Chief Operating Officer - APPLICANT INFORMATION - City Hearts

Chief Operating Officer
APPLICANT INFORMATION

WHO WE ARE
City Hearts was founded in 2005, beginning with a single home to help women with life
controlling issues, shortly after we welcomed our first survivor of modern slavery. Since then, we
have expanded across multiple regions and now provide accommodation and outreach support
to hundreds of survivors of modern slavery every year. In 2018 we partnered with South
Yorkshire Police to launch a trauma-informed programme committed to breaking the cycle of
crime, partnering with other organisations such as South Yorkshire Police, Her Majesty’s Prison
and Probation Service, Drug and Alcohol Services, amongst many others. We are passionate
about restoring the lives of those we support, and it would not be possible without our dedicated
team of staff and volunteers.

ROLE SUMMARY
We currently have an exciting opportunity for a newly created role of Chief Operating Officer
within City Hearts. The successful candidate will take the lead in managing the day to day
operation of City Hearts, supporting and bringing out the best in the senior managers they work
with. They will ensure the charity is proactive, strategic and effective in meetings its vision and
goals, as well as its contractual and legal requirements. They will seek to further develop a
foundational strength which allows the charity to operate and develop multiple services across
multiple sites effectively.

As an organisation we are committed to supporting your success and providing you with a wealth
of skills, training and opportunities as well as staff benefits to enhance your employment. These
will include:

•   Regular accredited and in-house training on specialist subjects such as trauma, mental
    health, safeguarding, working with addictions and much more
•   A Health & Wellbeing hour each week for you to take some time to focus on you!
•   Remote working options (not just during coronavirus restrictions!)
•   Salary supplement post-probation to help you set up your home office!
•   Commitment to annual salary reviews
•   Annual staff survey and focus groups – have your say!
•   30 days holiday per year (plus accrued holiday days for length of service)
•   Perkbox national ‘perks’ and discount scheme
•   3% employer contribution pension scheme
WHAT OUR STAFF SAY ABOUT WORKING WITH US

We pride ourselves on our employee job satisfaction. 100% of our staff that completed our 2019
staff survey stated that they would recommend working at City Hearts to others!

“I am coming up to the end of my action-packed first year working at City Hearts as an outreach
caseworker. In this time I’ve worked to support survivors of modern slavery from four different
continents. Although our clients have had difficult times in their pasts our focus is on giving them
hope for a better present and future. There’s a really supportive structure, team and training
schedule when you first start. I recently secured a promotion and now play a bigger role in
supporting and training other caseworkers. I love my job!”
- Richard, Outreach Caseworker.

JOB DESCRIPTION

 Job Title: Chief Operating Officer (COO)
 Reports to: Chief Executive Officer (CEO)
 Direct Reports: Head of Human Resources, Head of Services, Head of Finance, Head
 of Development (service elements only)
 Contracted Hours: 37.5 hours
 Contract Duration: Fixed until 25th June 2025
 Salary: £37,500 - £42,500
 Location: Position can based in Liverpool or Sheffield offices
 Closing Date: 3rd May 2021
 Interview Date: First Stage Interviews to take place w/c 10th & 17th May 2021
 Probationary Period: 3 months

 RESPONSIBILITIES
Your responsibilities will include:
• DAY TO DAY MANAGEMENT
• To handle the day to day administration and operation of the business.
• To work with, line manage and coach Heads of Departments (Finance/HR/Services/
  Development (service elements only)) to set goals, develop strategy and create targets
  and KPIs.
• To ensure accountability of Heads of Departments and that a robust project management
  approach is taken in all areas to manage risk and resources, analyse outcomes and
  performance and ensure timely delivery of projects
• To work with Heads of Departments to redesign operational process and structures to
  develop efficiency.
• To oversee the Head of Development in regards to service developments, including
  projects based internationally. To have oversight of partnership agreements, quality
  control and auditing, to ensure alignment of international projects and partnerships with
  our vision, values and standards
• To oversee the Head of Services in all aspects of their role, in order to ensure that
  services are delivered effectively and in line with City Hearts vision and values whilst
  ensuring adherence to all contractual funding obligations.
• Ensuring City Hearts properties are compliant with legal and contractual Accommodation
  Standards and Health and Safety Standards and inputting into the finalisation of lease
  agreements for new or existing properties.
• To oversee the Head of HR in ensuring a diverse and inclusive workplace, through the
  effective recruitment, training and development of all employees. To support in the
  development and implementation of employee engagement strategies and input into any
  senior level disciplinary action as necessary.
• Develop and have oversight of all operational budgets to ensure that the company
  effectively manages its finances, is able to confidently decision make and has the
  resources required to meet its objectives within agreed financial parameters and to work
  with the Head of Finance to maintain the financial strength of the company
• To chair regular collaborative operational and strategic meetings with Heads of
  Departments and other members of Management
• Maintain an effective working relationship and communication with all members of senior
  management, to ensure alignment and coordination of goals, strategy, vision and actions
  taken across all departments

