Delivery Manager (Service Quality and Insight) 12 month FTC
*At CAP, we celebrate diversity and strive to build an inclusive workforce that reflects the diverse communities we serve. We warmly welcome applications from individuals of all backgrounds. We particularly encourage applications from Global Majority/UK Minority Ethnic candidates, as these groups are currently underrepresented within our wider workforce. We are committed to creating an environment where every individual can thrive and feel they belong.*
Everything we do is rooted in our values. First and foremost, we are Christ\-centred. The work that we do is guided by faith and the belief that everyone deserves to be treated with dignity and God’s love.
We are bold in fearlessly putting that faith into action to help others and challenge injustice, while also seeking to be compassionate in the way that we want to understand others and offer them meaningful care. We are collaborative in our approach, making time to learn from others and work together to take on UK poverty. And finally, we prioritise being joyful in the face of challenges, because our faith gives us confidence that change is truly possible.
Please refer to the attached Job Profile to see the full range of accountabilities. This role is a hybrid role, with 40\-60 percent of hours worked at our Bradford support hub. The role is a Fixed Term Contract) for 12 months, preferable full time but would consider 4 days per week (0\.8 FTE) for the right candidate
Skilled Worker Visa
-----------------------
From 22 July 2025, the Government increased the salary threshold and skills level for Skilled Worker visas. If you are applying for a Skilled Worker Visa for the first time, this role does not meet the current eligibility criteria for sponsorship under the immigration rules.
The Department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa continuously since before 22 July 2025\. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks, and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.
If you are applying for this role and you do not meet the new eligibility criteria for sponsorship or the transitional provisions, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.
The Department will continue to comply with the UK Immigration Rules applied in the UK and the Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.
Job Description
-------------------
Context:
------------
CAP's mission is to end UK poverty by equipping churches to reach their communities. We exist to empower and serve churches through exceptional partnerships, delivering impactful debt advice and coaching services. Providing accessible, community\-rooted support to those facing financial and social challenges across the UK. Our approach is centred on empowering individuals by providing holistic support to achieve financial resilience through expert debt advice and tailored coaching products. This approach goes far beyond financial stability, creating lasting personal and relational transformation and contributing to a society where all can flourish. We are committed to fostering strong relationships with our church partners, ensuring a collaborative and effective service that continually improves to meet the evolving needs of local communities.
Purpose:
------------
To use insight gathered from operational metrics, client feedback and testing, consumer duty tests and reviews, complaints, audits and quality checks, to drive strong client outcomes and continuous improvement. Ensure robust regulatory compliance in these areas is actioned in a way that supports the operational context and brings real benefit to the church and the client. Lead the delivery of Consumer Duty requirements, coordinating client feedback and testing, leading the audit, quality assurance and complaints functions across Service Delivery.
Reports to: Head of Service Quality and Insight
Direct Reports: Policy, Research and Compliance Officer (Debt Centres)
Personality:
----------------
We are results\-driven strategists who expertly balance analytical precision with the big\-picture view. As proactive communicators, we foster a collaborative environment and champion critical departmental findings across the organisation. We are adaptable, resilient, and focused on delivering positive client outcomes while ensuring accuracy, compliance, and effectiveness in all operations.
Passion:
------------
We are passionate about ensuring every client receives fair, impactful, and trustworthy support by rigorously leading Consumer Duty compliance, using client feedback to drive meaningful change, and embedding a culture of high\-quality assurance and continuous improvement.
Responsibilities
--------------------
Accountabilities:
---------------------
Lead the delivery of Consumer Duty tests, reviews and reporting
- Responsible for ensuring all Consumer Duty tests and reviews are completed within fixed deadlines
- Lead the creation of the annual Consumer Duty Report to the trustees, collaborating with senior leadership across CAP and others in the department
- Collaborate with others in the department to ensure we have accurate consumer duty data and that it is embedded into our policies
- Maintain engagement with the wider sector in relation to the Consumer Duty, and highlight training opportunities for the wider department
Lead on ensuring that clients are invited to feedback, and that their input leads to impactful changes for client outcomes
- Lead the coordination of client testing, bringing learnings back into Service Delivery. This includes compliance with consumer duty requirements to test changes to client letters.
- Represent Service Delivery in the lived experience workgroup
- Produce a quarterly report based on client feedback, which highlights key themes and recommendations. Circulate this report and present it to the Impact and Health Board.
- Produce a quarterly report which collates the level of client complaints and the reasons for them, and provides recommendations
- Chair the quarterly complaints meeting
- Ensure all Debt Help complaints are completed within the expected timeframe
- Collaborate with Impact and Evaluation on any reviews or outcomes from client feedback
Lead the audit, quality check and complaint functions for advice and agents, ensuring that learnings from these lead to impactful changes for client outcomes
- Lead the advice quality check, audit and complaint functions, ensuring that sufficient quality checks and complaint handling are carried out to the appropriate level within the agreed timeframe
- Matrix management of the Senior Level 2 Advisors, Senior Case Officers and APMs carrying out the audits, quality checks, complaints and foreseeable harm
- Coordinate and collate learnings that arise from quality and centre audits, as well as other advice checks to create a quarterly audit report, and a report to trustees.
- Coordinate and collate learnings that arise from complaints and potential foreseeable harm incidences, to create a quarterly complaint report.
- Chair the quarterly audit and quality check meetings, and complaint and foreseeable harm meetings, and use the learnings to ensure the delivery of targeted training and supporting documents to improve the church, client and staff experience, in alignment with good client outcomes
- Ensure the Debt Help audit function meets both external and internal requirements
- Enable colleagues to collate and feed opportunities, risks and learnings into relevant governance boards
- Support the Policy, Research and Compliance Officer to fulfil their duties, including ensuring auditing of budgets, overseeing the sign\-off of new agents and the reviewing and updating of policies.
Providing support to the department
- Support the Strategic Manager with coaching others in the department
Manager accountabilities:
-----------------------------
- Team Leadership and Employee Engagement: Lead, mentor, and develop team members to achieve their goals through regular catch\-ups, annual appraisals and performance reviews. Build a positive team culture that boosts engagement and motivation. Hire and onboard new team members.
- Resource and Performance Management: Plan and manage resources effectively to meet business objectives and adjust to changing needs. Set clear expectations, monitor performance, and address any issues with action plans.
- Strategic Alignment and Problem Solving: Deliver department objectives through actionable team plans. Ensure adherence to policies, procedures, and industry standards. Address challenges, make informed decisions, and foster a problem\-solving culture within the team.
- Communication and Change Management: Facilitate clear communication within the team and with wider stakeholders. Guide the team through changes, ensuring smooth transitions and adaptability.
------------------------------------
- Strategy development. Uses their expertise to develop strategy for their whole department or a number of departments, usually in collaboration with a Director or Head.
- Strategy enablement. Uses their expertise to implement organisation\-wide strategies that deliver on our strategic aims (e.g. project management, data protection, recruitment).
- Influence. Demonstrates people management or leadership skills in a
This listing is from indeed. View original listing ↗