Overview:
As a Service Delivery Lead, you will lead a multi-disciplinary team of Health Coaches and Community Support Workers focused on home and community-based assessments and services for people living with frailty or disabilities. The role will work closely with partners at Norfolk Citizens Advice and Voluntary Norfolk to make sure residents receive the support they need, plus strengthen our combined services as part of a multi-charity team.
You will ensure that staff and volunteers are supported, resources are effectively managed, and services achieve maximum impact for older people.
The role is accountable to the Head of Service Delivery and role holder will work closely with the other Service Delivery Leads, Health Specialist and Advice Specialist. You will drive operational improvements, uphold quality standards, and maintain positive relationships with stakeholders. You will also line manage staff, contribute to service evaluations, and ensure compliance with organisational policies and external regulations.
This role combines operational leadership, coaching, and partnership working to ensure that older people across Norwich and Norfolk receive effective, safe, and impactful support.
This is an exciting opportunity to join an enthusiastic team and be part of a local charity that helps people in a holistic way. Age UK Norwich provides information, advice and welfare, health coaching, physical activity groups, community support work, trips, clubs and befriending.
Duties and responsibilities:
* Coordinate daily workloads, resources, and staff capacity to meet demand and service targets.
* Allocate clients to staff and volunteers and monitor delivery quality.
* Support the implementation of operational plans in line with strategic objectives.
* Deliver small-scale change projects to improve efficiency and effectiveness.
* Collate evidence, case studies, and performance data for reporting and evaluation.
* Maintain accurate, confidential client records in line with GDPR and organisational policies.
* Conduct spot checks and risk monitoring, ensuring safe and compliant service delivery.
* Provide coaching and training to staff and volunteers to uphold standards and foster professional development.
* Act as a lead or deputy for relevant policy controls, processes, or best practice areas.
* Represent Age UK Norwich at operational meetings and external forums.
* Engage with referral partners, funders, and local communities to promote and strengthen services.
* Stay informed of local voluntary, statutory, and health services to inform and shape provision.
* Line manage staff withing the service delivery team, included Community Support Workers, Health Coaches and other as required.
* Provide regular supervision, appraisals, coaching to support staff performance and wellbeing as per the Supervision and Training Policy requirements.
Please follow this link to access the full job pack:
Additional Information:
Working hours for this role are 18.5 per week (salary pro rota)
The role will require travel with agreed set location.
An application form must be completed to be considered for this role, the link for this is found within the job pack.
Job Type: Part-time
Pay: £31,870.00 per year
Benefits:
* Company pension
* Employee discount
* Free parking
* Gym membership
* Health & wellbeing programme
* On-site parking
* Referral programme
* Sick pay
Work authorisation:
* United Kingdom (required)
Work Location: In person