Operations Manager
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