Age UK Nottingham and Nottinghamshire have an exciting opportunity for a Senior Operational Manager to join the team.
Location: Nottingham, NG8 6AD (Hybrid)
Salary: £31,867 PA
Job Type: Full – Time, Permanent (37 Hours PW)

ABOUT US:

Age UK Nottingham & Nottinghamshire employs over 100 members of staff in a variety of jobs including management, administration, customer service, Information and advice advisors, support workers and HR.
Our charity shares a common goal, no matter what job role we carry out: that older people can find the help and support they need to enjoy their later life as much as possible. Our dedicated staff, along with over 300 volunteers, put their diverse skills, talents and passions to good use for the benefit of the older people of Nottingham and Nottinghamshire.
Everything we do, we do to make a positive difference to everybody that we interact with. Through our values we show integrity and treat each other with respect, kindness and compassion, celebrating our differences and our diverse community.
Senior Operational Manager - The Role:
The Age UK Nottingham and Nottinghamshire Advice team provides welfare benefits advice tailored to the needs of older and vulnerable people in Nottingham and Nottinghamshire. With a small team of paid staff, the service works extensively with volunteers to provide services including office appointments, telephone sessions and home visits across Nottingham and Nottinghamshire.
The key purpose of this role is to be responsible for the operational effectiveness of the Advice service, ensuring that high quality, appropriate, and effective services are delivered, in line with the needs of older and vulnerable people in Nottingham and Nottinghamshire. The postholder is responsible for meeting service outcomes and targets, for ensuring quality standards are met and for the monitoring and reporting of key performance indicators.
Senior Operational Manager – Key Responsibilities:
- Oversee Service Operations: Ensure the Advice service operates effectively, aligning with funding requirements and service specifications
- Team Leadership: Manage a team of paid staff and volunteers, including line management of a - Senior Benefits Advisor, to deliver high-quality services
- Quality Assurance: Maintain and monitor quality standards, ensuring compliance with the Advice Quality Standard and other relevant benchmarks
- Performance Monitoring: Establish systems to measure performance against key indicators, producing accurate reports for internal and external evaluation
- Stakeholder Engagement: Promote the charity and its services, forging positive relationships with funders and partner agencies to support funding opportunities
Senior Operational Manager – You:
- Experience managing an advice service, ensuring performance and quality standards are met.
- In-depth knowledge of welfare benefits, including both working-age and pension-age entitlements
- Strong attention to detail, with accuracy in benefit assessments and case documentation
- Proven ability to lead and motivate a hybrid team through change
- Excellent organisation and workload management, meeting deadlines while maintaining quality
- Strong interpersonal skills to build trusting relationships across various communication method
- Experience in multi-agency collaboration and forming effective partnerships
- Understanding the needs of individuals facing independence challenges due to age, disability, or bereavement
- Proficient in IT, including CRM databases and Microsoft Office
- Commitment to Equality and Diversity, ensuring policy implementation
Senior Operational Manager – Benefits:
- 24 working days (pro-rated for part time hours). Employees are granted 8 Public Holidays. One additional days leave is added to the annual leave entitlement for each year of service up to a maximum of 8 additional days
- Flexible working
- 4% employer contribution pension (in line with auto-enrolment rules)
- Blue Light card
- BUPA Employee Assistance Programme
- Range of retail, travel and lifestyle employee discounts

Please refer the Job description for details