Overview
Regional Team Manager (Service Delivery) role at Christians Against Poverty (CAP).
Note: This is a hybrid role (40-60 percent based at the Bradford support hub) with potential travel to centres within the regional hub. Role can be full time or part time depending on candidate circumstances.
Role details
Context: CAP's mission is to end UK poverty by equipping churches to reach their communities and empower and serve churches through debt advice and coaching services. This role leads the delivery of CAPs products, empowering debt advisors and case officers to deliver support to debt coaches and clients.
Purpose: Inspire, empower and challenge Approved Intermediaries, Debt Advisors and Case Officers to provide excellent debt service to partner churches and clients, while maintaining individual metrics and service level agreements. Collaborates with Area Partnership Managers, Church and Client Support, and Service Quality and Operational Insight. Works with other Regional Team Managers and the Senior Regional Delivery Manager to allocate resources and foster holistic client support.
Reports to: Senior Head of Services. Direct Reports: 12-13 Debt Advisors & Case Officers per FTE (adjusted for part-time hours).
Responsibilities
* Effective personnel management to deliver a high‑performing debt help service in collaboration with the church.
* Manage holidays, sickness and other absence to ensure adequate staffing.
* Regular catch-ups with feedback on quality, client outcomes and customer service; coach and empower team members.
* Deliver effective team communication to engage staff and support change management.
* Demonstrate ownership of organisational awareness and wider strategy.
* Workload management to facilitate an effective debt service; prioritise to meet SLAs within the team and the Hub.
* Collaborate with other Regional Team Managers and the Senior Hub Delivery Manager to align workload with SLAs.
* Participate in Hub and wider departmental management and lead across the department as needed.
* Champion collaboration within teams and across the Hub; participate in hub management to understand regional needs.
* Collaborate with Area Partnership Managers to innovate, solve challenges, implement change and provide operational insight.
* Create connection points between Debt Coaches, Debt Advisors and Case Officers; foster a healthy team culture.
* Lead regular stand-ups and team meetings with local CAP staff; engage with wider CAP life and regional events.
* Monitor data, share insights and act on available data sources.
* Uphold CAP cultural values and celebrate moments of faith; support personal development through onboarding, probation, and goal-setting; facilitate CPD and development reviews.
* Invest in personal development and attend relevant training within Service Delivery and CAP.
* Other tasks as required by line manager related to operations.
Manager Accountabilities
* Team Leadership and Employee Engagement: lead, mentor, and develop team members; hire and onboard new staff; conduct regular performance reviews.
* Resource and Performance Management: plan and manage resources to meet objectives; set expectations and address issues with action plans.
* Strategic Alignment and Problem Solving: deliver department objectives; ensure policy adherence; foster problem-solving culture.
* Communication and Change Management: facilitate clear communication and guide through changes.
* Personnel management: onboarding, holidays, and sickness management to maintain adequate staffing.
Measurable outputs
* New staff onboarding and existing staff adoption of new processes; personalized action plans as needed.
* Proficiency of team in outputs and quality standards; apply performance management if needed.
* Hub rota management and resource collaboration to maintain SLAs.
* Delivery of responsibilities assigned by the Senior Hub Delivery Manager or Senior Head of Services.
* Effective use of coaching, appraisals, and CPD to ensure development goals are met.
* Time allocated for personal development and participation in peer learning and broader training.
Culture
* Live CAP cultural values and demonstrate commitment to the charity.
* Respect and practice of the Christian ethos and purpose of the charity.
Skills Required
* Confident decision making; excellent communication across levels.
* Ability to use dashboards to drive results and promote CAP values.
* Develop strengths in others; challenge poor performance; prioritize effectively under pressure.
* Balance between detail and the big picture; strategic insight and cross-team collaboration.
* High emotional intelligence; maintain own wellbeing; use LEAN methods for team strategy.
Christian Commitment
Candidate must be able to give verbal assent to and demonstrate CAP's Statement of Faith and Core Values. Active participation in prayer and worship is expected as part of personal faith and CAP's ethos.
All adults working in or on behalf of CAP have a responsibility to safeguard and promote the welfare of children and adults. This includes creating a safe environment and following CAP safeguarding policies.
Essential and Desirable
Essential Experience: delivering results in a service-based environment; using initiative.
Desirable Experience: experience in Service Delivery, CAP debt help procedures, leading teams, and regional/partner-based service delivery with local churches.
Educational Requirements
A Levels or equivalent
Rewards and Wellbeing
CAP offers a generous rewards and wellbeing package, including: 6.5% employer pension contribution; 34 days holiday; extra days per year via service; mental health days; family emergency leave; Revive days; enhanced leave; EAP access; gym discount; hybrid working; flexible hours from day one. See rewards brochure for pro-rata details. CAP reserves the right to require Christians due to Genuine Occupational Requirement; information available from People & Culture team. Diversity and inclusion statements apply.
Safeguarding and contact
CAP safeguarding: All adults working for CAP have safeguarding responsibilities; follow CAP Safeguarding Policy. For further information, contact the People & Culture team.
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