JOB TITLE: Support Services Business Manager

JOB DESCRIPTION

JOB TITLE: Support Services Business Manager

JOB PURPOSE:

To lead the development and delivery of AUKES’s (Age UK East Sussex’s) Social Enterprise - Support

Services by providing leadership and expertise to ensure both strategic development of services and the effective

implementation/delivery of plans

ACCOUNTABLE TO:Services Director

LOCATION: East Sussex

HOURS OF WORK:35 per week

DIRECTLY RESPONSIBLE FOR:

Foot Care & Podiatry Services

Help & Home

Day Opportunities (Clubs)

Information and Advice Services

CONTRACT:Permanent

Purpose of the post

To lead the development, growth, promotion and delivery of AUKES ( Age UK East Sussex’s) services that sit within Social Enterprise Support Services by providing leadership and business development expertise to ensure strategic development of services, effective operational management and implementation of business plans.

Duties and Responsibilities

Development and Delivery of Social Enterprise and Information and Advice

To lead the delivery of the Support Services Team services and activities including the development and growthof self-sustaining social enterprise business models where clients pay for support services

To reduce the reliance on internal AUKES charity contributions to services such as Information & Advice and look to be creative in the wayall the social enterprise services self-sustain and support.

To ensure that projected financial modelling and forecasting is managed to ensure long term sustainability and growth

With the Directorate and Management Teams develop AUKES social enterprise portfolio thatevidences an understanding of the needs of the area/s and social demographics by identify new opportunities for expansion of the services across East Sussex

To provide regular monitoring, growth and evaluation reports of relevant services for AUKES’s quarterly and annual reviewsto ensure the smooth running and sustainment of services. To ensure that accurate and up-to-date statistical information is maintained by Support Services Teams

To ensure that risk management is central to the team’s operations and to ensure that effective risk management procedures, for each project, are in place and regularly reviewed

To understand the audiences and to target through market reach strategies, promotion and sales of social enterprise services

To develop relationships with statutory, voluntary and independent providers to ensure that all services are promoted effectively and within the corporate guidelines.

To establish positive relationships with other AUKES’s services and other service providers to facilitate effective development of joint working and partnership
Ensure that the customerperspective is central to all team and services/activities by continually encouraging feedback through service user communications, formal and informal

To ensure effective protocols exist to ensure good practice in dealing with clients who require support from other services within the organisation.

Managing the Support Services Team

To proactively manage The Support Services Team providing clear leadership, supervision, coaching , development opportunities, support, coaching guidance and appraisals

To work within the policies and procedures of AUKES and apply consistent principles of diversity and equal opportunities throughout the work of the team and to ensure full compliance with the companies policy and procedure on safeguarding
To be responsible for ensuring that the recruitment, training and the supervision of staff and volunteers, as appropriate, are in line with AUKES’s policies and procedures

To raise and manage risk and issues in terms of team and individual performance to be accountable for delivery of outcomes through teams operational activities and to manage all leave and sickness in line with company policy and procedure and to flag and risk and issues relating to the same

To be responsible for with director of services for setting/monitoring KPI and targets for individual and teams

Build and manage effective relationships with other key organisations

Develop effective working relationships and partnerships (where appropriate) with statutory, voluntary, independent providers local older people forums and Age Concern groups toprogress the strategic direction of the charity and promote AUKES services and products, generate leads and work collaboratively

To represent the Charity at relevant forums

Active participation in the Senior Management Team

Work effectively with other members of the management team to support the developmentof and implement services strategies and plans.

To work with the Services Director , Finance & Resources Director and Chief Executive to identify anddevelop social enterprise income generation and funding opportunities.

To work on specific tasks and/or projects across the organisation as the agreed by the Directorate.

Quality processes

To ensure compliance within the teams to Age UK East Sussex quality standards currently ISO 9001 and Age UK Organisational Quality Standardand to ensure compliance with the Care Quality Commission regulatory framework (Foot Care and Podiatry)

To ensure that your team’s template (standard) documents are kept up-to-date at all times and logged on the template document schedule (according to the template document procedure)

To ensure that regular customer satisfaction surveys, for all activities are conducted by your team and summaries provided to the Quality Manager for presentation at the quarterly quality review meetings

To ensure that all external complaints are logged and acted upon according to the complaints procedure

To ensure that all non-conformance of services and activities (i.e. where the service/activity does not meet the standards expected), are logged together with preventative action, for the attention of the Quality Manager

To ensure that you raise risks and issues with the Director of Services in order to be able to manage mitigation

Other

To be prepared to alter agreed weekly working arrangements and on occasions to be able to attend

meetings and events and/or to cover other team members' sickness or annual leave

To undertake other tasks and duties as may be reasonably required by the Services Director

To cross promote all AUKES services, products and commercial activities

Training

To complete relevant training as agreed with your Manager and to be committed to your professional development through self-directed learning and training provided by AUKES

Person Specification

Attribute / Quality / Essential/Desirable
Education/
Qualification / Relevant Managerial Qualifications (e.g. CMI , ILM )
Minimum Degree level qualification or equivalent / E
D
Experience / A minimum of 3 years’ experience of successfully leading, managing and developing a team
A minimum of 2 years’ experience of managing service delivery programmes in community settings
Experience of delivery and design of social enterprise modelling
Experience of successfully managing projects to deliver specific outputs and outcomes
Experience of initiating, developing and implementing community-based (preferably health related) projects both as directly provided services and in partnership with other agencies/social enterprise
Experience in fundraising
Demonstrable experience of working within a quality framework
Experience of contributing to change in service provision / E
E
E
E
E
D
D
D
Knowledge / Demonstrable knowledge and experience of managing contracts and/or funded projects
Knowledge of the Adult Social Care and NHS agenda
Knowledge of local statutory and voluntary services in East Sussex
Knowledge and experience in managing safeguarding process and procedures / D
D
D
D
Skills and Abilities / Ability to maintain a system for monitoring service delivery performance and to prepare monthly and quarterly performance management reports for each service
An understanding and ability to manage risk and develop and implement risk registers for each area of work
Ability to contribute to the management of the organisation at a senior level.
Excellent self-management skills, motivation, initiative, creativity and flexibility in a rapidly changing environment.
Highly developed inter-personal and communication skills, establishing positive relationships with staff and with other partners and agencies.
Proven ability to lead, inspire and motivate others to meet organisational objectives
Ability to work on own initiative and under pressure
Good administrative and organisational skills including computer literacy / E
E
E
E
E
E
E
E
Other / Ability and willingness to travel throughout East Sussex / E

I confirm that I have received and read the above Job Description and Person Specification

As an employee of the charity, I understand the duties and responsibilities assigned to me. Furthermore, I understand that these are intended as guidelines and may change over time, as necessary. From time to time, I understand I may be asked to perform duties and undertake responsibilities that are not specifically set out in my job description but are suitable for my role and level.

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