National Careers Service Operations Manager


This vacancy is now closed

Job Category
£45,000.00 - £50,000.00
Closing date
Contract type
Total hours per week

About Shaw Trust  

At Shaw Trust we believe everyone has the right to live a decent and dignified life and an opportunity for rewarding work. We are a social purpose organisation challenging inequality and breaking down barriers to enable social mobility.

For us being part of the solution is about creating the conditions for this to happen, advocating and delivering services that make a real difference. Working in partnership not competition, we are part of an eco-system of purpose-led organisations, striving for a fairer, more equal society centred on opportunity for all.

National Careers Service Operations Manager    

To contribute to the achievement of company objectives by managing the performance of the direct delivery of the National Careers Service contract. To manage and oversee the Progression and Contact Centres, and National Careers Helpline team.

  1. Accountable to the Head of Service, for the overall performance of direct delivery of the National Careers Service contract in London
  2. Drive performance and manage direct delivery to ensure all targets and KPIs are achieved
  3. Ensure delivery targets are met through daily monitoring of performance and setting of remedial actions via one to one support, team meetings, monthly reviews and appraisals
  4. Responsible for the management of direct delivery team managers including driving performance improvement, operational planning and development and capacity building


  • Excellent IT skills including Office and CRM Dynamics 
  • A relevant degree or management qualification or equivalent 
  • Experience of managing individual and team performance in a results orientated environment 
  • Demonstrable evidence of performance and relationship management experience obtained within a services environment 
  • Successful record in building strategic relationships with key stakeholders 
  • Track record of successfully delivering frontline services for multiple sites, against challenging contractual targets 
  • Ability to manage and interpret data to support effective performance management and reporting 

Shaw Trust is committed to creating a diverse and inclusive working environment, where every employee, regardless of their background or lived experience, feels that they belong and can progress in their career.  We are Disability Confident Leaders, support the guaranteed interview scheme and use of the government’s Access to Work scheme. 

Living our values we are keen to reflect the diversity of UK society at every level within our organisation. We welcome applications from all sections of the community including from people with lived-experience and/or knowledge of disability or social exclusion.

If you have accessibility requirements and would like information in a different format, email: to make alternative arrangements.


Shaw Trust reserve the right to close this vacancy early if sufficient applications are received.