Job Description: Operational Support Manager

Salary: TBA (based on qualifications and experience)

Responsible to: Trustees of One Big Family

Contract: 12-month fixed term (with the possibility of being extended)

Hours: TBA

Purpose of the Job:

Work within One Big Family in Medway to provide technical support to ensure effect and efficient customer service, service delivery and development. Also to support clients and staff and ensure support for both is appropriately coordinated and communicated.

Main duties and responsibilities:

Source appropriate training for volunteers

Make sure volunteer expenses are sent to Finance Manager at the end of each calendar month, including ALL receipts

Ensure In-Form CRM is correctly used by staff

Review all OBF policies and procedures and update if necessary

Make sure all volunteers/staff are aware of policies, procedures and best practice

Administer OBF page for the Medway Lottery

Run In-Form CRM reports as requested  

Assist with completion of online documentation for clients when needed

Regularly check referrals emails for Duke’s House and input any new referrals onto In-Form CRM

Liaise with RSI and Housing with regard to new residents moving in and residents moving out

Hold regular key-working sessions and complete Homelessness Outcomes Stars with residents

Undertake any ad-hoc duties as and when required


Person Specification: Operational Support Manager



English and Mathematics to GCE standard – Grade C or equivalent, or able to show

Salesforce Administrator Certification – or willingness to work towards.


Experience of working in a team.

Experience working with client group/people with complex needs

Experience within the sector and a willingness to self-improve


Good organisational skills.


Good communication skills.

Ability to learn new office systems and digital platforms.

Ability to think creatively and take a proactive approach.

Well-developed computer skills, particularly in the use of CRMs as well as Microsoft Office.

An eye for detail and produce highly accurate work, including the ability to proofread and edit copy efficiently.

Able to deal confidently with non-routine tasks.

Able to organise and prioritise workload.

Understands how to encourage, motivate and influence clients to enable themselves.


Awareness of General Data Protection Regulations (GDPR).

Awareness of the sensitivity of personal data and the need for confidentiality.

Knowledge of the needs of the client group.

Awareness and compliance with equality policies, procedures and legislation.


Compassionate, understanding and respectful to all

We welcome diversity

We believe in collaboration and sharing of knowledge and that we are stronger together

Please send a covering letter along with your CV, saying why you would be suitable for the vacancy of Operational Support Manager, to Elizabeth Shaw at

 Applications for this post are now closed.