Head of Client Services

This is an incredible opportunity for someone to make a real difference to peoples’ lives and qualities of life and provide them with a brighter, happier future.

The successful candidate will be responsible for the operational delivery of the charity’s varied programme, to include therapeutic counselling and social inclusion. They will manage and lead the service areas to ensure the services are delivered to a high standard according to company’s ethos and in accordance with policy and procedure, whilst also identifying and responding effectively to new service delivery opportunities.

Key Responsibilities

• Leadership & Management
• Lead with Impact: Provide strategic and operational leadership to ensure the delivery of high-quality, client-centred services. Uphold policies, legislation, and best practices in a safe, effective, and caring environment. This includes adherence to HR, financial, data protection, and health & safety protocols.
• Empower and Champion: Lead the Client Services team, fostering accountability for service delivery and adherence to organisational standards, behaviours, and values. Motivate your team by modelling positive behaviours.
• Manage with Expertise: Effectively manage high-level risks, including reputational and safeguarding concerns. Ensure all clients receive a welcoming and responsive service, tailored to their needs and the organisation’s remit, to include complex case decisions.
• Collaborate for Success: Work closely with other staff to ensure a collaborative and integrated approach. Stay abreast of current trends in professional practice, legislation, and government guidance.
• Represent and Advocate: Represent the CEO and organisation at meetings, championing the organisation's mission. Participate in strategic initiatives and drive change management programs.
• Actively seek feedback from service users to continuously improve service quality.
• Promote Diversity and Inclusion: Champion and exemplify the Diversity and Equal Opportunities Policy.

Service Delivery

• Deliver Impact: Ensure the effective delivery of existing client-facing services, meeting the needs and hearing the voices of vulnerable clientele.
• Drive Innovation: Implement new initiatives aligned with business growth and sustainability goals.
• Focus on Value: Achieve value for money while ensuring service development and delivery are driven by the needs of individuals.
• Empower Your Team: Manage staff, budgets, and resources creatively to optimise service delivery.
• Set Clear Goals: Set performance targets and standards, monitoring individual and team performance.
• Budget & Staff Management
• Financial Acumen: Oversee budget authorisation under agreed cost centre, monitoring, adhering to financial processes.
• Maximise Efficiency: Drive continuous improvement by identifying cost savings and maximising benefits.
• Invest in People: Support your team with financial management guidance and support.
• Develop Your Team: Foster staff development, training and career progression to build effective teams.
• Marketing: Maximise service use to an increasing number of clients
• Promote Effectively: Positively represent the company and its services to external audiences, including funders and partners.
• Raise Awareness: Champion the organisation’s public profile and advocate for the issues facing vulnerable individuals.
• Secure Resources: Deliver presentations/training to raise awareness and secure funding for company's goals.

Safeguarding

• To act as Safeguarding Lead: Support staff with client safeguarding issues.
• Protect Vulnerable Clients: Ensure staff adhere to safeguarding procedures, collaborating with
• safeguarding bodies to protect clients and the community.
• Implement Safe Practices: Lead the implementation of safeguarding policies and procedures,
• managing staff through the process.

Miscellaneous

• Continuous Development: Continuously develop your knowledge and professional skills.
• Please note an enhanced DBS check will be carried out.
• Subject Matter Expertise: Maintain a strong understanding of issues affecting vulnerable individuals, including mental health concerns.
• Adaptability: Be prepared to undertake additional duties commensurate with the role

INDH