Job Description

Salary:

45,500 (pro rata)

Pension:

6% employer pension (under review subject to Ts &Cs)

Hours:

32 hours per week (flexible/hybrid)

Annual Leave

: 25 days plus 11 Public Holidays

Health Care:

AXA Health Business Plan (terms & conditions apply)

Reports to:

CEO

Contract:

Permanent

Role Purpose

As a key member of the Senior Leadership Team, the Head of Services will lead the strategic development, performance, and impact of all operational programmes and frontline services.
This role ensures that our services deliver measurable outcomes, meet the highest quality and safeguarding standards, and respond effectively to identified community needs.

The postholder will drive continuous improvement and innovation in service design and delivery -- ensuring our programmes remain quality focused, evidence-based, person-centred, and aligned with the organisation's mission and strategy.

The Head of Services ensures that the organisation's operational delivery consistently achieves excellence, impact, and sustainability.

Key Responsibilities

1. Strategic and Operational Leadership

Provide clear leadership across all service delivery areas, ensuring alignment with organisational strategy and values. Lead the implementation of operational plans that translate strategic goals into measurable service outcomes. Contribute to strategic planning as part of the Senior Leadership Team, offering data-driven insight on service performance and emerging needs. Champion a culture of excellence, innovation, accountability, and continuous improvement across all service teams.

2. Service Performance, Quality, and Impact

Ensure services meet contractual, KPI, and quality standards, with robust systems for monitoring, evaluation, and reporting. Embed impact measurement and learning into all service delivery, ensuring data informs decision-making and improvement. Lead quality assurance frameworks and ensure compliance with safeguarding, health & safety, GDPR, and relevant legislation. Oversee the effective management of complaints, feedback, and incidents in a transparent, learning-focused way.

3. People and Culture

Line manage and develop Service Leads and delivery staff, promoting a high-performance culture. Provide coaching, mentoring, and professional development opportunities that empower staff to deliver to their full potential. Model values-led leadership that promotes inclusivity, collaboration, and wellbeing. Act as Designated Safeguarding Lead, providing strategic oversight of safeguarding across all services.

4. Financial and Contract Management

Lead service budget planning, monitoring, and forecasting to ensure financial sustainability and value for money. Oversee commissioning and contract compliance, ensuring all deliverables are achieved and risks are managed effectively. Work collaboratively with the Corporate Services Manager to ensure financial reporting, procurement, and compliance processes are robust and efficient.

5. Collaboration and External Relationships

Develop and maintain strong relationships with commissioners, funders, and partners to sustain and enhance service delivery. Work with the leadership team to identify opportunities for service development, innovation, and partnership delivery. Represent the organisation at relevant networks and forums, promoting our impact and best practice in service delivery.

6. Governance and Reporting

Provide regular reports to the CEO, Senior Leadership Team, and Board on service performance, outcomes, and emerging risks. Ensure policies, procedures, and operational frameworks remain compliant, up to date, and effectively implemented. Contribute to organisational governance, risk management, and strategic decision-making as part of the Senior Leadership Team.

Person Specification

Essential Experience and Knowledge

Degree-level qualification (or equivalent experience) in a relevant discipline such as social care, community development, health, management, business development or education. Significant leadership experience (minimum 5 years) managing multi-service delivery in the voluntary/community, health, or social care sector. Proven record of achieving excellence in operational delivery, quality assurance, and impact measurement. Strong understanding of commissioning, contract management, and public funding frameworks. Demonstrable experience of leading safeguarding practice at organisational level. Solid understanding of data protection, equality, and regulatory compliance within service environments. Experience in budget management, financial planning, and value-for-money oversight. Proven ability to lead and motivate high-performing teams through change and growth.

Desirable

Experience working with statutory agencies, funders, and cross-sector partners. Knowledge of quality assurance frameworks and outcome-based reporting. Postgraduate or professional qualification in management, health, social care, education, or community services. Understanding of research, evaluation, and user engagement methods.

Skills and Attributes

Strategic thinker with operational acumen -- able to translate vision into delivery. Outstanding leadership, people management, and interpersonal skills. Excellent analytical, organisational, and problem-solving abilities. Strong written and verbal communication skills, including reporting and presentation. Collaborative, resilient, and committed to equality, diversity, and inclusion.

Other Requirements:

Full, clean driving licence and access to a car (travel between four organisational sites is essential).

Commitment to equality, diversity, inclusion, and continuous improvement.

Overview

We are seeking an experienced and dynamic Head of Customer Service to lead and optimise our customer support operations. This pivotal role involves managing a diverse team, developing strategic initiatives, and ensuring exceptional service delivery across multiple channels. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a multilingual ability to serve our global clientele effectively. This position offers an exciting opportunity to shape the customer experience and drive continuous improvement within our organisation.

Responsibilities

Lead, motivate, and supervise the customer service team to achieve high standards of performance and customer satisfaction. Develop and implement customer service strategies aligned with organisational goals. Analyse customer feedback and service metrics to identify areas for improvement and implement effective solutions. Manage escalations efficiently, ensuring timely resolution of complex issues. Foster a culture of continuous learning and professional development within the team. Collaborate with other departments to streamline processes and enhance overall customer experience. Oversee training programmes to ensure team members are well-equipped with product knowledge and communication skills. Monitor industry trends and incorporate best practices into service delivery models. Maintain comprehensive documentation of procedures, policies, and performance reports.

Experience

Proven management experience within a customer service environment, preferably in a leadership or supervisory role. Strong analysis skills with the ability to interpret data and translate insights into actionable strategies. Multilingual proficiency in English and Spanish is highly desirable to support diverse customer bases. Demonstrated leadership qualities with the ability to inspire teams and drive results. Excellent communication skills, both verbal and written, with an aptitude for clear, professional interaction across various channels. Experience supervising teams in fast-paced settings, managing multiple priorities effectively. Familiarity with customer relationship management (CRM) systems and other relevant software tools is advantageous. This role offers a unique opportunity for a dedicated professional to influence organisational success through exceptional leadership in customer service management.
Job Types: Part-time, Permanent

Pay: 38,826.66 per year

Expected hours: 32 per week

Benefits:

On-site parking Private medical insurance
Work Location: Hybrid remote in Newry, BT35 6UA