Business Improvement and Performance Manager

full-time, 36 hours per week
Astolat, Guildford, Surrey, GU4 7HL

About the role

Action for Carers works across Surrey to support unpaid carers who are caring for a relative, partner or friend who is ill, has a disability or poor mental health and could not cope without this support.

We provide support by phone, on-line, through face-to-face meetings, support groups, in hospitals and through workshops. We help with benefits advice, advocacy, practical guidance on moving and handling, and provide access to a range of information and free resources. We also support young carers by putting on activities to provide time out from their caring role and meet young people in a similar position as well as intensive groups and tailored one-to-one help.

We do it well but want to do it even better. The Business Improvement Manager sits on our senior management team and will be working closely with our new CEO on strategy and supporting teams to improve our processes, systems and ways of working. You will be responsible for leading our customer services hub, administration, CRM, data management and IT services and developing these resources to enable front-line services to invest more time in supporting and engaging carers.  You need to be a strategic thinker but comfortable with rolling your sleeves up and get involved with the day-to-day operational requirements of the role.

This role is based in our office in Burpham, with the option of working from home 2 days per week.

 Key responsibilities include:

Full duties are included in the job outline, key responsibilities include:

  • Identify opportunities to improve systems and processes and deploying new solutions and tools to improve performance.
  • Ensuring that all customers (carers) engaging with our admin or call-centre teams, which is often their first contact with the organisation, receive the highest quality support and written and spoken information.
  • Leading and improving the customer journey across the organisation.
  • Project managing implementation of a new CRM solution (with support of external consultant).
  • Overseeing the production of performance and management information for internal and external reporting.
  • Acting as DPO and ensuring compliance with GDPR legislation across the organisation.
  • Identifying opportunities to use technology more effectively and efficiently.
  • To contribute to the corporate leadership of the organisation.
  • To manage and support cross-organisational projects.

About you

Ideally you will have:

  • Project management experience involving multiple stakeholders.
  • A track record of improving business processes and managing change.
  • Experience analysing and presenting data to inform decisions and strategy.
  • Experience researching, identifying and commissioning or implementing technology solutions.
  • A good working knowledge of GDPR, data protection, CRMs and record management.
  • An understanding of how technology can be applied effectively in the workforce.

About us

We are a committed, local charity determined to make a difference to young and adult carers across Surrey.   Our values are Focus, Inclusion, Respect and Excellence.  By keeping to our values, we are able to provide an innovative, high quality and compassionate service to carers in every community in Surrey, making a real difference to their wellbeing.

We offer our staff a friendly, supportive, flexible workplace and are committed to welcoming applicants from a wide range of backgrounds as well as supporting staff who have their own caring responsibilities. To this end, we offer staff a weeks paid carers leave.  We also provide a generous holiday entitlement, starting at 28 days plus bank holidays, an employee assistance programme, pension and opportunities for development and training.

To apply

To apply, submit your CV along with a covering letter detailing how you meet the essential criteria of the role to [email protected].  The covering letter should be no more than 2 pages.

To arrange an informal chat about the role, email [email protected].

Closing date is the 4 March 2024 and we may shortlist prior to the closing date.


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