Head of Client Services

6 months ago

Oxford, United Kingdom Refugee Resource Full time

**Job Description and Person specification**

**Post**:Interim Head of Client Services
**Salary**: £36,000 - £42,000
**Hours**:37.5 hours per week

**Reports and is accountable to**:Chief Executive Officer
**No. of line management reports**:Up to 6 FTE members of staff

Inc. Service area leads, Counselling & Psychotherapy,
Mentoring, Women’s services, Social Inclusion, Men’s Advice and Advocacy

**Location**: East Oxford

**PURPOSE OF POST**

This post holder will be responsible for the operational delivery of the Refugee Resource’s (RR) counselling and psychotherapy services and supporting programme; will manage and lead the service areas to ensure the services are operated to a high standard, according to RR’s ethos and in accordance with policy and procedure, while also identifying and responding effectively to new service delivery opportunities.

This will include implementing & attracting new business opportunities through social enterprise training; and being a market leader that advocates for, and demonstrates positive outcomes for our clients.

MAIN DUTIES
- Ensure that all services meet the needs of service users and other partners, that the use of these services is maximised, that performance is monitored and managed and value for money is achieved.
- Manage people, delegate budgets and other resources, utilising them innovatively and creatively to benefit service provision, ensuring expenditure is contained within budgets and that risk and needs are balanced to deliver RR’s overall and local objectives.
- Support strategic planning and the delivery of the business plan.
- Promote and represent the organisation and its services to external audiences including funders and partners, and ensure the needs and voices of refugees and asylum seekers drive service development and delivery to bring on board new initiatives as part of the business growth and sustainable agenda.
- Ensure compliance with relevant legislation/criteria, safeguarding and best practice models as part of delivering high quality, client-centred, safe, effective, caring, responsive and well-led services.
- Advocate and deliver talks and training to raise awareness of the issues facing our client group and to raise funds.
- Identify opportunities to provide paid-for training to third-party organisations that are seeking to strengthen their capacity to support and work with refugees.

**KEY RESPONSIBILITIES**

1. Leadership & Management
- To drive change in operations and provide effective leadership in the planning and implementation of major change management programmes.
- To ensure that the people and resources within areas of responsibility are effectively and efficiently managed to balance need and risk, whilst achieving delivery of RR objectives; the best possible outcomes for people who use its services.
- To implement and adhere to HR Policies & Procedures, including disciplinary / grievance investigations in line with RR’s processes;
- Ensure best practice service delivery and adherence to all relevant regulations and procedures; ensure health & safety policies are implemented and adhered to.
- To work with the CEO and other lead managers to explore the development of new services to add to the

RR portfolio; contribute to the development of annual service plans.
- To work in partnership with others to develop funding bids; report to funders and support fundraising activities and events.
- To effectively manage high levels of risk areas in respect of the organisation; promote organisational learning and the highest standards of practice in terms of safeguarding.
- To set performance targets for individuals and the service and monitor performance against them.
- To ensure all clients receive a welcoming, safe service that is responsive to their individual needs and appropriate to RR’s remit, signposting where appropriate.
- To work closely with managers across functions to ensure an integrated approach and foster positive partnership working.
- To have responsibility for the management and development of the service to ensure it is delivered in a manner that reflects the diversity of the client RR serves.
- To keep abreast of current trends and developments in all relevant areas concerning professional practice, relevant legislation and central government guidance.
- To represent the CEO and the organisation at meetings and working groups as appropriate.
- To participate in special developments/projects in line with business objectives.
- To be responsible for complex case decisions that may involve issues of risk, safety and safeguarding and have significant resource implications within the scheme of delegation.
- Ensure that staff have clear work objectives and standards.
- To ensure regular consultation and feedback with people who use services on the nature and quality of services delivered; ensure this is utilised to improve services.
- To model and promote the organisation’s Diversity and Equal Opportun

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