meetings, outpatient clinics and on an ad hoc basis regarding the management of inpatients undergoing treatment for breast cancer including the management of clinical uncertainty by critically appraising the evidence-base and applying it to novel situations and reaching appropriate decisions in complex, challenging or sensitive environments where there are competing priorities and/or an absence of reliable evidence and in situations where other professionals may challenge the advice given. To act as an independent prescriber for appropriate breast cancer patients, managing own caseload and undertaking pharmacist-led clinics. This will include the management of patients with complex pharmaceutical care issues and distressed patients in emotive circumstances. To record personally generated information in the patient's Electronic Case Notes and Electronic Prescribing systems. To support patient-centred care by providing expert medicines advice, promoting adherence, and facilitating shared decision-making including verbal and written communication of highly complex drug or medicine related information to patients and relatives or carers including patients who may have language difficulties, physical or mental disabilities. To identify service improvement opportunities to meet the changing requirements of both the patient population and the Trust and take a pro active role in the development and implementation of these initiatives both within the Trust and with external agencies across the network where applicable e.g.: Greater Manchester Breast pathway board, NorthWest Genomics Laboratory Hub. To drive innovation in the treatment of patients with breast cancer, including pharmacist led clinics, supportive care interventions, and digital prescribing systems (EPMA). To establish a series of performance measures (discussed and agreed with the Consultant breast cancer pharmacist, and Service Manager & the Director of Pharmacy) against which the success of the post will be measured and reviewed on an ongoing basis. To lead and take responsibility for specific projects involving business planning for service expansion, workforce models, delivery of Trust and NHS strategy in shaping the breast cancer services across the organisation which may impact across or within departments, services or agencies external to the organization and collaborate with key stakeholders. To work collaboratively with other organisations across the network to encourage and support the implementation of creative and innovative service models to improve healthcare inequality and drive efficiencies across the system. To identify opportunities to reduce health inequalities and improve access to optimal breast cancer treatments across the network. To develop, implement, and maintain treatment protocols, prescribing guidelines, standard operating procedures and patient information in collaboration with the consultant pharmacist, clinicians and nursing teams. To collaborate in the development and monitoring of breast cancer specific homecare, self administration, and pathway optimisation initiatives and monitor expenditure across these areas. To be responsible for proactive reporting, investigating and reviewing trends in medication incidents in collaboration with the Medicines Safety Officer. Including risk assessment and leading on the implementation of actions with the wider multidisciplinary team to reduce likelihood of future harm and share learning through relevant governance committees. To maintain assurance that high cost, high risk medicines are used appropriately with robust governance processes. To act as a national opinion leader through involvement in guideline development, advisory boards, and specialist forums. To represent the Trust in regional and national projects to advance breast cancer pharmaceutical services. To deputise for the Breast Cancer Consultant Pharmacist at local, regional, and national level meetings (e.g. GM Cancer Breast Pathway Board). To continuously deliver and evaluate clinical pharmacy services and lead on service improvements to optimise breast cancer medication use and contribute to service/system efficiencies. To provide specialist teaching, supervision, and mentorship to pharmacy staff, medical staff, nurses, allied health professionals and students. To develop educational resources for both staff and patients and contribute to local and national training programmes in breast cancer and oncology pharmacy. To initiate, plan, organise, lead and participate in research, clinical audits, quality improvement projects, and service evaluation and disseminate findings through publications, conferences, and professional networks. To monitor and forecast breast cancer drug expenditure in collaboration with pharmacy leadership and consultant teams. To ensure safe, effective, and cost efficient use of medicines for patients with breast cancer, including horizon scanning and implementation of commissioning decisions. To analyse prescribing trends and implement cost saving initiatives while maintaining patient safety and outcomes including the generation of reports from Electronic Prescribing Systems where required. To provide expert advice on procurement, named patient requests, and management of drug shortages. To provide direct line management and professional leadership for specialist breast cancer pharmacists and pharmacy technicians within the oncology clinical pharmacy team. To undertake appraisals, supervision, training, and performance management of staff. . click apply for full job details
Cardiff, South Glamorgan, United Kingdom Job Description At WSP, you can access our global scale, contribute to landmark projects and connect with the brightest minds in your field to do the best work of your life. You can embrace your curiosity in a culture that celebrates new ideas and diverse perspectives. You can experience a world of opportunity and the chance to shape a career as unique as you. A little more about your role As an Associate / Associate Director, you will provide technical leadership to our design and assessment teams and will use your knowledge and skills to deliver the right quality to time and budget. You will use those attributes to lead design teams and to mentor and support junior team members. In this role your responsibilities will include: Technical leadership of a variety of bridge/ civil engineering design and assessment projects both in the - UK and overseas Project reviews to optimise solutions and co-ordinate multi-disciplinary inputs Managing resources and developing relationships with other teams Agreeing fees and managing the commercial position on projects Leading a culture of technical review and challenge Developing client relationships and leading tenders/ bids Supervision and mentoring of junior members of the team. A little more about your role With opportunities available across our Cardiff, Bristol, Exeter & Truro offices, our Civil and Bridge Engineering team in the South West & Wales is made up of more than 120 engineers, technicians and project management professionals with a breadth of backgrounds and experience. We are based in WSP's vibrant city centre offices, alongside other teams from our diverse business, with easy access to public transport and city centre amenities. We work across a huge variety of projects in the rail and highways sectors for a wide client base that includes HS2, Network Rail, National Highways, Local Authorities, D&B Contractors and private sector clients. The variety of projects and skills within our team, together with our culture of learning, development and support, will give you fantastic opportunities to broaden your experience and skills across all sectors. What we will be looking for you to demonstrate Itis anticipated that you will be a Chartered Civil or Structural Engineer. It is expected that this experience will include the following: Practical knowledge and experience of bridge design, maintenance and assessment, gained from working on both construction sites and the design office; Practical knowledge and experience of project management of bridge projects; Proven knowledge in design, maintenance and supervision of structures related projects together with a track record of innovation in design and management of structures. Ideally this should include new build, maintenance, assessment and strengthening of bridges and civil structures infrastructure; Proven working knowledge of the Design Manual for Roads and Bridges (DMRB) and Manual of Contract Documents for Highway Works (MCDHW) in relation to structural schemes; Understanding and experience of use of Eurocodes and their application to bridge design; Experience of design in or assessment of steel, reinforced and prestressed concrete bridge structures; Experience of grillage, space frame and finite element analysis software packages such as LUSAS, Superstress and SAM; Good communication, client handling and interpersonal skills are essential, plus a willingness to adapt to new challenges and to actively participate in the development of the bridges team. Don't quite meet all the criteria? Apply, and we can see how your experience aligns to this role and other opportunities within the team. Imagine a better future for you and a better future for us all. Join our close-knit community of talented individuals who share your passion for making a positive impact. Our global team includes more than 69,000 employees, working together to make a difference in communities both close to home and around the world. With us, you can.Apply today. About Us We are one of the world's leading engineering and professional services firms. Our 72,800 passionate people are united by the common purpose of creating positive, long-lasting impacts on the communities we serve through a culture of innovation, integrity, and inclusion. With over 9,000 professionals across the UK and Ireland, we are dedicated to our local communities and propelled by international brainpower. WHAT'S IN IT FOR YOU? Work-life balance At WSP, we understand that work is just one aspect of your life. It's important to make time for you, your family, friends, interests and your community. Our hybrid working policy offers the flexibility to work from home two days a week, while also providing opportunities to collaborate in our modern offices across the UK. Inclusivity & Belonging We welcome applicants with varied backgrounds and experiences. We enable rewarding careers by encouraging people to bring their whole and authentic selves to work so that our work represents the fullest spectrum of society. We celebrate integrity and treat people with respect, supporting each other and embracing a culture of inclusion and belonging at WSP. We have our employee resource groups bring together employees and allies with different backgrounds to promote our culture of inclusivity. We are committed to supporting our people, giving you the tools to make improvements to your health and wellbeing through our Thrive programme. Our Virtual GP service gives you access to an NHS or Irish Medical Council GP at a time and place that suits you - giving you peace of mind and quick access to medical advice when you need it most. We also provide reasonable workplace adjustments for those in need. Additionally, you can benefit from the Gymflex scheme, which offers up to 40% off annual gym memberships through our WSP flexible benefits program, as well as a comprehensive menopause support package. Flex your time To enhance work-life balance, WSP offers the "WSP My Hour," allowing you to take one hour each day for personal activities, with the flexibility to make up the time earlier or later that day. We also provide part-time and flexible working arrangements, the option to purchase additional leave, and the ability to use your bank holiday entitlement to suit you. We understand the importance of development and training to you. That's why we foster a supportive environment that invests in your growth, whether through training, mentoring, or Chartership. Here at WSP we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy or maternity/paternity. As a Disability Confident leader, we will interview all disabled applicants who meet the essential criteria, please let us know if you require any workplace adjustments in support of your application.
May 02, 2026
Full time
Cardiff, South Glamorgan, United Kingdom Job Description At WSP, you can access our global scale, contribute to landmark projects and connect with the brightest minds in your field to do the best work of your life. You can embrace your curiosity in a culture that celebrates new ideas and diverse perspectives. You can experience a world of opportunity and the chance to shape a career as unique as you. A little more about your role As an Associate / Associate Director, you will provide technical leadership to our design and assessment teams and will use your knowledge and skills to deliver the right quality to time and budget. You will use those attributes to lead design teams and to mentor and support junior team members. In this role your responsibilities will include: Technical leadership of a variety of bridge/ civil engineering design and assessment projects both in the - UK and overseas Project reviews to optimise solutions and co-ordinate multi-disciplinary inputs Managing resources and developing relationships with other teams Agreeing fees and managing the commercial position on projects Leading a culture of technical review and challenge Developing client relationships and leading tenders/ bids Supervision and mentoring of junior members of the team. A little more about your role With opportunities available across our Cardiff, Bristol, Exeter & Truro offices, our Civil and Bridge Engineering team in the South West & Wales is made up of more than 120 engineers, technicians and project management professionals with a breadth of backgrounds and experience. We are based in WSP's vibrant city centre offices, alongside other teams from our diverse business, with easy access to public transport and city centre amenities. We work across a huge variety of projects in the rail and highways sectors for a wide client base that includes HS2, Network Rail, National Highways, Local Authorities, D&B Contractors and private sector clients. The variety of projects and skills within our team, together with our culture of learning, development and support, will give you fantastic opportunities to broaden your experience and skills across all sectors. What we will be looking for you to demonstrate Itis anticipated that you will be a Chartered Civil or Structural Engineer. It is expected that this experience will include the following: Practical knowledge and experience of bridge design, maintenance and assessment, gained from working on both construction sites and the design office; Practical knowledge and experience of project management of bridge projects; Proven knowledge in design, maintenance and supervision of structures related projects together with a track record of innovation in design and management of structures. Ideally this should include new build, maintenance, assessment and strengthening of bridges and civil structures infrastructure; Proven working knowledge of the Design Manual for Roads and Bridges (DMRB) and Manual of Contract Documents for Highway Works (MCDHW) in relation to structural schemes; Understanding and experience of use of Eurocodes and their application to bridge design; Experience of design in or assessment of steel, reinforced and prestressed concrete bridge structures; Experience of grillage, space frame and finite element analysis software packages such as LUSAS, Superstress and SAM; Good communication, client handling and interpersonal skills are essential, plus a willingness to adapt to new challenges and to actively participate in the development of the bridges team. Don't quite meet all the criteria? Apply, and we can see how your experience aligns to this role and other opportunities within the team. Imagine a better future for you and a better future for us all. Join our close-knit community of talented individuals who share your passion for making a positive impact. Our global team includes more than 69,000 employees, working together to make a difference in communities both close to home and around the world. With us, you can.Apply today. About Us We are one of the world's leading engineering and professional services firms. Our 72,800 passionate people are united by the common purpose of creating positive, long-lasting impacts on the communities we serve through a culture of innovation, integrity, and inclusion. With over 9,000 professionals across the UK and Ireland, we are dedicated to our local communities and propelled by international brainpower. WHAT'S IN IT FOR YOU? Work-life balance At WSP, we understand that work is just one aspect of your life. It's important to make time for you, your family, friends, interests and your community. Our hybrid working policy offers the flexibility to work from home two days a week, while also providing opportunities to collaborate in our modern offices across the UK. Inclusivity & Belonging We welcome applicants with varied backgrounds and experiences. We enable rewarding careers by encouraging people to bring their whole and authentic selves to work so that our work represents the fullest spectrum of society. We celebrate integrity and treat people with respect, supporting each other and embracing a culture of inclusion and belonging at WSP. We have our employee resource groups bring together employees and allies with different backgrounds to promote our culture of inclusivity. We are committed to supporting our people, giving you the tools to make improvements to your health and wellbeing through our Thrive programme. Our Virtual GP service gives you access to an NHS or Irish Medical Council GP at a time and place that suits you - giving you peace of mind and quick access to medical advice when you need it most. We also provide reasonable workplace adjustments for those in need. Additionally, you can benefit from the Gymflex scheme, which offers up to 40% off annual gym memberships through our WSP flexible benefits program, as well as a comprehensive menopause support package. Flex your time To enhance work-life balance, WSP offers the "WSP My Hour," allowing you to take one hour each day for personal activities, with the flexibility to make up the time earlier or later that day. We also provide part-time and flexible working arrangements, the option to purchase additional leave, and the ability to use your bank holiday entitlement to suit you. We understand the importance of development and training to you. That's why we foster a supportive environment that invests in your growth, whether through training, mentoring, or Chartership. Here at WSP we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy or maternity/paternity. As a Disability Confident leader, we will interview all disabled applicants who meet the essential criteria, please let us know if you require any workplace adjustments in support of your application.
