We are seeking a dynamic Operational Manager to manage the delivery of high-quality advice, guidance, casework, and support services. The successful candidate will be responsible for ensuring that clients receive tailored, person-centred support to help them live independently and safely in their own homes. This role requires a proactive person to drive service delivery, staff management, and continuous improvement to meet evolving needs. Key Responsibilities: Service Delivery Management: Responsible for the day-to-day operations of the advice, guidance and support of the agency casework and specialised support services, ensuring that high-quality support is provided, enabling people to live independently in their homes. Staff Management: Manage and motivate a team of caseworkers and support staff. Provide supervision, mentoring, and professional development opportunities to ensure a skilled and motivated workforce. Client Care and Case Management: Ensure the provision of comprehensive casework and support service, assessing the needs of individuals, creating action and support plans, and reviewing ongoing cases to ensure appropriate and timely interventions. Monitor the outcomes for clients and make adjustments as necessary to ensure the most effective care and support is delivered. Quality Assurance and Compliance: Work with the Strategic Lead to develop and maintain effective quality assurance systems, ensuring all advice and casework is compliant with relevant regulations, best practices, and organizational policies. Ensure that services are delivered in line with legal and contractual obligations, safeguarding principles, and ethical standards. Collaboration and Stakeholder Engagement: Build strong working relationships with external agencies, healthcare providers, social services, and community organizations to ensure a coordinated approach to supporting clients. Engage with families and caregivers to ensure a holistic support model. Continuous Improvement: Drive initiatives aimed at continuously improving the quality and efficiency of services. Implement feedback mechanisms, conduct regular audits, and respond to emerging needs and trends within the demographic served. Budget and Resource Management: Manage resources effectively, ensuring services are delivered within budgetary constraints while maintaining high standards. Oversee case allocation and workload management to ensure efficient use of resources. Risk Management: Identify and assess risks related to the care and wellbeing of clients, implementing strategies to mitigate these risks. Ensure that safeguarding procedures are followed, reporting and addressing any concerns in a timely manner. Reporting and Documentation: Maintain accurate records of service delivery, case outcomes, and performance data. Provide regular reports on service performance, client satisfaction, and resource utilization to senior management. Skills and Qualifications: Essential: Significant experience in social care, casework, housing, health, or a related field, ideally working with older or vulnerable adults. Demonstrable people management skills, with the ability to motivate, inspire, and develop staff. Developed understanding of safeguarding, health and social care legislation, and best practice. Excellent communication and interpersonal skills, with the ability to build relationships with a wide range of stakeholders. Strong problem-solving abilities and the capacity to manage complex situations. Good organisational skills, with an ability to prioritize workload, and meet contractual and budgetary requirements within deadlines. Strong IT skills, including proficiency in case management systems and Microsoft Office Suite. Ability to analyse data, produce reports for internal and external audiences, and provide clear plans for corrective action. Familiarity with service delivery, quality assurance, and contract monitoring. Working knowledge of principles and responsibilities under GDPR. Desirable: A relevant professional qualification in social work, health and social care, or a related field (e.g. Level 5 Diploma in Leadership for Health and Social Care). Experience in budget management and resource allocation. Understanding of local government services and community resources. Welsh speaking A full driving licence and use of a vehicle Personal Attributes: Empathetic and compassionate, with a genuine commitment to supporting people to live independent, fulfilling lives. A proactive, solutions-focused leader who can drive change and improvement in services. Collaborative team player with the ability to work with diverse groups, including colleagues, service users, families, and external agencies. Strong organizational skills, with a keen attention to detail and a commitment to service excellence.