Job description

Operations Manager 


About Us


Paddock Wood Community Advice Centre is a small, vibrant independent charity offering free, confidential and impartial advice to people living in and around Paddock Wood near Tunbridge Wells. All our advisers are volunteers.  We offer advice on a wide range of issues including welfare benefits, consumer matters, debt and money, employment, family (children, domestic abuse and relationship breakdown) and housing.  In addition, our specialist debt, housing and welfare rights caseworkers help clients manage their finances when things become overwhelming, advise about possession proceedings or represent clients at first-tier tribunal to challenge Department of Work and Pensions’ decisions.  


We believe face to face is the most effective medium for advice and the one which is especially important to vulnerable people: our offices are open to clients Monday to Friday, from 9.30am to 1.30pm. We also offer advice via email and phone/video calls.   We aim to ensure that our clients leave our offices feeling empowered and aware of all options available to them.

We hold the Advice Quality Standard, a national quality mark for organisations providing free, independent advice to members of the public. 


About you


You will be passionate about what we do and will have previous management or leadership experience which proves you to be efficient, energetic and self-motivated but will also be prepared to undertake the smaller tasks which are necessary to the day to day operations of a small charity.

You will have strong interpersonal skills in order to liaise with the charity’s trustees, line manage the Advice Services Manager and liaise with the volunteer team including the volunteer bookkeeper.  You will be able to prioritise your workload independently, communicate clearly and effectively, anticipate and support the needs of the Trustee Board.  You will have a sound understanding of charity governance as set out by the Charity Commission.


About the role


Key elements of the role are as follows:

  • Operational Service Delivery and Business Development 

  • Fundraising

  • Health & Safety

  • Human Resources 

  • Information Technology 

  • Marketing & Publicity 

Operational Service Delivery and Business Development 


The Operations Manager will be responsible for ensuring that the operational service of PWCAC is delivered in accordance with Policies and Procedures and complies with all Risk Register controls. They will report to the Board of Trustees and be responsible for one staff member and a body of around 18 volunteers.  They will be point of contact with the Landlord and will procure of office supplies. 


They will attend Trustee Meetings in the evening (circa 6 per annum) providing a regular Operations Manager’s report for review. 


They will have responsibility for authorising expenditure within limits agreed by the Trustee Board. 


Each year they will do the following:

  • Complete a review of all policies and procedures and update the office manual in accordance with new guidance, legislation or regulatory requirements, writing new policies where appropriate for Trustee Board ratification. 

  • Manage and participate in a Risk Register review in conjunction with a working group of the Trustee Board and complete ad-hoc Risk Assessments as and when necessary. 

  • Maintain up to date governance records, pay registration fees, licences, insurances cover and ensure compliance with all regulatory bodies, including the Financial Conduct Authority and the Information Commissioner’s Office. 

  • Assist the Treasurer to prepare the annual budget for Trustee Board ratification, providing regular updates to inform the quarterly forecasting process and responding to all questions raised. 

  • Prepare and draft the written commentary of the Annual Report and Accounts and assist the Treasurer to obtain all information required. 

  • Organise and attend the Annual General Meeting, including publication of formal notice and invitation to stakeholders and present an annual review. 


Every two years they will:

  • Arrange and participate, in conjunction with the Duty Officer, in the AQS Monitoring Audit to maintain the standards required for re-accreditation. 


Every three years they will: 

  • Assist the Treasurer to develop and implement a three-year Business Plan for Trustee Board ratification. 




The Operations Manager will maintain positive working relationships with grant-making bodies, funders and donors, ensuring that all impact reporting deadlines are met and that any restrictions / conditions of grants are complied with and that, as far as possible, continuing support is forthcoming in the form of future donations and grants. 

They will maintain and monitor the grant and funding tracker to ensure that income is generated to meet annual budgets and that new relationships with grant-making bodies, funders and corporate and private donors are established and cultivated to create opportunities. 

Health & Safety 

The Operations Manager will ensure compliance with Health and Safety procedures, meeting all statutory requirements to ensure the safety of clients, staff, trustees, stakeholders, visitors and volunteers. They will update Policies to meet legal requirements. 

They will provide training on Health and Safety (to include Fire Evacuation Procedures) as part of staff and volunteer induction processes and conduct refresher training regularly. 

Human Resources 

The Operations Manager will manage recruitment and induction processes for staff and volunteers whenever necessary, in conjunction with the Advice Services Manager.  They will comply with Policies and Procedures and relevant employment legislation. They will be the point of contact for the landlord, the office cleaner and window cleaner. 

They will manage and apply for DBS checks for all new volunteers, monitoring and updating the DBS tracker to reflect additional checks undertaken in accordance with Safeguarding Policy. 

They will implement, in conjunction with the Advice Services Manager, a training and development plan for all staff and volunteers, updating the Training Matrix to reflect training undertaken during induction or as part of continuing professional development. 

They will manage and monitor Payroll process from start to finish, arranging for payments to be made to staff, for P60s and P45s to be issued, and dealing with PAYE and National Insurance payments to HMRC within deadlines. 

They will manage and monitor PWCAC’s Pension Scheme for eligible staff, completing auto-enrolment periodically in compliance with the Pensions Regulator. 

They will manage Disciplinary or Grievance issues in accordance with Policies and procedures. 

They will undertake, in conjunction with a volunteer, annual Appraisals for all staff and volunteers to gain feedback, improve engagement, identify development and training needs and aid succession planning. 

Information Technology 

The Operations Manager will manage and monitor computer and telephony systems, networks, and security, ensuring that hardware and software are fit for purpose and refreshing IT infrastructure as necessary. We have an external IT company who are used for maintenance. 

Marketing & Publicity 

The Operations Manager will develop and implement Marketing and Publicity opportunities in conjunction with the Trustee Board. They will manage and monitor PWCAC’s communications strategy, ensuring brand values are maintained through effective use of display materials, signage, posters, correspondence, publications, website and social media channels. 

They will liaise with local press as appropriate to promote PWCAC’s activities and results, linking in with national or local campaigns where appropriate including monthly articles for free distribution Parish and Town / Village publications. 

They will keep stakeholders informed using appropriate methods; in person, by telephone, through email correspondence, attending meetings and through the circulation of a Quarterly Newsletter to a comprehensive mailing list of individuals, donors, funders, County and Borough Councillors, referral partners and other public bodies. 


Diversity and Inclusion

Our service is open to all members of our community without discrimination, and we likewise recognise the importance of diversity in our staff and volunteer body, so we encourage and welcome applications from candidates from all backgrounds, including those with lived experience of the issues which we advise upon.

If you need us to adapt our application process to accommodate your needs, please let us know.  We will also meet any reasonable adjustment requests.

Application Instructions

We want to hear from all interested candidates, and to be considered for the position we strongly recommend submitting a detailed covering letter along with your CV, outlining why you're right for the role. Email