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Operations manager

Gateshead
Trigon Recruitment Ltd
Operations manager
Posted: 13h ago
Offer description

Job Description: Operations Manager

Interested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed.
Location: Gateshead & Sunderland
Contract: Permanent
Hours: 21 hours per week (Monday to Friday)
Salary: £45,000 per annum (pro rata)
(Full UK driving licence and willingness to travel across the region as required)

Role Overview:
We are seeking an experienced and inspirational Operations Manager to lead and oversee a high-performing team delivering Individual Placement and Support (IPS) services across Gateshead and Sunderland.
You will manage a multidisciplinary team including Employment Specialists, Partnership Engagement staff, Frontline Managers, and Administrators driving performance, ensuring quality, and promoting person-centred, recovery-focused support.
The Operations Manager will be responsible for ensuring adherence to the IPS model while achieving financial, performance, and quality targets set by the commissioner. You will play a key leadership role in embedding best practice, supporting professional development, and ensuring consistent delivery standards across multiple sites.
This position involves regular travel across the region and requires a hands-on, resilient leader with strong interpersonal and organisational skills.

Key Responsibilities:
Service Delivery & Model Fidelity
Ensure all IPS services are delivered in line with the evidence-based IPS model and meet fidelity standards.
Monitor and evaluate service outcomes including job placements, retention, and participant satisfaction.
Lead quality assurance processes and prepare for external fidelity reviews and audits.
Promote a culture of excellence, accuracy, and continuous improvement.
Manage escalated complaints and maintain high standards of customer service.

Leadership & Development
Provide effective leadership, supervision, and coaching to staff, promoting continuous learning and high performance.
Support staff wellbeing and resilience in a fast-paced, frontline environment.
Foster a positive, collaborative, and inclusive team culture focused on recovery and empowerment.
Cascade information effectively, ensuring staff engagement through regular team meetings and briefings.
Identify and address development needs to enhance team capability and performance.
Stakeholder Engagement
Build and maintain strong relationships with clinical teams, commissioners, employers, and community partners.
Represent the service at strategic meetings, forums, and external events.
Promote the IPS model and contribute to service innovation and development.
Collaborate with internal and external stakeholders to share best practice and drive improvement.

Operational Oversight & Performance Management
Oversee service coverage, caseload distribution, and resource allocation across multiple locations.
Lead on performance reporting, ensuring data accuracy and timely submission of management information.
Support recruitment, onboarding, and training of IPS staff in partnership with the Learning & Development team.
Ensure delivery of all key performance indicators (KPIs), service level agreements, and quality standards.
Produce regular reports and presentations for senior management and commissioners.
Conduct performance reviews, professional development meetings, and ensure appropriate action planning.
Collaborate with senior management on HR-related matters and subcontractor management.

Essential Criteria:
Extensive leadership and operational management experience within health, social care, or employment services.
Proven ability to build and maintain relationships with internal and external stakeholders at senior levels.
Strong understanding of the IPS model and its practical application within supported employment.
Proven track record of managing multi-site teams and driving performance through effective data analysis.
Excellent communication and interpersonal skills, with the ability to inspire, influence, and motivate others.
Strong analytical and problem-solving skills with the ability to interpret and act on management information.
Experience managing HR-related processes (formal and informal).
Understanding of safeguarding in relation to vulnerable adults.
Strategic thinker with a proactive, hands-on approach and the ability to manage multiple priorities.
Full UK driving licence and willingness to travel across the region as required.

Desirable Criteria:
Experience supporting IPS fidelity reviews and performance frameworks.
Previous experience leading programmes that support individuals facing complex barriers to employment.
Experience within the Employability and/or Adult Skills sector.
Previous experience of mentoring or leading managers.
Knowledge of employment law, welfare benefits, and vocational rehabilitation.
Experience supporting the implementation of new programmes or services.
Understanding of financial oversight and P&L reporting.

TPBN1_UKTJ

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