Operations Manager

About this role

WHO WE ARE & WHAT WE DO

The Women and Families Resource Centre (WFRC) is a registered charity established in 2009 with the purpose of improving and transforming the lives of disadvantaged and socially excluded women from deprived communities in Wolverhampton. We achieve this through the provision of multiple projects, including a befriending service, Domestic Violence/abuse support, Baby Bank & newly launched Community Baby Boutique & Children and service users’s activities. Our strengths-based approach empowers women & families to build resilience by looking within to discover their own strengths, identify their own needs & utilize the resources available to make their own choices & create their own solutions.

The Baby Boutique is a new sustainable shop and membership programme run by Wolverhampton Baby Bank. It offers a wide array of affordable pre-loved baby clothing, toys, equipment, essentials, maternity, hygiene and other items. The boutique is an extension of the services provided by Wolverhampton Baby Bank, offering a dignified shopping experience and structured access to essential baby items for families in need or at risk of falling below the poverty line.

WHY THIS ROLE MATTERS

At WFRC, we help women and families navigate difficult seasons and rebuild their lives. Right now, we are applying that same spirit of renewal to our own charity. Following a challenging period, we are strengthening our foundations and positioning ourselves for sustainable growth.

To get there, we need an Operations Manager who is a true doer and leader. Partnering with the CEO and Trustees, you will move beyond standard administration to actively build capacity, streamline systems, and empower our team. We tell the families we serve that a difficult chapter doesn't dictate the future. This is your opportunity to help us lead WFRC into our strongest chapter yet.

WHAT YOU’LL DO

1. Drive Operational Excellence

· You will work closely with the CEO to develop, implement & oversee a strategic, operational & service delivery plan for WFRC’s Baby bank & boutique services, ensuring retail operations are impactful, scalable, contribute meaningfully to income generation, community visibility, and uphold our values and purpose.

· Working collaboratively and with a customer-first mindset, you will ensure the boutique offers a welcoming and engaging experience that keeps customers and donors returning. You will foster a team culture where staff and volunteers feel supported, motivated, and empowered to contribute meaningfully. Your focus on displaying affordable, high-quality stock and consistent visual merchandising will ensure the baby boutique is the go to place for local families.

· Collaborate with the CEO and Trustees to set priorities and keep the charity on track.

· Oversee policies, systems, and processes to make the organisation is efficient and future ready.

· Manage premises and facilities to ensure safe, fit-for-purpose delivery environments.

· Manage office physical and electronic resources, work equipment and storage systems; work closely with the Lead Workers and Administrator to manage activity resources and funding within budget constraints.

· Develop and implement sustainable methods & effective systems for stock generation through local partnerships, community campaigns, and warehouse efficiencies.

2. Lead Programmes & People

· Review our volunteer strategy annually and ensure that our team maintains an adequate supply of trained, capable, passionate & committed workforce. Provide oversight & support current HR team with the end-to-end cycle of volunteer recruitment, management & retention.

· You will directly manage, support, provide guidance and supervise our valued team of retail & baby bank volunteers. You will lead with passion and pride, setting the tone for a positive and professional retail presence within Wolverhampton. Through strong communication, role modelling and a commitment to excellence, you will drive the performance, growth, and compliance of the baby boutique’s operations.

· You will be responsible for overseeing the ongoing development of our team, including scheduling staff and activities, managing working hours and absence, line managing staff, supporting recruitment, induction, disciplinary and grievance processes and being the first point of contact for the team.

· Support & develop a high achieving workforce of paid staff and volunteers within an environment that is beneficial to attracting and retaining people, offering a results driven organisational culture that values hard work, productivity and diversity. Provide ongoing support, professional development opportunities and recognition programs to appreciate and retain volunteers.

3. Partnerships & Contract Management

· In liaison with the CEO, oversee and undertake networking, maintenance of positive relationships and strong partnerships with all the agencies involved in the organisation to ensure maintenance of our current partnership work and services across the community.

· Secure and manage contracts with Local Authorities and corporate partners through the writing and management of bids.

· Oversee contract implementation, resourcing, KPIs, compliance, and reporting, while keeping delivery on budget.

· Develop pricing models for new projects and programmes.

4. Impact, Data & Reporting

· In partnership with the CEO and Administrator manage, monitor and oversee the quality, effectiveness and safe running of our current portfolio of work, partnerships and projects, in ways which meet the needs of service users, staff and volunteers and the requirements of funders.

· Develop and maintain a working knowledge of and manage all of the baby bank & boutique’s activities, including specific project work and the monitoring requirements of all funders.

• Ensure strong monitoring systems to track outcomes and evidence our impact. Ensure all work is properly recorded in a timely manner and stored in line with GDPR; enable timely monitoring and evaluation of all work and review of quarterly and strategic plans; present written and verbal reports by given deadlines and support staff to do the same.
• Produce regular impact reports for funders, stakeholders, and the board.

5. Strategy & Growth

• Shape future plans alongside the CEO and Trustees, ensuring operational capacity meets strategic ambition.
• Maintain financial stability & sustainability by identifying areas for income generation & diversification including the development of Gift Aid processes to maximise revenue.
• Review service budgets against expenditure to ensure robust financial management & profitability.
• Represent WFRC & WBB at external forums and events, building relationships and raising our profile.
• Support fundraising and business development, working with bid writers and partners to secure income.

6. Work Closely with & Deputise for the CEO

· As part of the Senior Leadership team, meet regularly with the CEO (or representative) for support and accountability; attend and contribute to Trustee meetings where required; liaise with the CEO regarding attending external meetings with partners and funders to maintain and enhance the work and working relationships.

· Model good working and relational practices in all areas to all involved in, or partnering with, the Organisation.

· Undertake any other additional duties as commensurate with the post as agreed with the CEO.

Pay: £28,275.00 per year

Benefits

• Employee discount
• Store discount

Experience

• Project management: 1 year (required)
• Management: 2 years (required)

Work Location: In person

About facilities & operations roles for ex-police

Operations, facilities and site management roles. Running a shift, a custody suite or an operational unit is people-and-process management employers can use from day one.