Job Title
: Head of Performance and Operations
Department:
Operations - SFJ Awards
Location:
Sheffield
Pay Scale
: £50,000- £55,000 per annum
Contract:
Permanent
Hours:
Full Time (37.5 hours per week / 7.5 hours per day)
SFJ Awards
SFJ Awards are a regulated Awarding Organisation, delivering high quality qualifications, and custom certification for learners through Approved Centres in England, Wales, Northern Ireland, and Scotland. We are also an Apprenticeship End-Point Assessment (EPA) Organisation approved by the Education and Skills Funding Agency to deliver EPA to apprentices for a growing number of apprenticeship standards in England. SFJ Awards is part of the Workforce Development Trust group.
The Workforce Development Trust
The Workforce Development Trust is a not-for-profit organisation that provides services that support employers to develop skilled, sustainable, and efficient workforces in the UK and abroad. We operate via our four brands; Skills for Health, Skills for Justice, SFJ Awards, iCQ Awards and People 1st International, which deliver specialist, targeted skills interventions to support a variety of frontline public services.
Job summary
SFJ Awards provides a range of Awarding Organisation and assurance functions, including regulated qualifications and apprenticeship assessment.
The Head of Performance and Operations is a senior role reporting to the Managing Director. This postholder is accountable for overseeing the day-to-day operational performance and delivery of the organisation, across regulated qualifications, End-Point assessment and custom certifications.
This will include leadership of the core operations team including the customer services function, the maintenance and development of all business systems, and all other operational support teams to ensure excellent service, regulatory compliance, and continuous improvement.
This role is central to maintaining and improving efficiency, driving service quality, and supporting sustainable growth. The post holder will ensure effective relationships with key stakeholders, including customers, suppliers, relevant sector bodies, as well as contributing to the wider development and successful achievement of SFJ Awards' strategic, operational and financial plans. This role is central to the success and sustainability of the organisation
What is the impact of the role on the business?
The Head of Performance and Operations plays a pivotal role in ensuring SFJ Awards runs smoothly and delivers on its promises to customers, regulators, and learners. This role underpins the effectiveness of all our qualifications, apprenticeship assessments, and custom certifications. By driving efficiency, service excellence, and continuous improvement, the postholder directly impacts customer satisfaction, regulatory confidence, and ultimately the growth and sustainability of the business.
It's a leadership position where decisions shape the daily experience of training providers, employers, and learners across the UK.
Key business skills necessary for the role?
To succeed in this position, the postholder needs:
* Leadership and people management
– inspiring, motivating, and developing multi-functional teams.
* Operational excellence
– deep understanding of Awarding Organisation and End-Point Assessment operations.
* Strategic thinking
– aligning day-to-day delivery with long-term business goals.
* Customer focus
– a commitment to high-quality service for centres, employers, and learners.
* Analytical and problem-solving skills
– using data, KPIs, and insights to improve performance.
* Change management
– leading teams and systems through continuous improvement and organisational change.
What does the daily work look like?
No two days are the same, but the role combines operational oversight with strategic leadership.
A typical day might include:
* Reviewing KPIs, dashboards, and performance reports to identify risks or opportunities.
* Meeting with the operations, customer service, or systems teams to plan workloads and resolve issues.
* Liaising with quality, product development, and partnerships colleagues to ensure smooth customer journeys.
* Engaging with external stakeholders, such as training providers, regulators, or sector partners.
* Leading or contributing to cross-functional projects that drive efficiency and innovation.
* Making decisions on resources, budgets, or risk management to keep the business on track.
Key Responsibilities:
* Leading the operational delivery of all qualifications and End-Point assessments, ensuring consistent, high-quality service and compliance with regulatory requirements.
* Managing and develop the customer services function to ensure timely, accurate, and professional support to centres, employers, and learners.
* Overseeing systems development and optimisation, working closely with internal teams and external providers to ensure platforms meet business needs.
* Line managing operational support teams (e.g. registrations, certification, centre onboarding, assessment scheduling) and embedding a performance-focused culture.
Please download full JD
here
and our job pack
here
Please include your CV and cover letter explaining why you would be suitable for this role.
This job requires some days in the office, please consider if you are willing to relocate before applying.
Please note that this role is subject to a criminal record check via the Disclosure and Barring service (DBS).
Only apply if you currently have a valid right to work in the UK.
Please note only shortlisted candidates will be contacted
We reserve the right to alter the closing date before the one stated.
Benefits:
* Generous annual leave entitlement up to a maximum of 28 days, plus public holidays and a potential Christmas closure
* Flexible working - 50% working from home with a dress for your day approach
* Staggered start and finish time
* Employee referral recruitment scheme
* We provide enhanced leave, bereavement, carers, maternity, paternity and sickness leave.
* Health and wellbeing benefits, access to our mental health first aiders, a confidential employee assistance programme, free eye tests and payment for an annual flu jab
* Enhanced pension scheme, with a contribution matching up to a combined 12%, and the option to join the Salary Exchange Pension Scheme along with death in service coverage at three times annual salary.
* Flexible employee benefits, portal including a cycle to work scheme
* Buy annual leave scheme
* Organisational development days and departmental training budgets
* Payroll giving, this is a tax-free way to donate to any charity, good cause or place of worship
The Workforce Development Trust is an equal opportunity employer and welcomes everyone
If your experience differs a little from what is outlined in the job description, or you are missing a desired qualification, yet you think you can bring value to this role, please apply, we would like to hear more about you.
We strongly encourage people of all gender, religion, ethnic backgrounds, sexual orientation, and individuals with disabilities to apply.
If you need any reasonable adjustments at any point, please let us know. In your application, please feel free to advise on your preferred pronouns, for example she/her, he/him, they/them etc.
The Workforce Development Trust appreciate any applications that include cover letters explaining why they would be suitable for this role.
Closing date: Wednesday 1st October 2025