Delivery Director, Events and Exhibitions London Leading Global Exhibition, Experiential Events and Display Graphics business seeks an experienced and skilled Delivery Director to take overall responsibility for their Show Ready and Features Project management teams and their associated delivery processes, in the planning & execution of a significant array of Design, Build & Graphics projects on high profile Events and Exhibitions across the UK and Europe. You must be a proven Account Director or Project Delivery leader with Exhibitions or Graphics Industry experience, accustomed to working in a fast paced, dynamically exciting and fluid environment, as you ll be leading teams to create some of the most engaging environments in the world, spanning exhibitions, events & sales conferences of all sizes. This is a new role, pivotal in managing the continued expansion & effectiveness of the Show Ready and Features Project management teams, as you will be the cornerstone of efficient and effective business operations, charged with leading the day-to-day activities of circa 15 geographically diverse personnel, including Structural Designers & Project Managers, ensuring that the department runs smoothly and efficiently, whilst aligning departmental operational goals within the wider Company objectives. Beyond the daily logistics of managing the team, you will play a crucial role in the business strategic planning, working closely with the Sales and Account management teams to develop and implement strategies that enhance operational efficiency and contribute to the Company s growth, whilst maintaining their standardisation and simplification objectives. Responsibilities; Planning, monitoring, mentoring and leading staff in the day-to-day operations to ensure efficient and effective functioning, with seamless collaboration and coordination across the wider operational teams. Working closely with the Graphics Delivery Director to collaborate on the use of on-site labour, evaluating the efficiency of existing business procedures and implementing improvements to optimise productivity. Developing long-term operational strategies and aligning them with the broader business objectives, whilst setting strategic goals for operational activities to drive the overall growth and profitability of the Company. Communicating policies and directives to managers and staff, fostering a culture of continuous improvement and identifying ways to enhance customer service, satisfaction and a positive experience for all Clients. Managing risks effectively and implementing measures to mitigate potential threats, whilst working as part of the overall Operations team which will include Ops planning, Account Management, Onsite delivery and Venue stakeholder liaison to effectively deliver the overall projects. Ideally possessing a good working knowledge of venue regulations, you must have leadership experience working within a similar role in a fast paced and rapidly changing environment. You must be proficient with software, including Microsoft Office, have exceptional communication skills and be accustomed to working with multiple stakeholders including Marketing, Creative, Production, Digital & Installation. You will demonstrate a robust and instantly engaging personality, that s complemented by strong leadership & administrative skills and a very keen eye for detail. Ideally possessing demonstrable experience within an existing Exhibition Design and Build environment, you ll be independent, robust and communicative, with a proven ability for managing major Brand Clients, via inhouse/outsource Production environments and installation teams. Ideally, you ll also have a strong technical appreciation of the Graphics industry, as your teams will be liaising with the Studio and Creative functions on the development of concepts, working closely and collaboratively with other colleagues in the Business to deliver complete and fully integrated project solutions. Whilst possessing flair, imagination and the energy to multi-task, it is imperative that you have strong operational acumen & an astute Business understanding, displaying a professional approach to work, appearance and leadership, functioning under pressure and remaining calm, with a clear ability to prioritise and to communicate highly effectively at all levels. In a hybrid role, you will be based from their impressive operation at the London ExCel, managing a diversely located team of Structural Designers & Project Managers, whilst also working away from home periodically to manage/deliver projects across the UK and Europe, so whilst experience is key, flexibility and a sense of humour is also considered essential ! An impressive Global Business with strong market recognition, this is a fabulous opportunity to join a dynamic and empowered team in the continued development of your career potential within the Exhibitions, Events and Graphics arena. Delivery, Account, Project, Director, Manager, Features, Exhibition, Events, Large Format, Digital, Print, Signage, Wide Format, Display Graphics, Installation, Design and Build, Show Ready, Features, Venue
May 02, 2026
Full time
Delivery Director, Events and Exhibitions London Leading Global Exhibition, Experiential Events and Display Graphics business seeks an experienced and skilled Delivery Director to take overall responsibility for their Show Ready and Features Project management teams and their associated delivery processes, in the planning & execution of a significant array of Design, Build & Graphics projects on high profile Events and Exhibitions across the UK and Europe. You must be a proven Account Director or Project Delivery leader with Exhibitions or Graphics Industry experience, accustomed to working in a fast paced, dynamically exciting and fluid environment, as you ll be leading teams to create some of the most engaging environments in the world, spanning exhibitions, events & sales conferences of all sizes. This is a new role, pivotal in managing the continued expansion & effectiveness of the Show Ready and Features Project management teams, as you will be the cornerstone of efficient and effective business operations, charged with leading the day-to-day activities of circa 15 geographically diverse personnel, including Structural Designers & Project Managers, ensuring that the department runs smoothly and efficiently, whilst aligning departmental operational goals within the wider Company objectives. Beyond the daily logistics of managing the team, you will play a crucial role in the business strategic planning, working closely with the Sales and Account management teams to develop and implement strategies that enhance operational efficiency and contribute to the Company s growth, whilst maintaining their standardisation and simplification objectives. Responsibilities; Planning, monitoring, mentoring and leading staff in the day-to-day operations to ensure efficient and effective functioning, with seamless collaboration and coordination across the wider operational teams. Working closely with the Graphics Delivery Director to collaborate on the use of on-site labour, evaluating the efficiency of existing business procedures and implementing improvements to optimise productivity. Developing long-term operational strategies and aligning them with the broader business objectives, whilst setting strategic goals for operational activities to drive the overall growth and profitability of the Company. Communicating policies and directives to managers and staff, fostering a culture of continuous improvement and identifying ways to enhance customer service, satisfaction and a positive experience for all Clients. Managing risks effectively and implementing measures to mitigate potential threats, whilst working as part of the overall Operations team which will include Ops planning, Account Management, Onsite delivery and Venue stakeholder liaison to effectively deliver the overall projects. Ideally possessing a good working knowledge of venue regulations, you must have leadership experience working within a similar role in a fast paced and rapidly changing environment. You must be proficient with software, including Microsoft Office, have exceptional communication skills and be accustomed to working with multiple stakeholders including Marketing, Creative, Production, Digital & Installation. You will demonstrate a robust and instantly engaging personality, that s complemented by strong leadership & administrative skills and a very keen eye for detail. Ideally possessing demonstrable experience within an existing Exhibition Design and Build environment, you ll be independent, robust and communicative, with a proven ability for managing major Brand Clients, via inhouse/outsource Production environments and installation teams. Ideally, you ll also have a strong technical appreciation of the Graphics industry, as your teams will be liaising with the Studio and Creative functions on the development of concepts, working closely and collaboratively with other colleagues in the Business to deliver complete and fully integrated project solutions. Whilst possessing flair, imagination and the energy to multi-task, it is imperative that you have strong operational acumen & an astute Business understanding, displaying a professional approach to work, appearance and leadership, functioning under pressure and remaining calm, with a clear ability to prioritise and to communicate highly effectively at all levels. In a hybrid role, you will be based from their impressive operation at the London ExCel, managing a diversely located team of Structural Designers & Project Managers, whilst also working away from home periodically to manage/deliver projects across the UK and Europe, so whilst experience is key, flexibility and a sense of humour is also considered essential ! An impressive Global Business with strong market recognition, this is a fabulous opportunity to join a dynamic and empowered team in the continued development of your career potential within the Exhibitions, Events and Graphics arena. Delivery, Account, Project, Director, Manager, Features, Exhibition, Events, Large Format, Digital, Print, Signage, Wide Format, Display Graphics, Installation, Design and Build, Show Ready, Features, Venue
SUMMARY Position Title: Head of Spacemaking and Operations Level: Level 6 Pay:£40, 000 - 46, 000 (FTE yearly) Reports to: Director of Finance, HR and Operations Location: Liberation centre Brixton, London (New office in Brixton)/ Remote working within the UK with at least 3 days work from our office (Mondays, Wednesdays and Thursdays) Contract: Full time (40hrs/weekly), 2-year Fixed Term contract. Start date: As soon as possible Benefits: TAA laptop and phone, (employee assistance and health cash package including staff supervision, counselling, dental, optical care and more.) The Advocacy Academy is an activist youth movement. We serve as the political home for grassroots youth organising and the catalyst for collective action. The lives of the young people we work alongside have been directly shaped by living in an unjust world, and we exist to turn their anger into action. Young people are often the catalysts for major social change, from the Student Non-violent Coordinating Committee at the heart of the Civil Rights Movement, to the Soweto Uprising mobilising young people to resist the apartheid regime's education policies, to the Sunrise Movement redrawing the electoral map across America, and more recently encampments and protests across the world protesting the genocide in Palestine. How successfully they achieve real and lasting change depends on whether they are organised and whether they have the right strategy and tactics to be effective. We want youth organising to be enshrined in the UK for generations to come, and for young people to have tangible political power to influence national policy. That s why we have launched two national coalitions, one around climate, and the other around gender. Each will train organisations across the country to become youth organisers and work together to bring 100 young people together to identify the strategy and tactics needed to achieve change. These young leaders will organise others and work collectively to build a campaign which shakes the status quo. We are now looking for a Head of Spacemaking & Operations who believes in this vision and can ensure that TAA s Liberation Centre is safe, fully operational, and intentionally designed as a welcoming, accessible, and inclusive environment. This role bridges operational delivery and spatial experience, ensuring that the Centre not only functions effectively behind the scenes, but also reflects TAA s values in how people experience, move through, and use the space. You will combine operational oversight, facilities management, and space experience design, working across teams to ensure the Centre is safe, compliant, efficient, accessible and welcoming for staff, young people, and the wider community. Before you skim the job description, please remember you don t have to tick all the boxes to apply. We all experience a bit of imposter syndrome, including staff here at The Advocacy Academy. If this role pulls you in and you believe you could make a meaningful difference, we encourage you to apply or reach out to us to discuss further. We are especially interested in people who bring lived experiences, perspectives, and ways of working. AREAS OF RESPONSIBILITY 1.You will become a key member of the Finance, HR & Operations Team, including but not limited to: Supporting the Director of Finance, HR and Operations in maintaining and improving operational systems and processes Supporting the delivery of the Liberation Centre strategy, working across teams to ensure the Centre provides a functional, welcoming, inclusive, and safe environment for staff, young people, and the wider community Building relationships across departments, understanding their needs, and communicating operational updates to the Director Ensure escalations to the Director of Finance, HR and Operations are timely, well-prepared, clearly articulated, and supported by relevant information to enable effective decision-making. 2. You will ensure that your responsibilities run like well-oiled machines by supporting TAA s facilities, ensuring the Liberation Centre operates safely, efficiently, and in full compliance with relevant regulations by: Acting as the main operational liaison for the Liberation Centre, including council, building management, and external contractors Managing relationships with facilities providers, maintenance contractors, cleaners, and IT vendors Overseeing health & safety compliance, including staff training, evacuation procedures, drills, and statutory checks Supporting the development and implementation of risk assessments (fire, general, wellbeing, incidents, remote work, etc.) Ensuring procurement, supplies, and stock levels are managed effectively and responsibly Coordinating first aiders and fire marshals as required Ensuring operational cost-efficiency across facilities and space-related services 3.You will help shape the Liberation Centre as a purposeful, accessible, and welcoming environment by: Supporting the ongoing development of the Liberation Centre as a safe, inclusive, and values-aligned space Leading on accessibility improvements across the physical environment, ensuring equitable access for disabled community members Shaping improvements to layout, usability, and overall experience of the space Ensuring the space reflects TAA s values of care, inclusion, and liberation in its physical design and use Working with internal teams to understand spatial needs and translating them into practical and experience-led improvements Supporting a positive, caring, and community-centred environment across all users of the space 4.You will support reliable and secure operational infrastructure by: Acting as liaison for IT and facilities providers Supporting setup, maintenance, and improvement of workplace systems and equipment Ensuring infrastructure supports accessibility, inclusion, and ease of use Identifying improvements to systems that enhance operational efficiency and user experience Supporting secure onboarding and offboarding of staff from a systems and access perspective 5.You will act as a key connector between operations and delivery teams by: Work with the Working closely with programmes, Organising & Campaigns, community, and communications teams to ensure smooth operational delivery Supporting logistics for events, residentials, camps, and programmes, including venue sourcing, bookings, and on-site coordination Providing operational and administrative support for space usage, scheduling, and bookings Supporting onboarding and offboarding processes from a space, systems, and logistics perspective Supporting new staff inductions and ensuring new starters are equipped to use the space effectively Supporting internal communication of operational updates across teams 6.You will support the Director in embedding safety, wellbeing, and care into how the space is used and experienced by: Ensuring health & safety processes are embedded and consistently followed Coordinating safety training and maintaining up-to-date knowledge of regulations Supporting a culture of shared responsibility for safety within the Liberation Centre Working with the community team to ensure safety practices are values-aligned Supporting emergency preparedness and incident response processes FMaintaining a safe and functional environment by ensuring the space is kept clear, organised, and free from unnecessary clutter or hazards. 7.Culture, values and wider strategy and mission. Provide senior functional leadership for Spacemaking and Operations, ensuring delivery of organisational strategy through effective planning, coordination, and implementation across your area. Contribute to shaping organisational priorities through insight, delivery experience, and cross-departmental collaboration. To include but not limited to: Embodying and championing our commitment to social and economic justice, ensuring this is consistently reflected in organisational strategy, decision-making, delivery and partnerships Champion the organisation s commitment to social and economic justice, ensuring this is embedded in the design and delivery of spacemaking and operational activity, and reflected in partnerships and ways of working within your remit. Act as a role model for organisational culture and values, setting expectations within your teams and supporting colleagues to apply these consistently in day-to-day practice. Work closely with leaders across the organisation to identify opportunities to improve organisational impact and efficiency, contributing operational insight to strategic planning and decision-making. Identify, assess and escalate risks related to operational delivery, organisational culture, and alignment with stated values and principles, ensuring timely mitigation within your area of responsibility. Lead and enable effective cross-departmental collaboration within your remit, ensuring teams are aligned, appropriately resourced, and working effectively towards shared organisational goals. Foster a culture of openness, care, accountability and continuous improvement within your area . click apply for full job details
