JOB DESCRIPTION

CAP celebrates the value of diversity and our aim is for our workforce to be as inclusive as possible as well as representing the communities we serve. With this in mind, we welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from candidates from black and ethnic minority backgrounds. We are committed to continue building an environment that embraces diversity and includes all.

SKILLS REQUIRED

• Confident decision maker
• Excellent communication at all levels
• Ability to produce excellent results through the use of team dashboards
• Ability to lead a team in actively promoting the cultural values of CAP
• Ability to develop strengths and skills in others
• Ability to challenge poor performance
• Ability to prioritise time, tasks and attention effectively in a pressured environment
• Able to hold a good balance between detail and the `big picture¿
• Good strategic insight and understanding of organisational aims
• Ability to collaborate across teams and departments
• High emotional intelligence and ability to understand the human factors involved in the role
• Capable of maintaining own emotional wellbeing
• Skilled in techniques that assist in team strategy e.g. problem definition, ideation, LEAN methodologies

EDUCATIONAL REQUIREMENTS

A Levels or equivalent

GENUINE OCCUPATIONAL REQUIREMENTS

Under the 2010 Equality Act, schedule 9, we have a genuine occupational requirement for all employees and volunteers to be practising Christians.
For further information, please contact the People & Culture team on 01274 760720 (option 6) or email recruitment@capuk.org.
Information on genuine occupational requirements.

PURPOSE:

As a core member of our Hub team, you will be the driving force behind the delivery of CAPs products, empowering debt advisors and case officers in your team to deliver exceptional support to debt coaches and clients.
Your key focus will be to inspire, empower and challenge Approved Intermediaries, Debt Advisors and Case Officers to provide an excellent debt service to partner churches and clients, ensuring that individual metrics and overall service level agreements are maintained. You will collaborate with the Area Partnership Managers, Church and Client Support and Service Quality and Operational Insight to solve challenges, implement impactful change, and create connections between team members. You will work closely with other Regional Team Managers and the Senior Regional Delivery Manager within your Hub to allocate resources effectively. By fostering a culture of holistic client support, you’ll empower your team to support debt coaches and see clients supported through financial crisis.
Reports to: Senior Head of Services
Direct Reports: 12-13 Debt Advisors & Case Officer reports per FTE. This will be adjusted for part time hours.

RESPONSIBILITIES

• Team Leadership and Employee Engagement: Lead, mentor, and develop team members to achieve their goals through regular catch-ups, annual appraisals and performance reviews. Build a positive team culture that boosts engagement and motivation. Hire and onboard new team members.
• Resource and Performance Management: Plan and manage resources effectively to meet business objectives and adjust to changing needs. Set clear expectations, monitor performance, and address any issues with action plans.
• Strategic Alignment and Problem Solving: Deliver department objectives through actionable team plans. Ensure adherence to policies, procedures, and industry standards. Address challenges, make informed decisions, and foster a problem-solving culture within the team.
• Communication and Change Management: Facilitate clear communication within the team and with wider stakeholders. Guide the team through changes, ensuring smooth transitions and adaptability.
• To carry out personnel management of staff including: onboarding of new team members, managing holiday requests in order to ensure the team is adequately staffed at all times and handling staff member absence due to sickness