As Operations Manager, you’ll take the lead in ensuring our organisation’s operational backbone is strong, efficient, and future-ready. You will oversee the Volunteer Services department as a sub-division of Operations, working closely with its managers to make sure volunteer recruitment, onboarding, training, engagement, and safeguarding are all running at a consistently high standard.

This role is central to driving improvements identified in a recent internal audit [01-09-25], which found we have a solid foundation in place, but also clear opportunities to reach best practice across governance, training, and interdepartmental workflows.

If you enjoy problem-solving, bringing structure to processes, and building strong teams, this role gives you the chance to shape how our organisation grows — while supporting the volunteers and managers who make it all possible.

1. Volunteer Services Leadership

• Oversee and support the managers within the Volunteer Services team.

• Ensure volunteer recruitment, onboarding, and safeguarding processes remain consistent and compliant.

• Strengthen communication between Volunteer Services and departmental managers of new recruits.

• Drive improvements in volunteer retention, training refreshers, and progression pathways.

• Build leadership capacity within Volunteer Services by supporting team leads and succession planning.

2. Governance & Compliance

• Ensure policies (safeguarding, data protection, complaints, etc.) are regularly updated and consistently applied.

• Oversee compliance with GDPR, safeguarding, UK charity law, and fundraising regulations.

• Perform and maintain risk assessments.

• Embed better reporting and monitoring mechanisms, so performance and outcomes are more visible across departments.

• Support an organisational culture where governance is seen as empowering rather than restrictive.

3. Finance & Resource Oversight

• Approve operational expenses and ensure transparent record-keeping.

• Liaise with fundraising leads to make sure grants, donations, and sponsorships are allocated properly and align with funder restrictions.

• Support financial sustainability by ensuring budgets are monitored and matched to organisational needs.

4. Process Improvement

• Review and streamline workflows between Operations, Volunteer Services, and other departments.

• Ensure Standard Operating Procedures (SOPs) are not just written but actually applied and regularly reviewed.

• Map inefficiencies and design solutions that improve both volunteer and service-user experience.

5. Volunteer Development & Engagement

• Strengthen opportunities for training, CPD, and skill-building for volunteers at all levels.

• Monitor retention and design strategies to keep volunteers engaged long-term.

• Create clear development pathways for volunteers to progress into leadership roles if they wish.

• Ensure volunteers feel valued, connected, and supported in their roles through Volunteer Services and department managers.

6. Cross-Departmental Collaboration

• Act as the key link between Operations and other departments (Services, Fundraising, Marketing, etc.).

• Ensure important updates (policy changes, SOP revisions) are cascaded clearly and consistently across the organisation.

7. Systems

• Operations will use a number of systems to effectively manage the operations across the organisation, ensuring managers know how to use what they need also.

✅ Strong Foundations

• Recruitment, onboarding, and safeguarding are well-managed.

• GDPR and financial management are reliable.

• Volunteers feel supported with supervision and mental health resources.

• Communication channels between volunteers and managers are consistent.

⚡ Opportunities for Growth

• Governance needs more structured oversight (policy updates and application).

• Volunteer development and retention strategies are underdeveloped.

• Reporting and monitoring mechanisms are inconsistent.

• Interdepartmental workflows could be streamlined to reduce duplication and delay.

• SOPs exist but need to be applied and updated systematically.

As Operations Manager, you’ll play a hands-on role in addressing these gaps, turning an already solid foundation into a best-practice operation that supports both volunteers and service users at the highest standard.

So, you've decided you want to get started, huh? Awesome.

Generally, after onboarding, your role is self-led; however, you have the support of fellow directors for a smooth start and learning process. We encourage directors to take ownership of their experience/skill-based designation.

Directors - Non-Exec/Exec - will be fully supported with induction and integration to allow them adequate insight into the organisation's structure, operations, and more.