May 02, 2026
Full time
SUMMARY Position Title: Head of Spacemaking and Operations Level: Level 6 Pay:£40, 000 - 46, 000 (FTE yearly) Reports to: Director of Finance, HR and Operations Location: Liberation centre Brixton, London (New office in Brixton)/ Remote working within the UK with at least 3 days work from our office (Mondays, Wednesdays and Thursdays) Contract: Full time (40hrs/weekly), 2-year Fixed Term contract. Start date: As soon as possible Benefits: TAA laptop and phone, (employee assistance and health cash package including staff supervision, counselling, dental, optical care and more.) The Advocacy Academy is an activist youth movement. We serve as the political home for grassroots youth organising and the catalyst for collective action. The lives of the young people we work alongside have been directly shaped by living in an unjust world, and we exist to turn their anger into action. Young people are often the catalysts for major social change, from the Student Non-violent Coordinating Committee at the heart of the Civil Rights Movement, to the Soweto Uprising mobilising young people to resist the apartheid regime's education policies, to the Sunrise Movement redrawing the electoral map across America, and more recently encampments and protests across the world protesting the genocide in Palestine. How successfully they achieve real and lasting change depends on whether they are organised and whether they have the right strategy and tactics to be effective. We want youth organising to be enshrined in the UK for generations to come, and for young people to have tangible political power to influence national policy. That s why we have launched two national coalitions, one around climate, and the other around gender. Each will train organisations across the country to become youth organisers and work together to bring 100 young people together to identify the strategy and tactics needed to achieve change. These young leaders will organise others and work collectively to build a campaign which shakes the status quo. We are now looking for a Head of Spacemaking & Operations who believes in this vision and can ensure that TAA s Liberation Centre is safe, fully operational, and intentionally designed as a welcoming, accessible, and inclusive environment. This role bridges operational delivery and spatial experience, ensuring that the Centre not only functions effectively behind the scenes, but also reflects TAA s values in how people experience, move through, and use the space. You will combine operational oversight, facilities management, and space experience design, working across teams to ensure the Centre is safe, compliant, efficient, accessible and welcoming for staff, young people, and the wider community. Before you skim the job description, please remember you don t have to tick all the boxes to apply. We all experience a bit of imposter syndrome, including staff here at The Advocacy Academy. If this role pulls you in and you believe you could make a meaningful difference, we encourage you to apply or reach out to us to discuss further. We are especially interested in people who bring lived experiences, perspectives, and ways of working. AREAS OF RESPONSIBILITY 1.You will become a key member of the Finance, HR & Operations Team, including but not limited to: Supporting the Director of Finance, HR and Operations in maintaining and improving operational systems and processes Supporting the delivery of the Liberation Centre strategy, working across teams to ensure the Centre provides a functional, welcoming, inclusive, and safe environment for staff, young people, and the wider community Building relationships across departments, understanding their needs, and communicating operational updates to the Director Ensure escalations to the Director of Finance, HR and Operations are timely, well-prepared, clearly articulated, and supported by relevant information to enable effective decision-making. 2. You will ensure that your responsibilities run like well-oiled machines by supporting TAA s facilities, ensuring the Liberation Centre operates safely, efficiently, and in full compliance with relevant regulations by: Acting as the main operational liaison for the Liberation Centre, including council, building management, and external contractors Managing relationships with facilities providers, maintenance contractors, cleaners, and IT vendors Overseeing health & safety compliance, including staff training, evacuation procedures, drills, and statutory checks Supporting the development and implementation of risk assessments (fire, general, wellbeing, incidents, remote work, etc.) Ensuring procurement, supplies, and stock levels are managed effectively and responsibly Coordinating first aiders and fire marshals as required Ensuring operational cost-efficiency across facilities and space-related services 3.You will help shape the Liberation Centre as a purposeful, accessible, and welcoming environment by: Supporting the ongoing development of the Liberation Centre as a safe, inclusive, and values-aligned space Leading on accessibility improvements across the physical environment, ensuring equitable access for disabled community members Shaping improvements to layout, usability, and overall experience of the space Ensuring the space reflects TAA s values of care, inclusion, and liberation in its physical design and use Working with internal teams to understand spatial needs and translating them into practical and experience-led improvements Supporting a positive, caring, and community-centred environment across all users of the space 4.You will support reliable and secure operational infrastructure by: Acting as liaison for IT and facilities providers Supporting setup, maintenance, and improvement of workplace systems and equipment Ensuring infrastructure supports accessibility, inclusion, and ease of use Identifying improvements to systems that enhance operational efficiency and user experience Supporting secure onboarding and offboarding of staff from a systems and access perspective 5.You will act as a key connector between operations and delivery teams by: Work with the Working closely with programmes, Organising & Campaigns, community, and communications teams to ensure smooth operational delivery Supporting logistics for events, residentials, camps, and programmes, including venue sourcing, bookings, and on-site coordination Providing operational and administrative support for space usage, scheduling, and bookings Supporting onboarding and offboarding processes from a space, systems, and logistics perspective Supporting new staff inductions and ensuring new starters are equipped to use the space effectively Supporting internal communication of operational updates across teams 6.You will support the Director in embedding safety, wellbeing, and care into how the space is used and experienced by: Ensuring health & safety processes are embedded and consistently followed Coordinating safety training and maintaining up-to-date knowledge of regulations Supporting a culture of shared responsibility for safety within the Liberation Centre Working with the community team to ensure safety practices are values-aligned Supporting emergency preparedness and incident response processes FMaintaining a safe and functional environment by ensuring the space is kept clear, organised, and free from unnecessary clutter or hazards. 7.Culture, values and wider strategy and mission. Provide senior functional leadership for Spacemaking and Operations, ensuring delivery of organisational strategy through effective planning, coordination, and implementation across your area. Contribute to shaping organisational priorities through insight, delivery experience, and cross-departmental collaboration. To include but not limited to: Embodying and championing our commitment to social and economic justice, ensuring this is consistently reflected in organisational strategy, decision-making, delivery and partnerships Champion the organisation s commitment to social and economic justice, ensuring this is embedded in the design and delivery of spacemaking and operational activity, and reflected in partnerships and ways of working within your remit. Act as a role model for organisational culture and values, setting expectations within your teams and supporting colleagues to apply these consistently in day-to-day practice. Work closely with leaders across the organisation to identify opportunities to improve organisational impact and efficiency, contributing operational insight to strategic planning and decision-making. Identify, assess and escalate risks related to operational delivery, organisational culture, and alignment with stated values and principles, ensuring timely mitigation within your area of responsibility. Lead and enable effective cross-departmental collaboration within your remit, ensuring teams are aligned, appropriately resourced, and working effectively towards shared organisational goals. Foster a culture of openness, care, accountability and continuous improvement within your area . click apply for full job details
A well-established manufacturing business is looking to appoint a Quality Manager with CI experience to lead and develop its quality function. The company is entering a key phase of growth, with increased focus on product quality, supplier performance, and process consistency. This Quality Manager / Continuous Improvement Manager role has been created to drive a step-change in how quality is owned across the business and to embed a more proactive, right-first-time approach. What This Role Offers Full ownership of the Quality and Continuous Improvement function Opportunity to shape strategy and influence senior leadership A business investing in process improvement and product quality Scope to drive real cultural and behavioural change Long-term stability within an established manufacturing environment Company Overview This is a well-established UK manufacturer supplying into a range of B2B markets. The business has a strong reputation for product quality and customer delivery, supported by a long-standing workforce and continued investment in its operations. With new product introductions and a growing order book, there is a clear focus on strengthening quality systems and embedding continuous improvement across the organisation. Role Overview The Quality Manager will report into Director level and take full responsibility for developing and leading the Quality and Continuous Improvement function. You will lead a small team of two direct reports, driving a move away from reactive quality control toward a proactive, process-led quality assurance environment. This is a visible leadership role where the Quality Manager will embed accountability, improve supplier performance, and deliver measurable improvements across the factory. Key Responsibilities Lead and develop the Quality Management System (ISO 9001) Transition the business from inspection-led to right-first-time quality Drive root cause analysis and implement corrective actions Develop and report on quality KPIs and performance metrics Lead internal and external audit processes Improve supplier quality, onboarding, and audit programmes Support new product introduction and ensure quality standards are met Drive continuous improvement initiatives across manufacturing Use data and analytics to identify trends and improvement opportunities Collaborate with production, logistics, sales, and aftersales teams Requirements Strong background in a Quality Manager or senior quality leadership role within manufacturing Experience managing and improving Quality Management Systems Proven track record in continuous improvement and change delivery Strong supplier quality and supply chain experience Experience leading audits and working to ISO 9001 standards Ability to lead teams and influence stakeholders at all levels Data-driven approach to problem solving and performance improvement Benefits & Package 25 days holiday increasing with service Pension contribution Private healthcare support Life assurance (4x salary) Flexible working with up to 1 day from home Cycle to work scheme, EAP, and additional employee benefits If you are an experienced Quality Manager looking to take ownership of a function and drive meaningful change within a growing manufacturing business, please apply
May 01, 2026
Full time
A well-established manufacturing business is looking to appoint a Quality Manager with CI experience to lead and develop its quality function. The company is entering a key phase of growth, with increased focus on product quality, supplier performance, and process consistency. This Quality Manager / Continuous Improvement Manager role has been created to drive a step-change in how quality is owned across the business and to embed a more proactive, right-first-time approach. What This Role Offers Full ownership of the Quality and Continuous Improvement function Opportunity to shape strategy and influence senior leadership A business investing in process improvement and product quality Scope to drive real cultural and behavioural change Long-term stability within an established manufacturing environment Company Overview This is a well-established UK manufacturer supplying into a range of B2B markets. The business has a strong reputation for product quality and customer delivery, supported by a long-standing workforce and continued investment in its operations. With new product introductions and a growing order book, there is a clear focus on strengthening quality systems and embedding continuous improvement across the organisation. Role Overview The Quality Manager will report into Director level and take full responsibility for developing and leading the Quality and Continuous Improvement function. You will lead a small team of two direct reports, driving a move away from reactive quality control toward a proactive, process-led quality assurance environment. This is a visible leadership role where the Quality Manager will embed accountability, improve supplier performance, and deliver measurable improvements across the factory. Key Responsibilities Lead and develop the Quality Management System (ISO 9001) Transition the business from inspection-led to right-first-time quality Drive root cause analysis and implement corrective actions Develop and report on quality KPIs and performance metrics Lead internal and external audit processes Improve supplier quality, onboarding, and audit programmes Support new product introduction and ensure quality standards are met Drive continuous improvement initiatives across manufacturing Use data and analytics to identify trends and improvement opportunities Collaborate with production, logistics, sales, and aftersales teams Requirements Strong background in a Quality Manager or senior quality leadership role within manufacturing Experience managing and improving Quality Management Systems Proven track record in continuous improvement and change delivery Strong supplier quality and supply chain experience Experience leading audits and working to ISO 9001 standards Ability to lead teams and influence stakeholders at all levels Data-driven approach to problem solving and performance improvement Benefits & Package 25 days holiday increasing with service Pension contribution Private healthcare support Life assurance (4x salary) Flexible working with up to 1 day from home Cycle to work scheme, EAP, and additional employee benefits If you are an experienced Quality Manager looking to take ownership of a function and drive meaningful change within a growing manufacturing business, please apply