• STRATEGY
• Work with the CEO and alongside Trustees and Heads of Department as a key strategic
  voice in the development of organisational strategy for City Hearts
• To be the lead on strategic development in all organisational operations and to be
  responsible for the strategy’s implementation, in order to ensure that the organisation
  achieves its desired short and longer-term objectives
• To identify opportunities for organisational development
• To take a lead on identifying funding opportunities and negotiating terms, and securing
  income through mutually beneficial service level agreements and contracts

• COMPLIANCE
• Develop and maintain all necessary systems and procedures to ensure that company
  Operations, including but not limited to Health and Safety, Safeguarding, IT and
  Information Security, comply with all legal and contractual requirements, regulatory
  frameworks and agreed operational standards across the charity
• To ensure the charity effectively manages risk and to take responsible for business
  continuity, ensuring effective monitoring, evaluation, reporting and production of relevant
  departmental data and statistics
• To ensure the delivery of ISO targets with the support of the Head of Departments and
  other staff

• REPORTING AND COMMUNICATION
• To ensure the CEO and Board of Trustees are provided with any relevant information
  through regular reporting in regards to the measured output of each Department
• Support with reporting requirements to the Charity Commission and Companies House
• To input into and feedback on legal contracts involved in the day to day running of the
  organisation, such as partnership agreements and property leases
• To support trustees, CEO, and Heads of Department in internal verbal and written
  communications, ensuring the charity’s vision values and culture are carried throughout

• OTHER
• To deputise for the CEO in their absence or in identified events/meetings.
• To act as a spokesperson for the charity as and when required
• Act as the organisation’s key adviser on all issues relating to operational functions and
  remain consistently in touch with latest developments in the third sector and in relevant
  legislation to ensure that the City Hearts maintains a strong position in the charity sphere
• To take the lead in investigating and responding to complaints of a serious and/or
  significant nature, ensuring the charity is fully accountable and identifying opportunities for
  improvement and development
• To deliver training both internally and externally
• To develop and drive the charity's vision, values and culture throughout its staff and
  volunteers, including implementation of structures/activities to achieve that goal

PERSON CRITERIA

• Ability to absorb large volumes of information in all areas and formulate and
  disseminate information to the relevant individuals as appropriate
• Ability to manage complexity with a strategic approach, delegating effectively
• Adaptable, flexible and comfortable engaging with day to day practical tasks
  as well as long term strategy and goals
• Excellent leadership skills, business acumen and ability to effectively
  manage, lead and supervise a multidisciplinary team
• Ability to motivate, inspire and coach Senior Managers and staff
• Inspired by, committed to and clearly demonstrates the impact areas and
  vision of City Hearts
• Ability to work collaboratively with individuals within Senior Management to
  bring out the best in them individually, collectively and departmentally
• Excellent interpersonal and communication skills – comfortable building
  relationships and communicating with a variety of people, from staff to
  clients to board members, with the ability to resolve issues, build consensus
  among groups of diverse internal/external stakeholders
• Ability and experience to network amongst key stakeholders and to present
  and train internally and externally
• An excellent ‘all-rounder’ with an ability to make excellent decisions and
  rapidly develop their understanding in all areas of organisational strategy
• A high level of financial understanding, including financial management and
  budgeting
• Excellent strategic thinker, who innovates and manages change well
• Confident, resilient, robust, humble and trustworthy character

AREA                       ESSENTIAL                              DESIRABLE

                • Demonstrate knowledge in specific               • Higher level
                  subject area through specialist training,         qualification in
                  degree or vocational studies.                     Management or
Education,
                • An appropriate Enhanced DBS check.                Business
qualification
and training

                • Demonstrable experience of                        o Experience and
                  managing a multi-site/multi-regional                foundational
                  service supporting vulnerable people                understanding of
Experience      • Experience of managing a budget,                    HR requirements
                  including analysis and presentation of              and employment
                  information to management/board.                    law
                • Significant managerial experience,
                  oversight of multiple complex projects
                  and line management

                • To be able to maintain confidentiality        • To have a good
                  and to accurately record keep.                  understanding or
                • To manage a varied task list and the            insight into legal
                  ability to prioritise tasks and work to set     documentation such
                  deadlines                                       as service level
                • To have a good eye for detail                   agreements or
                • An excellent level of administrative            property leases
 Skills           skills.

AREA                       ESSENTIAL                            DESIRABLE

               • To be flexible and have a willingness to    • To have personal
                 adapt to change alongside the role and        goals and want to
                 demands of a forward moving charity.          pursue personal
Personal       • To speak well of City Hearts, clients and     development.
Attributes       other team members.                         • A passion to see
               • To be reliable, punctual and maintain         vulnerable and broken
                 confidentiality.                              people restored.
               • To regularly feedback to line manager
               • To be emotionally robust and to use
                 personal supervision effectively.

                 • A willingness to promote City Hearts -
                   this may mean working outside normal
                   working hours, to represent City
Other              Hearts at conferences with a
                   promotional stand or attend events to
                   recruit new volunteers.

Please register your interest by emailing careers@cityhearts.co.uk with:
  • Your CV.
  • A covering letter.

         o

PURSUING FREEDOM. RESTORING LIVES.

         CITYHEARTS.GLOBAL