Head of Operations

Working closely with the CEO, your role will be to help ensure that effective and efficient delivery of operational activity throughout the organisation and play a key role in strategic development and planning service delivery, representing and being responsible for the Advice and Service Delivery function of our organisation at a strategic level both internally and with external stakeholders.

As a senior representative of Citizens Advice Cornwall your role will involve building and maintaining external partnerships that reflect the values and standards that make the organisation a trusted source for our clients. Having a hands-on approach to project management you will foster positive working relationships with internal departments and external operational partners.
You will oversee the delivery a variety of projects, including our core advice service, as well as the development of new projects from a wide range of locations across the county. You will provide support to ensure that the individual projects are meeting their key performance indicators as advised by funders and assisting in reporting to funders at regular intervals.

You will play a pivotal role in formulating strategy, improving performance and ensuring the team are well trained and resourced to deliver value for our clients. You will be expected to work with the leadership team to increase and oversee the consistent high quality of customer interactions, implement best practice whilst maintaining Citizens Advice Cornwall’s good reputation.
You will be responsible for monitoring and managing risk within the organisation and raising awareness of new and developing areas of concern.

You will expected to deputise for the Chief Executive Officer in their absence.