Are you an experienced Tax Manager looking for your next challenge? An exciting opportunity has arisen for a Tax Manager to take ownership of the Group's tax affairs across UK corporation tax, VAT and PAYE/NIC. You'll play a pivotal role in driving improvements to processes and controls, while working closely with senior finance leadership, including supporting and deputising for the Group Financial Controller and Finance Director. What will you be doing? Compliance & Reporting: Manage tax in accordance with The FA's Tax Strategy and Tax Governance Framework and keep these up to date. Support Commercial Finance in the preparation of corporation tax forecasts for the annual budget, medium-term financial plan and scenario analysis as required. Preparation and submission of UK corporate tax computations and quarterly instalment calculations. Responsible for year-end tax provisioning and disclosures in the statutory financial statements. Perform detailed review and analysis of quarterly VAT returns and appropriate accounting entries. Review of internal processes/databases to ensure tax compliance in all areas is efficiently managed so that comfort can be provided for SAO sign-off. Support the Payroll team with ad-hoc employment tax compliance, including reviewing annual PSA returns. Liaise with external advisers and assist payroll with part-resident employee tax advice. Manage external advisers in the provision of RDEC and Capital Allowances claims. Manage relationship with HMRC, including dispute resolution. Build and maintain a comprehensive permanent database of tax information and establish project files for specific tax advice that can be easily referenced. Advisory: Manage all the tax affairs of the Group, covering corporation tax, VAT and PAYE/NIC and ensure advice across all taxes is consistent, giving consideration to both UK and foreign taxes. Manage exposure to and assess risks of major taxes to the Group and proactively initiate tax projects. Ensure the group is proactive in its tax planning and reviews material contracts/projects to ensure they are set up in the most tax-efficient way. Be the main point of contact for the business on tax issues and proactively partner with the rest of the business (Legal/HR/Procurement/Property, etc.) to support in decision-making, providing relevant and practical advice. Assess the impact of new and proposed UK tax legislation and update the business accordingly. People : Build and manage strong relationships with HMRC and HMT and professional tax advisors for the FA Group and County FAs. Build and manage the relationship with key stakeholders, including payroll, commercial finance, financial operations, financial accounting, and the external auditor, etc. Other : Executes additional tasks as required to meet the FA's changing priorities. Comply with all company policies and procedures to ensure that the highest standards of health, safety, and well-being can be maintained. As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance. What are we looking for? Essential for the role: A recognised tax qualification. Chartered Tax Advisor (CTA) - minimum 2 years PQE. Experience within the tax department of a medium to large accounting practice or corporate organisation, including leading the year-end audit process from a tax perspective. Strong experience in Corporation tax and experience in preparing/reviewing VAT returns. Building and managing strong relationships both internally and with external organisations. Strong written and oral communication skills. Ability to disseminate technical information clearly and concisely to a variety of stakeholders. Ability to cope under pressure and meet tight deadlines. Understanding of the broader impact of decisions and ensuring all stakeholders are appropriately engaged. Proficient in Microsoft Office, particularly Excel. Beneficial to have: Relevant operational finance experience. Good understanding of the football/sports industry. Alphatax experience. Workday Accounting system experience. In-house experience of working in the industry. Qualified accountant (ACA/ACCA) What's in it for you? We are committed to ensuring everyone can flourish in their roles. To achieve this, we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire, which is an exceptional setting to develop and inspire high-performing England teams and leaders. We currently operate a hybrid working model. The Finance team is expected to work from Wembley Stadium for part of the week, as required by the team, with the remaining days worked remotely. This typically means being in the office 2-3 days per week, usually Tuesday to Thursday. This arrangement is kept under review and may be adjusted in the future if necessary. We pride ourselves on offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below: Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season, encourages you to connect and learn with your colleagues and look after your mental health and well-being. Free, nutritious lunches at Wembley Stadium and St. George's Park. Free private medical cover. A contributory pension scheme. An additional 'Thank You' day's leave, volunteering days, as well as 25 days of annual leave ( based on a full-time, permanent contract ) A hybrid working model which offers greater flexibility. For more information on what it is like to work at The FA, please visit our FA Careers page, We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work. We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application. As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance
Apr 30, 2026
Full time
Are you an experienced Tax Manager looking for your next challenge? An exciting opportunity has arisen for a Tax Manager to take ownership of the Group's tax affairs across UK corporation tax, VAT and PAYE/NIC. You'll play a pivotal role in driving improvements to processes and controls, while working closely with senior finance leadership, including supporting and deputising for the Group Financial Controller and Finance Director. What will you be doing? Compliance & Reporting: Manage tax in accordance with The FA's Tax Strategy and Tax Governance Framework and keep these up to date. Support Commercial Finance in the preparation of corporation tax forecasts for the annual budget, medium-term financial plan and scenario analysis as required. Preparation and submission of UK corporate tax computations and quarterly instalment calculations. Responsible for year-end tax provisioning and disclosures in the statutory financial statements. Perform detailed review and analysis of quarterly VAT returns and appropriate accounting entries. Review of internal processes/databases to ensure tax compliance in all areas is efficiently managed so that comfort can be provided for SAO sign-off. Support the Payroll team with ad-hoc employment tax compliance, including reviewing annual PSA returns. Liaise with external advisers and assist payroll with part-resident employee tax advice. Manage external advisers in the provision of RDEC and Capital Allowances claims. Manage relationship with HMRC, including dispute resolution. Build and maintain a comprehensive permanent database of tax information and establish project files for specific tax advice that can be easily referenced. Advisory: Manage all the tax affairs of the Group, covering corporation tax, VAT and PAYE/NIC and ensure advice across all taxes is consistent, giving consideration to both UK and foreign taxes. Manage exposure to and assess risks of major taxes to the Group and proactively initiate tax projects. Ensure the group is proactive in its tax planning and reviews material contracts/projects to ensure they are set up in the most tax-efficient way. Be the main point of contact for the business on tax issues and proactively partner with the rest of the business (Legal/HR/Procurement/Property, etc.) to support in decision-making, providing relevant and practical advice. Assess the impact of new and proposed UK tax legislation and update the business accordingly. People : Build and manage strong relationships with HMRC and HMT and professional tax advisors for the FA Group and County FAs. Build and manage the relationship with key stakeholders, including payroll, commercial finance, financial operations, financial accounting, and the external auditor, etc. Other : Executes additional tasks as required to meet the FA's changing priorities. Comply with all company policies and procedures to ensure that the highest standards of health, safety, and well-being can be maintained. As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance. What are we looking for? Essential for the role: A recognised tax qualification. Chartered Tax Advisor (CTA) - minimum 2 years PQE. Experience within the tax department of a medium to large accounting practice or corporate organisation, including leading the year-end audit process from a tax perspective. Strong experience in Corporation tax and experience in preparing/reviewing VAT returns. Building and managing strong relationships both internally and with external organisations. Strong written and oral communication skills. Ability to disseminate technical information clearly and concisely to a variety of stakeholders. Ability to cope under pressure and meet tight deadlines. Understanding of the broader impact of decisions and ensuring all stakeholders are appropriately engaged. Proficient in Microsoft Office, particularly Excel. Beneficial to have: Relevant operational finance experience. Good understanding of the football/sports industry. Alphatax experience. Workday Accounting system experience. In-house experience of working in the industry. Qualified accountant (ACA/ACCA) What's in it for you? We are committed to ensuring everyone can flourish in their roles. To achieve this, we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire, which is an exceptional setting to develop and inspire high-performing England teams and leaders. We currently operate a hybrid working model. The Finance team is expected to work from Wembley Stadium for part of the week, as required by the team, with the remaining days worked remotely. This typically means being in the office 2-3 days per week, usually Tuesday to Thursday. This arrangement is kept under review and may be adjusted in the future if necessary. We pride ourselves on offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below: Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season, encourages you to connect and learn with your colleagues and look after your mental health and well-being. Free, nutritious lunches at Wembley Stadium and St. George's Park. Free private medical cover. A contributory pension scheme. An additional 'Thank You' day's leave, volunteering days, as well as 25 days of annual leave ( based on a full-time, permanent contract ) A hybrid working model which offers greater flexibility. For more information on what it is like to work at The FA, please visit our FA Careers page, We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work. We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application. As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance
Head of Housing Works We're looking for a proven leader to join Southampton City Council as the Head of Housing Works. This is a rare opportunity to lead a large and fast-paced in-house direct labour organisation (DLO) - Southampton's preferred and much prized delivery partner for maintaining and improving over 16,000 homes - while driving a shift to a more modern, performance-driven service that underpins the whole Housing system. You'll play a pivotal role in turning day-to-day delivery into a reliable, high-quality service for tenants, while acting as an intelligent supplier to Housing as it moves from recovery and reactive operations towards a more proactive, customer-centred landlord that delivers consistently strong services. About the team We're part of the Council's Residents' Services Directorate, which brings together housing, customer services and community support around a shared purpose: to make sure every resident has access to a safe, affordable and sustainable home, and to strengthen the communities that make Southampton a city of opportunity. Housing Works plays a critical delivery role within Housing's commissioning model - delivering repairs, maintenance, compliance, planned works and estates services across the city's housing stock. Through a large in-house workforce and supply chain, the service is responsible for ensuring homes are safe, well-maintained and available to meet demand. Working closely with colleagues across Housing and related services including Homelessness, Housing Works translates priorities, standards and investment decisions into effective delivery. It ensures that work is well planned, resources are used effectively and services are delivered consistently across the city - forming a key part of a joined-up housing system focused on better outcomes for tenants. This is a newly designed structure, and you will be joining at the point where it moves from design into delivery - shaping how Housing Works operates in practice and establishing the standards, culture and performance needed for short, medium and long-term improvement. About the role In August 2024, the Regulator for Social Housing identified serious failings in how we met the consumer standards. That judgement has been a turning point - and we're now using it to drive lasting improvements for tenants, residents and communities. Our intention is to rebuild confidence and deliver real, sustained change that improves the quality of homes and the lives of people who live in them - building on the progress we have already made over the last twelve months. As Head of Housing Works, you'll be a key member of the Housing Directorate Senior Leadership Team (SLT). Together, the SLT is responsible for ensuring Housing operates as part of a coherent system - owning delivery of Housing's overall purpose and making sure services operate in a joined-up, effective way. Within that, you will lead a large and complex delivery service responsible for repairs, maintenance, compliance, planned works and estates services across the city's housing stock and neighbourhoods. You will ensure services are safe, compliant and deliver value for money, giving tenants, the Council and the Regulator confidence that that Housing is under control and improving. You'll provide clear operational leadership across a large workforce and supply chain - setting priorities in line with commissions from your clients, establishing strong performance expectations and ensuring that work is outcome-focussed, well planned, delivered consistently and to customer expectations. You'll also lead the modernisation of Housing Works - improving productivity, strengthening planning and scheduling, and embedding better use of data and systems. With new core systems being introduced to support mobile working and scheduling, you will build on these foundations to establish more consistent, efficient and modern ways of working, and to drive better value from both the in-house workforce and the wider supply chain. You'll work closely with colleagues across Housing to act as an intelligent supplier - translating priorities, standards and investment decisions into effective delivery. This means shaping Housing Works as a high-performing, commercially aware delivery partner that makes the best use of its own capacity and external suppliers, delivers strong value for money, and feels fully part of a joined-up Housing team. You'll balance day-to-day operational grip with longer-term improvement, ensuring Housing Works supports the wider system to achieve better outcomes for tenants. Success will depend on working with others across Housing, the wider Council and partners. Together with the other Heads of Service, you'll help make Housing operate well as a coherent system that connects commissioning with delivery - maintaining performance today while driving sustained improvement over time. Everything you do will contribute to Southampton's vision to be a city of opportunity where everyone thrives through more equal, healthier, safer, growing and greener communities. Key responsibilities include: Lead a large in-house workforce and supply chain (over 400 staff and c.