Head of Services

Provide strategic leadership, ensuring DRC is focused on the delivery of a high-quality end-to-end client journey experience and that all services and programmes meet client needs; deliver positive outcomes and meet statutory and regulatory requirements.

Develop, lead, and deliver the Services Strategy for DRC, together with client involvement arrangements, ensuring disabled people continue to have an integral role in the organisation and in the design, delivery and evaluation of service provision and programme activity.

• Be actively involved in customer service and service delivery, developing a broad and deep knowledge of all programmes, their required outcomes, and contractual requirements.


• Working with others, to effectively mobilise all new services and programmes ensuring Service/Project Managers and their respective frontline service delivery teams are fully briefed and understand what is required of them.


• Lead and develop frontline service delivery teams to be high performing - ensuring they are aligned with DRC's Vision and Values and overall strategic direction, whilst maximising their skills, meeting targets, and managing performance.



• Identify opportunities for DRC to leverage cross-programme strengths to take advantage of new opportunities and/or to address organisational challenges.


• Lead on operational and contractual efficiencies and service improvement work programmes, thereby raising standards of practice, productivity, and value for money.


• Ensure the continued financial viability of DRC's frontline service delivery teams through sound budgetary and fiscal management.


• Review and maintain DRC's Quality Assurance Framework ensuring effective implementation and oversee the attainment and retention of various quality standards and registrations (including but not limited to the Financial Conduct Authority).


• Oversee effective Information Governance arrangements across all frontline services and delivery programmes.


• Act as the system owner for and oversee the effective management of DRC's CRM system (Charity Log) and all personal data in compliance with UK regulations.


• Lead on the development and reporting of effective information analysis to support service programme management and strategic decision making.


• Develop and maintain policies and procedures relevant to frontline Service Delivery Teams


• Working with others, ensure an effective engagement strategy is in place to generate referrals to and take up of DRC's services and programmes ensuring appropriate action is taken to address any areas of under-representation.


• Ensure all risks are identified, communicated, and managed in line with DRC's Risk Management Framework to enable the achievement of our strategic goals.


• Provide reports to the Chief Executive and the Board of Trustees including service changes and updates, gaps in services, risk and performance management planning, evaluation, and client feedback.


• Ensure Service/Project Managers complete reports to commissioners and funders on time; signing these off prior to submission.


Service Development

• Develop and maintain key relationships and partnerships with external organisations, stakeholders, and supply chains in furtherance of DRC's strategic goals.



• Ensure the organisation is presented in an appropriate and professional manner to commissioners, funders, and other stakeholders.


• Publicly represent DRC with the media and external groups including the local disabled community, VCFSE, public and private sectors and help create interest in DRC, our Mission, Vision, and strategic goals.


• Support the Chief Executive and Head of Fundraising and Communications in the development and implementation of DRC's Fundraising and Income Generation Strategy to secure income for DRC's existing and planned service delivery programmes and contribute towards the preparation of tender bids and funding applications.


• Drive the development and growth of DRC's commercial services including but not limited to disability equality training; tenancy and room hire and access audits.


• Engage in networking and other activities to identify and build relationships with existing and potential clients, commissioners; funders; donors and corporate sponsors to secure and/or grow DRC's income streams.


LEADERSHIP DUTIES:

• Report directly to the Chief Executive and provide briefings and reports to the Board of Directors and Sub-Committees attending meetings as required.


• Serve as a fully active member of the Executive Team, supporting the Chief Executive in developing and delivering the organisational strategic objectives.


• Working as part of the Executive Team, develop, maintain, monitor, and report on financial and other performance, budgets, forecasts and KPIs.


• Deputise when the Chief Executive is away or as appropriate on various responsibilities.


• Act as an authorised signatory and bank signatory.


Act as DRC's Operational Safeguarding Lead maintaining safeguarding protocols for disabled people/those with health impairments in line with best practice.

Ensure service provision is fully integrated across DRC, recognising the work that all teams play in promoting the services and activities provided by the organisation.

• Produce reports (including our annual report and impact report), proposals, presentations, and associated documents for internal and external audiences, including Trustees.


• Take on special projects or other duties outside the remit of the role, as required.