Assistant General Manager (Head of Frontline Services)
Job title \- Assistant General Manager
Purpose of the role
The Assistant General Manager plays a central role in the leadership, delivery and development of Abigail’s Footsteps’ frontline services. Reporting directly to the General Manager, the postholder will provide senior operational leadership across the charity’s service delivery function, ensuring that all services are safe, effective, well governed and aligned with the charity’s strategic objectives.
This is a key role within a growing charity working at the intersection of family support, NHS partnership working and service development. The Assistant General Manager will translate strategy into high\-quality operational delivery, helping Abigail’s Footsteps respond to unmet need in baby loss support, particularly where statutory provision is inconsistent or absent.
Key responsibilities
Strategic operational leadership
- Provide day\-to\-day senior management of the charity’s service delivery function, ensuring consistency, quality, safeguarding and effective risk management across all services.
- Act as a key operational partner to the General Manager, contributing to strategic planning, service development and organisational growth.
- Support the safe and sustainable scaling of services in line with demand, funding opportunities and NHS partnerships.
- Ensure service planning and delivery operate within relevant safeguarding governance, confidentiality and data protection requirements.
- Deputise for the General Manager as required.
The Assistant General Manager will have operational oversight of the following service
areas:
- Counselling Services – ensuring appropriate capacity management, quality assurance, clinical governance and alignment with trauma\-informed best practice.
- Family Liaison Service – supporting the delivery, development and evaluation of this emerging model of non\-clinical family support.
- Abi Cooling Cots Programme – overseeing distribution, NHS Trust relationships and impact reporting.
- Bereavement Training Programmes – ensuring the delivery and development of high\-quality training for healthcare professionals, aligned with national standards and NHS need.
- Lead the monitoring and evaluation of service outputs and outcomes, ensuring robust systems for data collection, analysis, learning and continuous improvement.
- Produce clear and accurate reports for the General Manager, Chief Executive and Board of Trustees on service performance, impact, risks and emerging issues.
- Work closely with the Grants and Trusts Lead to provide timely evaluation data, case studies and performance metrics for funder reporting and future applications.
- Oversee data quality and reporting processes so that evidence and feedback from families, NHS partners and staff are used to inform service development.
- Build and maintain strong operational relationships with NHS Trusts, bereavement midwives, clinical teams and partner organisations.
- Represent Abigail’s Footsteps in operational and service\-development discussions with external stakeholders, as delegated by the General Manager.
- Ensure services remain aligned with emerging best practice, national guidance and expectations across the baby loss and bereavement sector.
- Act as an ambassador for the charity, promoting its values, credibility and service impact with external partners.
- Line manage relevant service leads and staff, providing leadership, supervision, support, appraisal and performance management.
- Foster a positive, inclusive and accountable team culture across frontline services.
- Support staff wellbeing in an emotionally demanding environment, ensuring systems are in place for reflective practice, supervision and appropriate wellbeing support.
- Identify training and development needs across the service delivery function and support staff to develop in their roles.
- Ensure all services operate in line with the charity’s policies, procedures and quality standards.
Essential
- Significant experience in senior service delivery, operational management or programme leadership within the charity, health or social care sector.
- Experience of leading staff or service leads and managing performance within a service environment.
- Strong understanding of trauma\-informed practice and of working with vulnerable families or service users.
- Proven ability to manage multiple programmes, priorities and stakeholders simultaneously.
- Experience of monitoring, evaluation and impact reporting.
- Excellent communication skills, including the ability to produce high\-quality reports for senior leaders, trustees and funders.
- Sound understanding of safeguarding, confidentiality, information governance and data protection in a service delivery setting.Desirable
- Experience of working alongside or in partnership with the NHS.
- Knowledge of bereavement, baby loss or perinatal services.
- Experience of supporting funded projects or contributing to grant reporting.
- Experience of line management in emotionally demanding services.
The Assistant General Manager is a cornerstone role in Abigail’s Footsteps’ next phase of development. As the charity expands its reach, influence and service portfolio, this post will help ensure that quality, compassion, evidence and impact remain at the heart of delivery.
The role will strengthen the charity’s ability to demonstrate leadership in baby loss support, build confidence with funders and statutory partners, and provide families with consistent, high\-quality support throughout their journey.
Equality, diversity and inclusion
Abigail’s Footsteps is an equal opportunities employer. Applications are welcomed from people of all backgrounds and lived experiences. The charity is committed to creating an inclusive workplace and will make reasonable adjustments during the recruitment process and in employment where needed.
How to apply
Please send your CV and a covering letter to:
Faye Hill, General Manager
faye.hill@abigailsfootsteps.co.uk
Closing date: 10 June 2026
Pay: £32,500\.00\-£42,500\.00 per year
Benefits:
- Company pension
- Free parking
- On\-site parking
- Private medical insurance
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