Operations Manager

Job description

We are entering an exciting phase of growth and are looking to expand our services supporting families and individuals and extend our reach across Birmingham, the Black Country, and surrounding areas. This new Operations Manager role is central to these plans.

As Operations Manager, working closely with the CEO, you'll oversee the day-to-day running of organisation across our 2 main premises and in other community venues. You will manage the admin and appointments functions and ensure our services run smoothly, consistently, and with a focus on quality, sustainability, and user experience.

Initially, the role will be hands-on and operational, with responsibility for recruiting and training administrative staff, fully re-opening our 2 main premises, and transitioning to a hybrid model of online and face-to-face counselling. You will also support the implementation of updated policies, procedures, and new online appointment and case management systems.

As the organisation grows, there is significant opportunity for development, allowing you to contribute to how our services are delivered, strengthen our team, and help us meet the increasing need for our services.

Based at our Birmingham office, this role will require some flexibility in working hours to meet service needs, including working at other centres from time to time.

What you'll do

• Oversee day-to-day operations across Birmingham, Wolverhampton, and community venues.

• Lead and manage the administration team, including recruitment, training, and volunteer coordination.

• Manage appointments, service utilisation, waiting times, and payments.

• Streamline processes and systems to improve efficiency, consistency, and client experience.

• Support implementation of new technology, online appointments, and case management systems.

• Ensure premises are safe, functional, and fit-for-purpose.

• Monitor service performance, budgets, and KPIs; prepare reports for management and funders.

• Promote a positive, inclusive, and supportive workplace culture.

• Work closely with service managers and the CEO to align operations with strategic goals.

• Ensure compliance with HR, health & safety, and organisational policies.

What we're looking for

• Proven experience in operational management, ideally in third sector, health, or community services.

• Strong administrative experience and ability to oversee budgets, KPIs, and performance.

• Experience designing and embedding processes, policies, and systems.

• Confident in implementing technology and using data to drive decisions.

• Experience managing premises and creating safe, functional environments.

• Understanding of client journeys and accessibility, with experience improving engagement and service utilisation.

• Knowledge of HR and health & safety, with experience managing staff wellbeing and compliance.

• Strong leadership, communication, and relationship-building skills, with a commitment to inclusion and equity.

About Kapella

Kapella's mission is to build better relationships and improve the wellbeing of families and individuals. We provide accessible and affordable services, including counselling, family mediation, training, and domestic abuse programmes across Birmingham and the Black Country. Our work includes self-paying clients as well as funded projects delivered through contracts, grants, and partnerships.

Why join Kapella?

Play a key role in expanding essential services to families and individuals across Birmingham and the Black Country.

Be part of a passionate, supportive, and values-driven team.

Significant opportunity to shape operational processes and grow into a senior leadership role.

25 days annual leave plus Bank Holidays, pension, CPD and staff wellbeing support.

How to apply

Please send your CV and a covering letter outlining your relevant experience and how you meet the requirements of the role.

Closing date: Wednesday 5 November 2025.

Kapella is an inclusive employer and welcomes applications from all sections of the community.

Location: Birmingham Office (with travel to Wolverhampton and other community venues)

Hours: Full-time (37.5 hours per week) – 4 days considered for the right candidate