£33m p.a. spend) to deliver repairs, maintenance, compliance and planned works - ensuring services are safe, reliable, deliver value for money and meet regulatory requirements. Set clear priorities and performance expectations for staff - ensuring work is well planned, delivered consistently and right first time, where possible. Drive improvements in productivity, planning, scheduling and use of resources - reducing waste and improving outcomes for tenants. Act as an intelligent supplier to Housing - translating priorities, standards and investment decisions into effective delivery, and shaping demand and outcomes with commissioning colleagues. Develop Housing Works as a high-performing, commercially aware and modern delivery partner - making effective use of in-house capacity and external suppliers to deliver strong value for money. Lead and embed change across Housing Works - increasing flexibility and adaptability in how the service operates as part of Housing's new commissioning model, so it can respond to changing demand, new ways of working and wider local government reorganisation. Build strong leadership and management capability across Housing Works - developing depth, resilience and clear accountability at every level, so the service performs consistently without over-reliance on central control. About you: We're looking for an experienced and credible operational leader who can run a large, complex delivery service while driving sustained improvement in performance, value and customer outcomes. You will need: Degree-level education and/or a relevant professional or leadership qualification, or equivalent senior leadership experience in a complex operational environment. Significant experience leading large-scale operational services, ideally within housing, property, construction or a comparable environment - with accountability for delivery, performance and budgets. Strong commercial and financial awareness, with experience managing supply chains, improving productivity and delivering value for money across in-house and external delivery models. A track record of driving service improvement and change - strengthening planning, performance management and ways of working to deliver more consistent, reliable outcomes. The ability to lead through others - building strong leadership and management capability, creating clear accountability and enabling teams to perform without over-reliance on central control. Strong communication and influencing skills, with the ability to work effectively across organisational boundaries and build trusted relationships with colleagues, partners and stakeholders. Join us in delivering essential services and building a sustainable Southampton for all. For further information about this role, please view the job description. What we can offer you: Salary: The salary band for this role is £83,643 - £91,823. The starting salary is £83,643 with annual progression through the salary bands. Here at SCC we have a range of different benefits, a few examples can be found below. Excellent local government pension with 16.8% employer contribution Death in service benefit of x3 salary, and optional salary sacrifice shared cost AVC (additional voluntary contribution) Generous holiday 25-31 days, based on role and service Flexible working options (role-dependent) Family-friendly policies - Maternity, Paternity, Adoption, Shared/Unpaid Parental Leave, Time off for Dependents Training and development, including coaching and mentoring Health and wellbeing support - Employee Assistance Programme, Menopause Pledge, Mental Health First Aiders and access to a variety of staff networks Veteran-friendly employer with the Armed Forces Covenant Retail discounts and savings through the Southampton City Council benefits platform Discounted memberships at local sports and fitness centres Sustainable travel benefits - low emission car scheme, cycle to work, season ticket loans Employee volunteering scheme with 2 paid days leave to volunteer For further information on our benefits package, please visit: Employee benefits (southampton.gov.uk) . click apply for full job details
Apr 30, 2026
Full time
Head of Housing Works We're looking for a proven leader to join Southampton City Council as the Head of Housing Works. This is a rare opportunity to lead a large and fast-paced in-house direct labour organisation (DLO) - Southampton's preferred and much prized delivery partner for maintaining and improving over 16,000 homes - while driving a shift to a more modern, performance-driven service that underpins the whole Housing system. You'll play a pivotal role in turning day-to-day delivery into a reliable, high-quality service for tenants, while acting as an intelligent supplier to Housing as it moves from recovery and reactive operations towards a more proactive, customer-centred landlord that delivers consistently strong services. About the team We're part of the Council's Residents' Services Directorate, which brings together housing, customer services and community support around a shared purpose: to make sure every resident has access to a safe, affordable and sustainable home, and to strengthen the communities that make Southampton a city of opportunity. Housing Works plays a critical delivery role within Housing's commissioning model - delivering repairs, maintenance, compliance, planned works and estates services across the city's housing stock. Through a large in-house workforce and supply chain, the service is responsible for ensuring homes are safe, well-maintained and available to meet demand. Working closely with colleagues across Housing and related services including Homelessness, Housing Works translates priorities, standards and investment decisions into effective delivery. It ensures that work is well planned, resources are used effectively and services are delivered consistently across the city - forming a key part of a joined-up housing system focused on better outcomes for tenants. This is a newly designed structure, and you will be joining at the point where it moves from design into delivery - shaping how Housing Works operates in practice and establishing the standards, culture and performance needed for short, medium and long-term improvement. About the role In August 2024, the Regulator for Social Housing identified serious failings in how we met the consumer standards. That judgement has been a turning point - and we're now using it to drive lasting improvements for tenants, residents and communities. Our intention is to rebuild confidence and deliver real, sustained change that improves the quality of homes and the lives of people who live in them - building on the progress we have already made over the last twelve months. As Head of Housing Works, you'll be a key member of the Housing Directorate Senior Leadership Team (SLT). Together, the SLT is responsible for ensuring Housing operates as part of a coherent system - owning delivery of Housing's overall purpose and making sure services operate in a joined-up, effective way. Within that, you will lead a large and complex delivery service responsible for repairs, maintenance, compliance, planned works and estates services across the city's housing stock and neighbourhoods. You will ensure services are safe, compliant and deliver value for money, giving tenants, the Council and the Regulator confidence that that Housing is under control and improving. You'll provide clear operational leadership across a large workforce and supply chain - setting priorities in line with commissions from your clients, establishing strong performance expectations and ensuring that work is outcome-focussed, well planned, delivered consistently and to customer expectations. You'll also lead the modernisation of Housing Works - improving productivity, strengthening planning and scheduling, and embedding better use of data and systems. With new core systems being introduced to support mobile working and scheduling, you will build on these foundations to establish more consistent, efficient and modern ways of working, and to drive better value from both the in-house workforce and the wider supply chain. You'll work closely with colleagues across Housing to act as an intelligent supplier - translating priorities, standards and investment decisions into effective delivery. This means shaping Housing Works as a high-performing, commercially aware delivery partner that makes the best use of its own capacity and external suppliers, delivers strong value for money, and feels fully part of a joined-up Housing team. You'll balance day-to-day operational grip with longer-term improvement, ensuring Housing Works supports the wider system to achieve better outcomes for tenants. Success will depend on working with others across Housing, the wider Council and partners. Together with the other Heads of Service, you'll help make Housing operate well as a coherent system that connects commissioning with delivery - maintaining performance today while driving sustained improvement over time. Everything you do will contribute to Southampton's vision to be a city of opportunity where everyone thrives through more equal, healthier, safer, growing and greener communities. Key responsibilities include: Lead a large in-house workforce and supply chain (over 400 staff and c.£33m p.a. spend) to deliver repairs, maintenance, compliance and planned works - ensuring services are safe, reliable, deliver value for money and meet regulatory requirements. Set clear priorities and performance expectations for staff - ensuring work is well planned, delivered consistently and right first time, where possible. Drive improvements in productivity, planning, scheduling and use of resources - reducing waste and improving outcomes for tenants. Act as an intelligent supplier to Housing - translating priorities, standards and investment decisions into effective delivery, and shaping demand and outcomes with commissioning colleagues. Develop Housing Works as a high-performing, commercially aware and modern delivery partner - making effective use of in-house capacity and external suppliers to deliver strong value for money. Lead and embed change across Housing Works - increasing flexibility and adaptability in how the service operates as part of Housing's new commissioning model, so it can respond to changing demand, new ways of working and wider local government reorganisation. Build strong leadership and management capability across Housing Works - developing depth, resilience and clear accountability at every level, so the service performs consistently without over-reliance on central control. About you: We're looking for an experienced and credible operational leader who can run a large, complex delivery service while driving sustained improvement in performance, value and customer outcomes. You will need: Degree-level education and/or a relevant professional or leadership qualification, or equivalent senior leadership experience in a complex operational environment. Significant experience leading large-scale operational services, ideally within housing, property, construction or a comparable environment - with accountability for delivery, performance and budgets. Strong commercial and financial awareness, with experience managing supply chains, improving productivity and delivering value for money across in-house and external delivery models. A track record of driving service improvement and change - strengthening planning, performance management and ways of working to deliver more consistent, reliable outcomes. The ability to lead through others - building strong leadership and management capability, creating clear accountability and enabling teams to perform without over-reliance on central control. Strong communication and influencing skills, with the ability to work effectively across organisational boundaries and build trusted relationships with colleagues, partners and stakeholders. Join us in delivering essential services and building a sustainable Southampton for all. For further information about this role, please view the job description. What we can offer you: Salary: The salary band for this role is £83,643 - £91,823. The starting salary is £83,643 with annual progression through the salary bands. Here at SCC we have a range of different benefits, a few examples can be found below. Excellent local government pension with 16.8% employer contribution Death in service benefit of x3 salary, and optional salary sacrifice shared cost AVC (additional voluntary contribution) Generous holiday 25-31 days, based on role and service Flexible working options (role-dependent) Family-friendly policies - Maternity, Paternity, Adoption, Shared/Unpaid Parental Leave, Time off for Dependents Training and development, including coaching and mentoring Health and wellbeing support - Employee Assistance Programme, Menopause Pledge, Mental Health First Aiders and access to a variety of staff networks Veteran-friendly employer with the Armed Forces Covenant Retail discounts and savings through the Southampton City Council benefits platform Discounted memberships at local sports and fitness centres Sustainable travel benefits - low emission car scheme, cycle to work, season ticket loans Employee volunteering scheme with 2 paid days leave to volunteer For further information on our benefits package, please visit: Employee benefits (southampton.gov.uk) . click apply for full job details
To provide strong, visible leadership and strategic oversight of a 40-bed nursing and residential care home specialising in dementia care. The Operations Manager will ensure the delivery of high-quality regulatory compliance, financial sustainability, and continuous service improvement. Key Responsibilities 1. Leadership & Management Provide clear leadership to the administrative and domestic team Foster a positive, inclusive, and accountable workplace culture Oversee recruitment, retention, and development of staff Implement systems and processes to support high quality care and improve operational efficiency Ensure effective use of clinical systems and digital services Lead on policies and HR processes 2. Strategic Oversight Contribute to and implement the organisation s strategic plan Identify growth opportunities and service improvements Monitor performance against KPIs and drive continuous improvement Lead change management initiatives 3. Quality & Compliance Ensure compliance with regulatory standards (e.g. Care Quality Commission requirements) Oversee audits, inspections, and action plans Maintain high standards of clinical governance and safeguarding Ensure robust policies and procedures are in place and followed 4. Operational Management Ensure safe staffing levels and effective rota management for the administration and domestic team Monitor occupancy levels and admissions processes Manage incidents, complaints, and risk effectively 5. Financial Management Manage budgets, financial planning and reporting Monitor income streams including OCC contracts and self-funding residents. Work with accountants and the finance officer to ensure financial stability Ensure efficient use of resources without compromising care quality Identify opportunities to improve income generation and operational efficiency. 6. Procurement & Resource Management Lead procurement strategy for equipment, supplies, and services Negotiate contracts and maintain supplier performance Ensure value for money and compliance with procurement policies 7. Stakeholder Engagement Build strong relationships with families, and external partners Liaise with local authorities Represent the organisation professionally in all interactions 8. Safeguarding & Risk Management Ensure robust safeguarding practices are embedded Lead on risk assessments and mitigation strategies Promote a culture of safety and transparency Person Specification Essential Qualifications & Experience Proven experience in a senior management role within health or social care Strong knowledge of regulatory frameworks (e.g. Care Quality Commission standards) Demonstrable experience in staff leadership and team development Experience in financial management and budget control Experience in procurement and contract management Desirable Management qualification (e.g. Level 5 Diploma in Leadership for Health & Social Care) Experience managing care services Skills & Competencies Leadership Strong, confident, and empathetic leadership style Ability to motivate and inspire teams Strategic Thinking Ability to think long-term and align operations with organisational goals Data-driven decision-making Communication Excellent verbal and written communication skills Ability to engage effectively with diverse stakeholders Operational Excellence Strong organisational and problem-solving skills Ability to manage competing priorities Financial & Commercial Awareness Understanding of budgets, cost control, and financial reporting Commercial awareness in procurement and service delivery Personal Attributes Compassionate and values-driven Resilient and adaptable High integrity and professionalism Key Performance Indicators (KPIs) Regulatory inspection ratings (e.g. Care Quality Commission) Occupancy rates Staff turnover and retention Budget adherence Resident and family satisfaction Working Conditions On-site role, with participation in the on-call rota out of hours Other Requirements Enhanced DBS check Right to work in the UK Vale House is a not-for-profit Dementia Care Home specialising in the highly skilled care required for people who have complex needs arising from dementia. Its specialist care is much sought after and is provided in a light bright building which was purpose built in 2012 just outside Oxford, between Littlemore and Sandford-on-Thames. The forty individual en-suite rooms, which are all outward looking, are built around a figure of eight with internal courtyard gardens where residents can walk safely and securely. Founded in 1990 Vale House has one clear purpose: to care for people with dementia however severe or complicated, and to support their families. The quality of the work of Vale House rests on the skill and commitment of the staff who are chosen with care, well taught and then helped to learn further and work closely as a team. Support for families is a defining characteristic of Vale House, and unusually Vale House has dedicated family support workers, committed to supporting the family and friends of each resident. This commitment contributes greatly to the inclusive friendly environment which so many family and visitors comment on. Vale House is registered as an independent charity with the Charity Commission and with Companies House and conforms to the standards and procedures required by those two bodies. It is governed by a committed Board of Directors (unpaid) who are also the Trustees of the charity.
