Sales Operations Manager

The Operations Manager will ensure the efficient and effective running of our Age UK York office, and the processes and systems needed to facilitate this. This extends to the other premises used by our organisation including our charity shops in York.

This involves management and provision of services provided by a small team of support staff. Working to ensure other managers' expectations are managed effectively to ensure competing business priorities are met whilst maintaining a high quality of customer service. This will include ensuring that relevant processes meet the requirements of our National Quality standards.

The role provides essential organisational support covering Information and Communications Technology (ICT) arrangements, estates management and associated health and safety and risk arrangements. These will include our variety of systems and range of external supplier partnerships, ensuring they continue to offer the best operational and value for money benefits to meet our evolving needs. The postholder will form a vital part of Age UK York's collective drive in realising our ambitions and shaping our future in meeting the needs of older people across York

Initial Priorities

The initial six months in the role will prioritise a review of our external ICT providers and identification of alternate office premises ahead of our current lease termination date. You will work closely with senior management and with our Retail Operations Manager to ensure robust processes for incident management and premise maintenance, as well as identifying opportunities for expanding our estate and developing our office-based provision of services.

Key Responsibilities

Management of our Business Support function

· Line management of support staff, including Administration and Data reporting roles.

· Work with service managers to align the cross-organisation Business Support function to the developing needs and priorities of our operations.

Estate management

· Management of our St. Edmunds office ensuring a safe and effective working environment for all our team and visitors.

· Provide oversight and support to our shop locations across York, working with our shop teams to ensure suitable high quality and welcoming locations.

· Continuing review and development of our estates and associated procedures and arrangements to ensure they continue to best meet our evolving needs in delivering against our organisational priorities.

· Liaising with external stakeholders, including providers, landlords, suppliers and partners in undertaking works and surveying support.

· Be part of our office's open and closing team rota and to be one of our points of contact in the event of an alarm activation at our building.

Equipment, Systems and Resources

· Provide management and ownership of the systems used across our organisation including day to day administration through the Business Support function. Includes user access, communication and troubleshooting support.

· Manage relationships and act as operational point of contact for our outsourced service providers, including for IT, Telephony, Mobile Phones and Wi-Fi, ensuring the most effective arrangements and agreements in support of our organisation both in respect to provision and cost.

· Oversee day to operations of the charity's ICT systems and arrangements and support future planning and harnessing technology to support and strengthen our charity including for our people and those we exist to help.

· Work alongside operational teams to review and arrange for developments to these resources and support functions to best meet operational needs.

· Oversee the provision of guidance, training and other support arrangements to help develop the confidence, expertise, and learning of colleagues across the organisation, as part of the wider learning and development programme.

Information Management

· Work closely with Data Reporting Project Manager to support development of our CRM and associated systems.

· Oversee the ongoing administration and maintenance of our CRM system, providing line management to our Data and Reporting support staff.

· Work with CEO and other colleagues in our obligations in accordance with data protection law – including GDPR – and undertake named duties such our assigned information governance role registered with Information Commissioner's Office (ICO) and commitments to partners such as NHS.

Health and Safety

· Work with the CEO and colleagues in supporting organisational Health and Safety and our commitment to the highest standards for our people and all who use our services.

· Maintain the incident register and report back to our Health and Safety working group. Act as Fire Marshall for our main offices.

· Work with the retail operations manager and senior staff to ensure robust fire safety procedures throughout our office and shop premises.

Business Continuity

· Work with CEO, management and across teams, volunteers and trustees to undertake Business Continuity Management arrangements enabling our compliance with recognised standards.

· Undertake collective preparation, planning, training and exercises to support Age UK York's readiness and recovery from disruption in ensuring our ability to continue delivery of our vital services

Job Type: Full-time

Pay: From £28,167.00 per year

Work Location: In person