ROLE: Children’s Contact Centre Manager
LOCATION: Coventry, CV4
RESPONSIBLE TO: Head of Services / Regional Manager
Working hours: 40 hours per week
Working days: Monday – Friday (including bank holidays)
This is initially a temporary position for 6 months, with the potential to become permanent subject to business needs and performance.
Main Objectives
The Centre Manager is responsible for the overall leadership, management, and development of the Family Time and Family Support services delivered at the centre. The role ensures that all services are delivered safely, effectively, and in a child-focused manner, in line with safeguarding requirements and organisational standards.
A central aspect of the role includes overseeing referrals, risk assessments, and service planning, as well as building strong partnerships with local authorities, social workers, and other professionals. The Centre Manager leads on safeguarding decisions, quality assurance, staff development, and operational performance, ensuring the service meets regulatory and organisational expectations.
Key Responsibilities General
- Take full ownership of professional development to understand the operational, safeguarding, and regulatory context of the service
- Maintain strict confidentiality of all sensitive information at all times
- Ensure clear, accurate, and professional communication across all channels
- Ensure full compliance with organisational policies, procedures, and core values
- Meet all Health and Safety responsibilities, ensuring a safe environment for staff and service users
- Carry out duties effectively, accurately, and in a well-organised manner
- Promote and uphold an anti-bullying, respectful, and inclusive culture
- Ensure secure handling and disposal of confidential information
Principal Duties
- Lead the day-to-day management and strategic oversight of the contact centre
- Line manage and supervise Deputy Manager(s) and Supervised Contact Workers, ensuring effective staffing, performance, and development
- Oversee allocation of cases and staff to ensure all contact sessions are safely and effectively covered
- Manage and oversee all referrals, including conducting risk assessments and agreeing service arrangements with professionals and families
- Lead on safeguarding matters, including reviewing concerns, making decisions, and ensuring appropriate actions are taken
- Chair planning and review meetings with parents, social workers, and other professionals
- Develop and maintain strong working relationships with Local Authorities, solicitors, and partner agencies
- Ensure the centre consistently provides a safe, welcoming, and child-focused environment
- Oversee the quality assurance of reports, ensuring accuracy, professionalism, and compliance with standards
- Monitor service performance, data, and outcomes, implementing improvements where required
- Ensure timely and accurate information flow between staff, clients, and external stakeholders
- Manage operational challenges and resolve issues efficiently
- Deliver or oversee safeguarding and staff training as required
- Ensure compliance with all safeguarding, child protection, confidentiality, and Health & Safety policies (including NACCC standards where applicable)
- Oversee financial processes where relevant, including payments and service delivery tracking
- Represent the centre at internal and external meetings
- Maintain high standards of customer service across all areas of delivery
- Ensure the centre environment is clean, safe, and maintained to a high standard
- Work flexibly, including outside office hours where necessary
Performance Measurement
- Achievement of service quality, safeguarding, and compliance standards
- Effectiveness of team management, supervision, and staff development
- Ability to manage workload pressures and prioritise effectively
- Delivery of performance targets and service outcomes
- Positive feedback from stakeholders and service users
- Contribution to organisational objectives and continuous improvement
Confidentiality
Due to the sensitive nature of the role, the highest level of confidentiality must be maintained at all times. Breaches may result in disciplinary action, including dismissal.
Supervision
The Centre Manager operates with a high level of autonomy while reporting to senior leadership, adapting to organisational priorities and service demands.
Decision Making
The post holder is responsible for operational and safeguarding decision-making within the centre, including prioritisation of workload, resource allocation, and risk management.
Job Type
Full-time,
Benefits
- Company pension
- On-site working
Pay: £16.00 per hour
Benefits:
Work Location: In person