Apr 30, 2026
Full time
To provide strong, visible leadership and strategic oversight of a 40-bed nursing and residential care home specialising in dementia care. The Operations Manager will ensure the delivery of high-quality regulatory compliance, financial sustainability, and continuous service improvement. Key Responsibilities 1. Leadership & Management Provide clear leadership to the administrative and domestic team Foster a positive, inclusive, and accountable workplace culture Oversee recruitment, retention, and development of staff Implement systems and processes to support high quality care and improve operational efficiency Ensure effective use of clinical systems and digital services Lead on policies and HR processes 2. Strategic Oversight Contribute to and implement the organisation s strategic plan Identify growth opportunities and service improvements Monitor performance against KPIs and drive continuous improvement Lead change management initiatives 3. Quality & Compliance Ensure compliance with regulatory standards (e.g. Care Quality Commission requirements) Oversee audits, inspections, and action plans Maintain high standards of clinical governance and safeguarding Ensure robust policies and procedures are in place and followed 4. Operational Management Ensure safe staffing levels and effective rota management for the administration and domestic team Monitor occupancy levels and admissions processes Manage incidents, complaints, and risk effectively 5. Financial Management Manage budgets, financial planning and reporting Monitor income streams including OCC contracts and self-funding residents. Work with accountants and the finance officer to ensure financial stability Ensure efficient use of resources without compromising care quality Identify opportunities to improve income generation and operational efficiency. 6. Procurement & Resource Management Lead procurement strategy for equipment, supplies, and services Negotiate contracts and maintain supplier performance Ensure value for money and compliance with procurement policies 7. Stakeholder Engagement Build strong relationships with families, and external partners Liaise with local authorities Represent the organisation professionally in all interactions 8. Safeguarding & Risk Management Ensure robust safeguarding practices are embedded Lead on risk assessments and mitigation strategies Promote a culture of safety and transparency Person Specification Essential Qualifications & Experience Proven experience in a senior management role within health or social care Strong knowledge of regulatory frameworks (e.g. Care Quality Commission standards) Demonstrable experience in staff leadership and team development Experience in financial management and budget control Experience in procurement and contract management Desirable Management qualification (e.g. Level 5 Diploma in Leadership for Health & Social Care) Experience managing care services Skills & Competencies Leadership Strong, confident, and empathetic leadership style Ability to motivate and inspire teams Strategic Thinking Ability to think long-term and align operations with organisational goals Data-driven decision-making Communication Excellent verbal and written communication skills Ability to engage effectively with diverse stakeholders Operational Excellence Strong organisational and problem-solving skills Ability to manage competing priorities Financial & Commercial Awareness Understanding of budgets, cost control, and financial reporting Commercial awareness in procurement and service delivery Personal Attributes Compassionate and values-driven Resilient and adaptable High integrity and professionalism Key Performance Indicators (KPIs) Regulatory inspection ratings (e.g. Care Quality Commission) Occupancy rates Staff turnover and retention Budget adherence Resident and family satisfaction Working Conditions On-site role, with participation in the on-call rota out of hours Other Requirements Enhanced DBS check Right to work in the UK Vale House is a not-for-profit Dementia Care Home specialising in the highly skilled care required for people who have complex needs arising from dementia. Its specialist care is much sought after and is provided in a light bright building which was purpose built in 2012 just outside Oxford, between Littlemore and Sandford-on-Thames. The forty individual en-suite rooms, which are all outward looking, are built around a figure of eight with internal courtyard gardens where residents can walk safely and securely. Founded in 1990 Vale House has one clear purpose: to care for people with dementia however severe or complicated, and to support their families. The quality of the work of Vale House rests on the skill and commitment of the staff who are chosen with care, well taught and then helped to learn further and work closely as a team. Support for families is a defining characteristic of Vale House, and unusually Vale House has dedicated family support workers, committed to supporting the family and friends of each resident. This commitment contributes greatly to the inclusive friendly environment which so many family and visitors comment on. Vale House is registered as an independent charity with the Charity Commission and with Companies House and conforms to the standards and procedures required by those two bodies. It is governed by a committed Board of Directors (unpaid) who are also the Trustees of the charity.
Director of Leaseholder Services London or Midlands Competitive + benefits At MTVH, our homeowners including leaseholders and shared owners need services that are transparent, responsive and fair, with clear accountability for standards, costs and outcomes. As Director of Leaseholder Services, you will provide strategic and operational leadership for our national leaseholder services function, acting as the senior authority on leasehold and shared ownership matters across a portfolio of circa 20,000 homes. You will be the primary advocate for our leasehold and shared ownership customers (and other home ownership products where applicable), ensuring their voice informs service design, investment visibility, communications and performance priorities. This is a high-impact leadership role, responsible for strengthening governance, improving customer satisfaction, and driving consistent service quality through robust performance management and effective oversight of third parties, including managing agents and freeholders. As a member of MTVH's Senior Leadership Team, you will work collaboratively across the organisation to resolve complex issues and deliver our 2030 corporate strategy. What you'll be accountable for Strategic leadership Set and deliver a clear strategy for leaseholder services aligned to MTVH's corporate priorities and customer expectations. Provide visible, confident leadership that drives a customer-centred culture and measurable improvement. Operational excellence Lead the end-to-end delivery of leasehold and shared ownership services, ensuring clear plans, effective resource coordination and timely issue resolution. Act as a catalyst for joined-up delivery across Customer Services, Assets/Property, Finance and Legal, owning the resolution of complex leasehold matters and ensuring a coherent customer journey. Governance, risk and compliance Ensure compliance with relevant legal, regulatory and policy requirements, proactively identifying and managing risk (including escalation where required). Own and maintain the policy and procedural framework for your function, ensuring it is current, embedded and auditable. Be accountable for the quality and integrity of data and records to enable reliable reporting and oversight. Financial stewardship and value for money Lead strong financial accountability across service charge governance, major works processes, and income and expenditure management within your remit. Balance financial stewardship with fairness, transparency and value for money for customers, ensuring decisions are evidence-led and defensible. Leasehold management & customer outcomes Provide strategic oversight across key areas including Section 20 / major works consultation, lease variations, renewals, compliance with lease terms, dispute resolution and tribunal cases. Drive improvements in satisfaction, engagement and complaints performance, ensuring communications are clear, proactive and transparent. Third party and stakeholder management Build effective relationships with managing agents and freeholders, holding them to account for service quality, compliance and customer outcomes. Represent MTVH in internal and external forums, offering clear advice, reporting and decision support to enable timely decisions and good governance. People leadership Lead, develop and motivate teams in line with MTVH's values of Care, Dare, Collaborate and Own , building an inclusive, high-performance culture with strong succession and talent development. What we're looking for You'll bring significant senior leadership experience within a complex environment, with deep expertise in home ownership services. You will demonstrate: Substantial senior experience leading leasehold/shared ownership services (and related products) in a housing association or similar organisation. Strong technical capability across leasehold and home ownership management, including service charge governance, major works processes, contract management and leasehold law, with confidence managing risk, disputes and tribunals. Proven delivery of service improvement and operational change, strengthening performance, compliance and customer experience. Strong communications skills, relatable to all audiences you encounter. A strong track record of influencing across directorates and holding internal teams, contractors and managing agents to account. Qualifications: Educated to degree level (or equivalent qualification/experience). This senior position requires travel between office locations. Why join MTVH? This is an opportunity to shape a high-profile service that directly impacts customers' trust, satisfaction and value for money. You'll join a senior leadership community committed to clear accountability, strong governance, and improving outcomes for our residents and homeowners. How to apply Please submit your CV and supporting statement outlining how you meet the requirements of the role. Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England. We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people. We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities. A member of the National Housing Federation the G15 ? which represents London?s largest housing associations ? we influence policy for the benefits of our residents and the wider sector. In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We?ll do this by listening to our customers and working alongside them. Phone: (phone number removed) Email: (url removed)
Apr 29, 2026
Full time
Director of Leaseholder Services London or Midlands Competitive + benefits At MTVH, our homeowners including leaseholders and shared owners need services that are transparent, responsive and fair, with clear accountability for standards, costs and outcomes. As Director of Leaseholder Services, you will provide strategic and operational leadership for our national leaseholder services function, acting as the senior authority on leasehold and shared ownership matters across a portfolio of circa 20,000 homes. You will be the primary advocate for our leasehold and shared ownership customers (and other home ownership products where applicable), ensuring their voice informs service design, investment visibility, communications and performance priorities. This is a high-impact leadership role, responsible for strengthening governance, improving customer satisfaction, and driving consistent service quality through robust performance management and effective oversight of third parties, including managing agents and freeholders. As a member of MTVH's Senior Leadership Team, you will work collaboratively across the organisation to resolve complex issues and deliver our 2030 corporate strategy. What you'll be accountable for Strategic leadership Set and deliver a clear strategy for leaseholder services aligned to MTVH's corporate priorities and customer expectations. Provide visible, confident leadership that drives a customer-centred culture and measurable improvement. Operational excellence Lead the end-to-end delivery of leasehold and shared ownership services, ensuring clear plans, effective resource coordination and timely issue resolution. Act as a catalyst for joined-up delivery across Customer Services, Assets/Property, Finance and Legal, owning the resolution of complex leasehold matters and ensuring a coherent customer journey. Governance, risk and compliance Ensure compliance with relevant legal, regulatory and policy requirements, proactively identifying and managing risk (including escalation where required). Own and maintain the policy and procedural framework for your function, ensuring it is current, embedded and auditable. Be accountable for the quality and integrity of data and records to enable reliable reporting and oversight. Financial stewardship and value for money Lead strong financial accountability across service charge governance, major works processes, and income and expenditure management within your remit. Balance financial stewardship with fairness, transparency and value for money for customers, ensuring decisions are evidence-led and defensible. Leasehold management & customer outcomes Provide strategic oversight across key areas including Section 20 / major works consultation, lease variations, renewals, compliance with lease terms, dispute resolution and tribunal cases. Drive improvements in satisfaction, engagement and complaints performance, ensuring communications are clear, proactive and transparent. Third party and stakeholder management Build effective relationships with managing agents and freeholders, holding them to account for service quality, compliance and customer outcomes. Represent MTVH in internal and external forums, offering clear advice, reporting and decision support to enable timely decisions and good governance. People leadership Lead, develop and motivate teams in line with MTVH's values of Care, Dare, Collaborate and Own , building an inclusive, high-performance culture with strong succession and talent development. What we're looking for You'll bring significant senior leadership experience within a complex environment, with deep expertise in home ownership services. You will demonstrate: Substantial senior experience leading leasehold/shared ownership services (and related products) in a housing association or similar organisation. Strong technical capability across leasehold and home ownership management, including service charge governance, major works processes, contract management and leasehold law, with confidence managing risk, disputes and tribunals. Proven delivery of service improvement and operational change, strengthening performance, compliance and customer experience. Strong communications skills, relatable to all audiences you encounter. A strong track record of influencing across directorates and holding internal teams, contractors and managing agents to account. Qualifications: Educated to degree level (or equivalent qualification/experience). This senior position requires travel between office locations. Why join MTVH? This is an opportunity to shape a high-profile service that directly impacts customers' trust, satisfaction and value for money. You'll join a senior leadership community committed to clear accountability, strong governance, and improving outcomes for our residents and homeowners. How to apply Please submit your CV and supporting statement outlining how you meet the requirements of the role. Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England. We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people. We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities. A member of the National Housing Federation the G15 ? which represents London?s largest housing associations ? we influence policy for the benefits of our residents and the wider sector. In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We?ll do this by listening to our customers and working alongside them. Phone: (phone number removed) Email: (url removed)
