Job description
Job title:
Operations Manager
Department:
Victim Services and/or Specialist Services
Reporting to:
Account Manager
Responsible for: A team of staff and volunteers
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1. Purpose of the job
Accountable for the recruitment and development of Volunteers and Victims’
services in the community by managing a team and working closely with other
agencies, developing links and networks across the statutory and voluntary sector to
provide a range of services to meet the needs of victims of crime. Identify
opportunities for appropriate projects to improve available services to all victims of
crime. Work closely with the Account Manager to prepare appropriate bids for those
services. To be accountable for Information Management ensuring adherence to
Victim Supports Confidentiality Policy and Information Sharing Policies, including,
Safeguarding, Disclosure and Domestic Homicide Reviews (DHR’s).
2. Main duties
 To assist the Account Manager in the development and delivery of the local
plan and budget
 To develop local community participation and relationships with funders
 To carry out effective recruitment and management of line as directed.
 To promote Victim Support’s services and identify and obtain local funding
and contribute to the regional fundraising and income generation
 To develop and maintain effective links with local key partners.
 To develop and co-ordinate victims focus groups to ensure the victims voice is
heard and services developed to meet the changing needs.
 To provide statistical information and reports as required
 To forecast the number and skills of volunteers and to devise a strategic plan
of achieving this.
 To be responsible for the organisation of conference’s, including guest
speakers as required
 To ensure compliance and consistency around project delivery
 To be accountable for the performance of your team against local plans and
performance standards including compliance with national standards and
codes of practice and all legislative requirements
 To represent Victim Support on local, area and national groups/ committees
including devising presentations regarding Victim Support as required
 To assist the Account Manager with the development and management of
Victim Support services including meeting Key Performance Indicators
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o Create accurate progress reports and take appropriate action to
address identified under-performance
To assist the Account Manager with the development and delivery of the local
plan and budget
To manage and be accountable for the processing of all appropriate
paperwork relating to staff and/ or processes and income and expenditure and
investigate variances within own budgets
To manage complaints and grievances made about service delivery and
employees to a satisfactory conclusion and within policy
To maintain an overview of workloads of line managed staff
To promote and to provide effective lines of communication with staff and
volunteers
To promote and lead on local fundraising activities
3. Generic responsibilities
 Ensure compliance with legal, ethical, regulatory and social requirements
 Manage personal resources and own professional development
 Ensure all duties are carried out in a manner which promotes Victim Support’s
equality and diversity policies
 Undertake other activities as required
 Promote a health and safety culture within the workplace, observe all health
and safety rules and procedures and all attend training courses as required
and where appropriate conduct risk assessments e.g. VDU, maternity, lone
working, H&S audits etc
 Ensure essential information of a sensitive or personal nature is not disclosed
to or discussed with inappropriate persons
 Ensure all information is maintained in accordance with the Data Protection
Act
 Undertake any other duties as required
4. Travel
 There is likely to be a regular requirement for travel including rare overnight
stays
5. Unsocial Hours
 There will be a rare requirement to work unsocial hours
This job description serves to illustrate the type and scope of the duties
currently required for the above post and to provide an indication of the
required level of responsibility. It is not a comprehensive or exclusive list and
duties may be varied from time to time, they will not however change the
general character of the job or the level of responsibility entailed.
Person specification
Job Title:
Operations Manager
Department: Victim Services and/or Specialist Services
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1. Knowledge and Experience
Essential
 Delivering a service and working directly with clients or service users in a
statutory, voluntary or community work setting or complex customer focused
organisation
 Understanding and valuing the needs of a service delivery team with a strong
client focus (S)
 Understanding and knowledge of an active commitment to promoting equal
opportunities and diversity
 Managing and providing support to a team, including performance
management one to one’s and staff development
 Leading and managing teams through change programmes (S)
 Voluntary and statutory agencies including relevant professional roles,
particularly in the criminal justice, health and social care sectors
 Ability to work at a strategic level with partners and an in-depth
understanding of the needs of victims (S)
 Ability to work with a diverse range of organisations and clients
Desirable
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Working independently and as part of a team
The criminal justice system and the impact of crime
Issues facing the voluntary sector, volunteers and staff
Experience of safeguarding issues and legislation
Understanding and knowledge of the requirement for confidentiality and safe
working practice and maintenance of files in accordance with the Data
Protection Act and other legal requirements
2. Skills and abilities
Essential
 Ability to promote the service to secure funding opportunities (S)
 Ability to work without direct supervision, prioritise work and deal with
competing or conflicting demands/ needs and interests in an organised and
methodical manner (S)
 Ability to communicate sensitively and effectively both verbally and in writing
with a wide range of people
 Influence others (S)
 Build effective teams (including project and virtual teams) and sustain
relationships
 Gather, analyse and use information and evidence from different sources,
solve and resolve problems
 Ability to think logically and plan methodically for operational effectiveness
 Promote organisational interests and values
 Build and develop effective teams
 Use generic IT applications
 Will be required to work flexible hours and travel
 Ability to promote the work of Victim Support
 To recognise own strengths and address weaknesses
 Value and support others