Pre-Construction Director West Midlands Package: Salary to be discussed plus Car option & package Our client, a main contractor with a Head Office located in West Midlands are actively looking to develop their Pre-Construction Team with the introduction of a Pre-Construction Director. As a main contractor our client operates within a variety of business sectors including: Industrial, Education, Commercial, Health & Care Homes/Retirement Living. They are market leaders within certain sectors and produce an fantastic end product every time. Our client currently enjoys a turnover of £100 million and deliver New Build projects up to the value of £25million. You will work closely with the Managing Director and will have day to day responsibility for the Pre-Construction function and Team. The Candidate (Pre-Construction Director): As a Pre-Construction Director you ll be responsible for identifying and mitigating all contractual, commercial, technical, and technological risk to the business throughout the pre-construction stage, knowing when to escalate/engage with the Group Board on key decisions, risk and issues. • Suggest improvements to company systems so that they address the continuing business needs. • Continually develop relationships with consultants, clients and supply chain. • Ensure the business complies with legislative requirements as part of the CDM Regulations during pre-construction activities. • Assess significant H&S Risks as part of the overall risk management approach. Previous experience within the role of Pre-Construction Director/Manager with a Main Contractor Previous New Build and Refurbishment experience is essential. A full UK driving license The Package: Salary: dependent on experience Shareholder Director Company Car / Allowance Workplace Pension Bonus
Apr 29, 2026
Full time
Pre-Construction Director West Midlands Package: Salary to be discussed plus Car option & package Our client, a main contractor with a Head Office located in West Midlands are actively looking to develop their Pre-Construction Team with the introduction of a Pre-Construction Director. As a main contractor our client operates within a variety of business sectors including: Industrial, Education, Commercial, Health & Care Homes/Retirement Living. They are market leaders within certain sectors and produce an fantastic end product every time. Our client currently enjoys a turnover of £100 million and deliver New Build projects up to the value of £25million. You will work closely with the Managing Director and will have day to day responsibility for the Pre-Construction function and Team. The Candidate (Pre-Construction Director): As a Pre-Construction Director you ll be responsible for identifying and mitigating all contractual, commercial, technical, and technological risk to the business throughout the pre-construction stage, knowing when to escalate/engage with the Group Board on key decisions, risk and issues. • Suggest improvements to company systems so that they address the continuing business needs. • Continually develop relationships with consultants, clients and supply chain. • Ensure the business complies with legislative requirements as part of the CDM Regulations during pre-construction activities. • Assess significant H&S Risks as part of the overall risk management approach. Previous experience within the role of Pre-Construction Director/Manager with a Main Contractor Previous New Build and Refurbishment experience is essential. A full UK driving license The Package: Salary: dependent on experience Shareholder Director Company Car / Allowance Workplace Pension Bonus
Head of Finance - accounting leadership in a highly successful global consultancy based in Bournemouth Your New Company Join a dynamic, owner-managed professional services firm with a global footprint and a fantastic reputation, who are known for representing some of the world's most iconic brands. Headquartered in Bournemouth, this business blends creativity with commercial excellence, driven by a diverse and collaborative team. With over 50 years of heritage and growth over recent years, the company is financially secure and ambitious. They are seeking a commercially astute Head of Finance to provide strategic financial leadership, ensuring the business makes sound commercial decisions, maintains financial controls, and drives sustainable growth and profitability. Your New Job This is a pivotal leadership role, reporting directly to the MD and working closely with the board. You'll be a strategic partner, driving financial performance and enabling data-led decision-making across the business. The role is full-time, but there is scope for the role to be 4 days per week for the "perfect" person. Key responsibilities include: Leading and mentoring a small, high-performing finance teamLeading financial planning, budgeting, and forecasting cycles with precision and insightDeveloping pricing models and profitability analysis to support client and project-level decisionsEnhancing commercial awareness across the business through proactive financial business partnering with the Directors and other stakeholdersManaging statutory reporting, audit, and compliance with HMRC and regulatory bodiesOverseeing payroll and pensions, ensuring smooth and compliant operationsDriving systems and process improvements to support scalability and efficiency What You'll Need to Succeed You'll be ACA/ACCA/CIMA qualified with at least 5 years' post-qualification experience in an SME/owner-managed business. You'll bring a blend of strategic thinking and hands-on delivery, with a passion for driving growth and innovation. Experience in consultancy, marketing, or professional services sectors will be highly advantageous. What You'll Get in Return You will be joining a team with a collaborative, people-first culture, offering regular social events. This will be an autonomous role, where you have the capacity to make a lasting impact on a business. Competitive salary & benefits package includes the below:25 days + 8 bank holidays (after 12 months service, 20 days + 8 BHs until that point)Hybrid working available after probation (Up to 2 days from home per week)Free parking Subsidised gym membershipLife assurance (4x salary after 3 months)Auto-enrolment pension - 3% (company) and 5% minimum (employees can increase if wanted).Online Employee Assistance Provider What to Do Next If you're ready to take on a strategic & hands-on finance leadership role in a thriving consultancy, click 'apply now' to submit your CV or contact us for a confidential discussion. #
Oct 08, 2025
Full time
Head of Finance - accounting leadership in a highly successful global consultancy based in Bournemouth Your New Company Join a dynamic, owner-managed professional services firm with a global footprint and a fantastic reputation, who are known for representing some of the world's most iconic brands. Headquartered in Bournemouth, this business blends creativity with commercial excellence, driven by a diverse and collaborative team. With over 50 years of heritage and growth over recent years, the company is financially secure and ambitious. They are seeking a commercially astute Head of Finance to provide strategic financial leadership, ensuring the business makes sound commercial decisions, maintains financial controls, and drives sustainable growth and profitability. Your New Job This is a pivotal leadership role, reporting directly to the MD and working closely with the board. You'll be a strategic partner, driving financial performance and enabling data-led decision-making across the business. The role is full-time, but there is scope for the role to be 4 days per week for the "perfect" person. Key responsibilities include: Leading and mentoring a small, high-performing finance teamLeading financial planning, budgeting, and forecasting cycles with precision and insightDeveloping pricing models and profitability analysis to support client and project-level decisionsEnhancing commercial awareness across the business through proactive financial business partnering with the Directors and other stakeholdersManaging statutory reporting, audit, and compliance with HMRC and regulatory bodiesOverseeing payroll and pensions, ensuring smooth and compliant operationsDriving systems and process improvements to support scalability and efficiency What You'll Need to Succeed You'll be ACA/ACCA/CIMA qualified with at least 5 years' post-qualification experience in an SME/owner-managed business. You'll bring a blend of strategic thinking and hands-on delivery, with a passion for driving growth and innovation. Experience in consultancy, marketing, or professional services sectors will be highly advantageous. What You'll Get in Return You will be joining a team with a collaborative, people-first culture, offering regular social events. This will be an autonomous role, where you have the capacity to make a lasting impact on a business. Competitive salary & benefits package includes the below:25 days + 8 bank holidays (after 12 months service, 20 days + 8 BHs until that point)Hybrid working available after probation (Up to 2 days from home per week)Free parking Subsidised gym membershipLife assurance (4x salary after 3 months)Auto-enrolment pension - 3% (company) and 5% minimum (employees can increase if wanted).Online Employee Assistance Provider What to Do Next If you're ready to take on a strategic & hands-on finance leadership role in a thriving consultancy, click 'apply now' to submit your CV or contact us for a confidential discussion. #
Network Engineer - CCNP, LAN, Cisco, Nexus, Fortinet, Palo - Home/Surrey office based - £55,000 - £60,000 I am working with a Leading Solutions Provider and Cisco Gold partner to secure a Network Team lead. Reporting into the Director of Managed Services you will have full responsibility for the 2nd Line Network Team. As well as leading a team of 4, you will be required to still be very hands on and be the escalation point for any support issues. As well as being technical you will be responsible for the development of the team including 121's, team meeting and performance reviews and ensuring the team hit agreed targets via objectives and development plans. In addition, you will collaborate with the Problem Management team to make sure root cause analysis is completed for major incidents and with Customer Observability Management teams to improve Clients infrastructure. Ideally you will have come from an MSP and be able to attend the office one day a week to be with team and collaborate with the Senior Management on site at the Managed Services hub there. Key Skills: CCNP LAN, Nexus, Fortinet, Palo Still hands on technically - triaging and final escalation point for all support issues. Proven Leadership qualities and experience. Managing development of staff - performance reviews, 121's. Engaging with vendors Working with Problem Management and Customer Observability teams. Driving continuous improvements across the Managed Service offering. This is an outstanding business on a huge growth phase and looking to double in size in the next 3 years and this is a great time to join. Please hit the button to Apply and/or call Jimmy at InfraView for further info. If this role is not for you please Register with us letting us know your preferences and will be in touch when the right role comes in. Network 2nd Line Team Lead - CCNP, LAN, Cisco, Nexus, Fortinet, Palo - Home/Surrey office based - £55,000 - £60,000
Oct 06, 2025
Full time
Network Engineer - CCNP, LAN, Cisco, Nexus, Fortinet, Palo - Home/Surrey office based - £55,000 - £60,000 I am working with a Leading Solutions Provider and Cisco Gold partner to secure a Network Team lead. Reporting into the Director of Managed Services you will have full responsibility for the 2nd Line Network Team. As well as leading a team of 4, you will be required to still be very hands on and be the escalation point for any support issues. As well as being technical you will be responsible for the development of the team including 121's, team meeting and performance reviews and ensuring the team hit agreed targets via objectives and development plans. In addition, you will collaborate with the Problem Management team to make sure root cause analysis is completed for major incidents and with Customer Observability Management teams to improve Clients infrastructure. Ideally you will have come from an MSP and be able to attend the office one day a week to be with team and collaborate with the Senior Management on site at the Managed Services hub there. Key Skills: CCNP LAN, Nexus, Fortinet, Palo Still hands on technically - triaging and final escalation point for all support issues. Proven Leadership qualities and experience. Managing development of staff - performance reviews, 121's. Engaging with vendors Working with Problem Management and Customer Observability teams. Driving continuous improvements across the Managed Service offering. This is an outstanding business on a huge growth phase and looking to double in size in the next 3 years and this is a great time to join. Please hit the button to Apply and/or call Jimmy at InfraView for further info. If this role is not for you please Register with us letting us know your preferences and will be in touch when the right role comes in. Network 2nd Line Team Lead - CCNP, LAN, Cisco, Nexus, Fortinet, Palo - Home/Surrey office based - £55,000 - £60,000
Lead Financial Excellence at a World-Renowned Institution. The Courtauld is an internationally renowned university for art history, offering a range of degree programmes to appeal to art historians, conservators and curators. Our Gallery is set in the magnificent Somerset House, and is home to much loved masterpieces by Van Gogh, Monet & Renoir to name a few. We have an income of £33m and employ approx. 300 staff. We are seeking a strategic, technically skilled, and forward-thinking Head of Financial Operations & Control to lead and enhance our finance function. We have ambitious plans for growth with key priorities including expanding our student and visitor numbers, enhancing our estate, integrating data systems, and upgrading our IT and digital infrastructure. Reporting to the Director of Finance, the Head of Financial Operations & Control is a pivotal senior leadership role, responsible for ensuring the accuracy, completeness, and compliance of all financial records across The Courtauld and its subsidiaries. You will oversee core financial operations, reporting, tax and treasury management, investment support, regulatory compliance, and risk management, playing a key role in safeguarding the financial stability and integrity of the institution. Key Responsibilities Include: Lead the finance function, including financial accounting, control, compliance Manage all aspects of financial operations such as accounts payable/receivable, payroll, treasury, fixed assets, and tax Ensure accurate accounting and tax services to the group and its subsidiaries Lead the production of high-quality statutory financial statements, management reporting, and lead the annual audit Develop and maintain internal control policies, systems, and procedures to facilitate timely and accurate financial transactions and reporting Maintain the integrity and completeness of financial data held in the ERP system, including the chart of accounts and resolution of data quality issues Support investment strategy, manage treasury, endowment accounting and liquidity planning Drive continuous improvement in financial processes and controls and contribute to strategic financial planning Ensure compliance with regulatory and statutory obligations (including HMRC, VAT, Gift Aid and tax implications for fundraising activities) Build effective relationships across the institution and externally, including auditors, investment managers, and regulators Deputise for the Director of Finance when required In order to be successful in the role we're looking for; A qualified accountant (CCAB or equivalent) Significant experience in managing financial control and operations including VAT, Tax relief, treasury in a charitable/education/not-for-profit organisation of similar size and complexity Able to self-sufficiently lead a smooth, accurate and timely year end process Strong technical expertise in accounting standards, able to ensure correct accounting treatment of restricted, unrestricted and endowment income A proven track record of leading finance teams and driving process improvements, thriving to develop a best-in-class finance function Strong stakeholder engagement and the ability to influence at a senior level Experience in investment and endowment accounting is strongly desirable Why Join The Courtauld? You ll join a world-class institution with many of your stakeholders based at the iconic Somerset House. You will join at a time of exciting transformation and growth. You will be able to develop your skills and make a difference by further developing systems, processes, and contributing to the strategic growth of the investment portfolio. We offer a supportive, inclusive workplace with opportunities to make a lasting impact, in a vibrant, arts-focused environment. We also offer; Competitive salary of £75,000 Excellent USS pension scheme 30 days annual leave + additional closure days Training and development opportunities Hybrid work pattern 3 days a week in the office (Kings Cross) In order to apply, please submit your CV along with covering letter of no more than 1 side of A4 outlining why you wish to apply and highlighting your relevant experience by the 19th of October. For a confidential call to discuss your suitability please contact our recruitment partner Sian Negal of Morgan Law.
Oct 03, 2025
Full time
Lead Financial Excellence at a World-Renowned Institution. The Courtauld is an internationally renowned university for art history, offering a range of degree programmes to appeal to art historians, conservators and curators. Our Gallery is set in the magnificent Somerset House, and is home to much loved masterpieces by Van Gogh, Monet & Renoir to name a few. We have an income of £33m and employ approx. 300 staff. We are seeking a strategic, technically skilled, and forward-thinking Head of Financial Operations & Control to lead and enhance our finance function. We have ambitious plans for growth with key priorities including expanding our student and visitor numbers, enhancing our estate, integrating data systems, and upgrading our IT and digital infrastructure. Reporting to the Director of Finance, the Head of Financial Operations & Control is a pivotal senior leadership role, responsible for ensuring the accuracy, completeness, and compliance of all financial records across The Courtauld and its subsidiaries. You will oversee core financial operations, reporting, tax and treasury management, investment support, regulatory compliance, and risk management, playing a key role in safeguarding the financial stability and integrity of the institution. Key Responsibilities Include: Lead the finance function, including financial accounting, control, compliance Manage all aspects of financial operations such as accounts payable/receivable, payroll, treasury, fixed assets, and tax Ensure accurate accounting and tax services to the group and its subsidiaries Lead the production of high-quality statutory financial statements, management reporting, and lead the annual audit Develop and maintain internal control policies, systems, and procedures to facilitate timely and accurate financial transactions and reporting Maintain the integrity and completeness of financial data held in the ERP system, including the chart of accounts and resolution of data quality issues Support investment strategy, manage treasury, endowment accounting and liquidity planning Drive continuous improvement in financial processes and controls and contribute to strategic financial planning Ensure compliance with regulatory and statutory obligations (including HMRC, VAT, Gift Aid and tax implications for fundraising activities) Build effective relationships across the institution and externally, including auditors, investment managers, and regulators Deputise for the Director of Finance when required In order to be successful in the role we're looking for; A qualified accountant (CCAB or equivalent) Significant experience in managing financial control and operations including VAT, Tax relief, treasury in a charitable/education/not-for-profit organisation of similar size and complexity Able to self-sufficiently lead a smooth, accurate and timely year end process Strong technical expertise in accounting standards, able to ensure correct accounting treatment of restricted, unrestricted and endowment income A proven track record of leading finance teams and driving process improvements, thriving to develop a best-in-class finance function Strong stakeholder engagement and the ability to influence at a senior level Experience in investment and endowment accounting is strongly desirable Why Join The Courtauld? You ll join a world-class institution with many of your stakeholders based at the iconic Somerset House. You will join at a time of exciting transformation and growth. You will be able to develop your skills and make a difference by further developing systems, processes, and contributing to the strategic growth of the investment portfolio. We offer a supportive, inclusive workplace with opportunities to make a lasting impact, in a vibrant, arts-focused environment. We also offer; Competitive salary of £75,000 Excellent USS pension scheme 30 days annual leave + additional closure days Training and development opportunities Hybrid work pattern 3 days a week in the office (Kings Cross) In order to apply, please submit your CV along with covering letter of no more than 1 side of A4 outlining why you wish to apply and highlighting your relevant experience by the 19th of October. For a confidential call to discuss your suitability please contact our recruitment partner Sian Negal of Morgan Law.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas Works in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations Completes business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Drill Sheet, Stoplight Report, and any client specific reports not completed by Client Services Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all GECSP, HR and other policies and procedures Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues. Work with your cluster VP to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices Other duties as assigned. Main Job Requirements Education and Specific Training Bachelor's degree or equivalent experience in a call centre or business related field (e.g., management, sales) Work Experience Minimum 3 years' experience of complaint management in a regulated environment preferably Financial Service Minimum 2 years' experience of fraud management in a regulated financial services environment Experience of managing a large operation of 200+ people Experience of outsourcing preferable Special Certifications Lean Six Sigma certification at Green Belt level, preferred - Required Skills Technical Skills Comprehensive computer skills Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others Ability to use Excel's advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc., preferred Competencies and Specific Skills Achievement oriented Superior analytical ability Superior communication skills Robust and commercially balanced decision-making Flexibility Sound reasoning & judgement Excellent leadership and management skills Planning and organizing Lead by example / integrity Problem Solving Employee & Client satisfaction orientated Self-motivated and can motivate others Highly advanced team building skills Strategic and commercial thinker High levels of resilience and focus Coaching focus Advanced facilitation & presentation skills Advanced project management skills Advanced change management skills Advanced KPI knowledge and understanding Commercially astute Driven to succeed Continuous improvement mindset
Oct 01, 2025
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas Works in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations Completes business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Drill Sheet, Stoplight Report, and any client specific reports not completed by Client Services Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all GECSP, HR and other policies and procedures Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues. Work with your cluster VP to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices Other duties as assigned. Main Job Requirements Education and Specific Training Bachelor's degree or equivalent experience in a call centre or business related field (e.g., management, sales) Work Experience Minimum 3 years' experience of complaint management in a regulated environment preferably Financial Service Minimum 2 years' experience of fraud management in a regulated financial services environment Experience of managing a large operation of 200+ people Experience of outsourcing preferable Special Certifications Lean Six Sigma certification at Green Belt level, preferred - Required Skills Technical Skills Comprehensive computer skills Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others Ability to use Excel's advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc., preferred Competencies and Specific Skills Achievement oriented Superior analytical ability Superior communication skills Robust and commercially balanced decision-making Flexibility Sound reasoning & judgement Excellent leadership and management skills Planning and organizing Lead by example / integrity Problem Solving Employee & Client satisfaction orientated Self-motivated and can motivate others Highly advanced team building skills Strategic and commercial thinker High levels of resilience and focus Coaching focus Advanced facilitation & presentation skills Advanced project management skills Advanced change management skills Advanced KPI knowledge and understanding Commercially astute Driven to succeed Continuous improvement mindset
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas Works in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations Completes business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Drill Sheet, Stoplight Report, and any client specific reports not completed by Client Services Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all GECSP, HR and other policies and procedures Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues. Work with your cluster VP to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices Other duties as assigned. Main Job Requirements Education and Specific Training Bachelor's degree or equivalent experience in a call centre or business related field (e.g., management, sales) Work Experience Minimum 3 years' experience of complaint management in a regulated environment preferably Financial Service Minimum 2 years' experience of fraud management in a regulated financial services environment Experience of managing a large operation of 200+ people Experience of outsourcing preferable Special Certifications Lean Six Sigma certification at Green Belt level, preferred - Required Skills Technical Skills Comprehensive computer skills Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others Ability to use Excel's advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc., preferred Competencies and Specific Skills Achievement oriented Superior analytical ability Superior communication skills Robust and commercially balanced decision-making Flexibility Sound reasoning & judgement Excellent leadership and management skills Planning and organizing Lead by example / integrity Problem Solving Employee & Client satisfaction orientated Self-motivated and can motivate others Highly advanced team building skills Strategic and commercial thinker High levels of resilience and focus Coaching focus Advanced facilitation & presentation skills Advanced project management skills Advanced change management skills Advanced KPI knowledge and understanding Commercially astute Driven to succeed Continuous improvement mindset
Oct 01, 2025
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas Works in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations Completes business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Drill Sheet, Stoplight Report, and any client specific reports not completed by Client Services Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all GECSP, HR and other policies and procedures Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues. Work with your cluster VP to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices Other duties as assigned. Main Job Requirements Education and Specific Training Bachelor's degree or equivalent experience in a call centre or business related field (e.g., management, sales) Work Experience Minimum 3 years' experience of complaint management in a regulated environment preferably Financial Service Minimum 2 years' experience of fraud management in a regulated financial services environment Experience of managing a large operation of 200+ people Experience of outsourcing preferable Special Certifications Lean Six Sigma certification at Green Belt level, preferred - Required Skills Technical Skills Comprehensive computer skills Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others Ability to use Excel's advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc., preferred Competencies and Specific Skills Achievement oriented Superior analytical ability Superior communication skills Robust and commercially balanced decision-making Flexibility Sound reasoning & judgement Excellent leadership and management skills Planning and organizing Lead by example / integrity Problem Solving Employee & Client satisfaction orientated Self-motivated and can motivate others Highly advanced team building skills Strategic and commercial thinker High levels of resilience and focus Coaching focus Advanced facilitation & presentation skills Advanced project management skills Advanced change management skills Advanced KPI knowledge and understanding Commercially astute Driven to succeed Continuous improvement mindset
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas Works in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations Completes business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Drill Sheet, Stoplight Report, and any client specific reports not completed by Client Services Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all GECSP, HR and other policies and procedures Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues. Work with your cluster VP to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices Other duties as assigned. Main Job Requirements Education and Specific Training Bachelor's degree or equivalent experience in a call centre or business related field (e.g., management, sales) Work Experience Minimum 3 years' experience of complaint management in a regulated environment preferably Financial Service Minimum 2 years' experience of fraud management in a regulated financial services environment Experience of managing a large operation of 200+ people Experience of outsourcing preferable Special Certifications Lean Six Sigma certification at Green Belt level, preferred - Required Skills Technical Skills Comprehensive computer skills Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others Ability to use Excel's advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc., preferred Competencies and Specific Skills Achievement oriented Superior analytical ability Superior communication skills Robust and commercially balanced decision-making Flexibility Sound reasoning & judgement Excellent leadership and management skills Planning and organizing Lead by example / integrity Problem Solving Employee & Client satisfaction orientated Self-motivated and can motivate others Highly advanced team building skills Strategic and commercial thinker High levels of resilience and focus Coaching focus Advanced facilitation & presentation skills Advanced project management skills Advanced change management skills Advanced KPI knowledge and understanding Commercially astute Driven to succeed Continuous improvement mindset
Oct 01, 2025
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas Works in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations Completes business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Drill Sheet, Stoplight Report, and any client specific reports not completed by Client Services Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all GECSP, HR and other policies and procedures Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues. Work with your cluster VP to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices Other duties as assigned. Main Job Requirements Education and Specific Training Bachelor's degree or equivalent experience in a call centre or business related field (e.g., management, sales) Work Experience Minimum 3 years' experience of complaint management in a regulated environment preferably Financial Service Minimum 2 years' experience of fraud management in a regulated financial services environment Experience of managing a large operation of 200+ people Experience of outsourcing preferable Special Certifications Lean Six Sigma certification at Green Belt level, preferred - Required Skills Technical Skills Comprehensive computer skills Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others Ability to use Excel's advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc., preferred Competencies and Specific Skills Achievement oriented Superior analytical ability Superior communication skills Robust and commercially balanced decision-making Flexibility Sound reasoning & judgement Excellent leadership and management skills Planning and organizing Lead by example / integrity Problem Solving Employee & Client satisfaction orientated Self-motivated and can motivate others Highly advanced team building skills Strategic and commercial thinker High levels of resilience and focus Coaching focus Advanced facilitation & presentation skills Advanced project management skills Advanced change management skills Advanced KPI knowledge and understanding Commercially astute Driven to succeed Continuous improvement mindset
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas Works in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations Completes business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Drill Sheet, Stoplight Report, and any client specific reports not completed by Client Services Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all GECSP, HR and other policies and procedures Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues. Work with your cluster VP to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices Other duties as assigned. Main Job Requirements Education and Specific Training Bachelor's degree or equivalent experience in a call centre or business related field (e.g., management, sales) Work Experience Minimum 3 years' experience of complaint management in a regulated environment preferably Financial Service Minimum 2 years' experience of fraud management in a regulated financial services environment Experience of managing a large operation of 200+ people Experience of outsourcing preferable Special Certifications Lean Six Sigma certification at Green Belt level, preferred - Required Skills Technical Skills Comprehensive computer skills Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others Ability to use Excel's advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc., preferred Competencies and Specific Skills Achievement oriented Superior analytical ability Superior communication skills Robust and commercially balanced decision-making Flexibility Sound reasoning & judgement Excellent leadership and management skills Planning and organizing Lead by example / integrity Problem Solving Employee & Client satisfaction orientated Self-motivated and can motivate others Highly advanced team building skills Strategic and commercial thinker High levels of resilience and focus Coaching focus Advanced facilitation & presentation skills Advanced project management skills Advanced change management skills Advanced KPI knowledge and understanding Commercially astute Driven to succeed Continuous improvement mindset
Oct 01, 2025
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No Reports to : VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Manages and is responsible for day-to-day activities of one or more unit of operations Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company's operations Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts Manage the daily/weekly/monthly P&L Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis Spends time on floor to audit current procedures to monitor and improve efficiency of operations Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day Leads, manages, develops and motivates a team of ACCM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied Participate in monthly and quarterly ATAC meetings Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate Demonstrates expertise on Teleperformance's tools, service offerings and processes, and a deep understanding of the client's requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance's capabilities Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues. Works together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas Works in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations Completes business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Drill Sheet, Stoplight Report, and any client specific reports not completed by Client Services Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all GECSP, HR and other policies and procedures Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues. Work with your cluster VP to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices Other duties as assigned. Main Job Requirements Education and Specific Training Bachelor's degree or equivalent experience in a call centre or business related field (e.g., management, sales) Work Experience Minimum 3 years' experience of complaint management in a regulated environment preferably Financial Service Minimum 2 years' experience of fraud management in a regulated financial services environment Experience of managing a large operation of 200+ people Experience of outsourcing preferable Special Certifications Lean Six Sigma certification at Green Belt level, preferred - Required Skills Technical Skills Comprehensive computer skills Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others Ability to use Excel's advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc., preferred Competencies and Specific Skills Achievement oriented Superior analytical ability Superior communication skills Robust and commercially balanced decision-making Flexibility Sound reasoning & judgement Excellent leadership and management skills Planning and organizing Lead by example / integrity Problem Solving Employee & Client satisfaction orientated Self-motivated and can motivate others Highly advanced team building skills Strategic and commercial thinker High levels of resilience and focus Coaching focus Advanced facilitation & presentation skills Advanced project management skills Advanced change management skills Advanced KPI knowledge and understanding Commercially astute Driven to succeed Continuous improvement mindset
