To lead and develop team members within Service Quality and Insight to deliver accurate data and reporting, ensuring compliance, and fostering continuous improvement to enhance service delivery and positively impact client outcomes. This role supports the team to balance the detail of data and policy with the impact on the operation, the client and the church, focused on achieving CAP’s strategic objectives.

Purpose:

As a core member of our Hub team, you will be the driving force behind the delivery of CAPs products, empowering debt advisors and case officers in your team to deliver exceptional support to debt coaches and clients.

Your key focus will be to inspire, empower and challenge Approved Intermediaries, Debt Advisors and Case Officers to provide an excellent debt service to partner churches and clients, ensuring that individual metrics and overall service level agreements are maintained. You will collaborate with the Area Partnership Managers, Church and Client Support and Service Quality and Operational Insight to solve challenges, implement impactful change, and create connections between team members. You will work closely with other Regional Team Managers and the Senior Regional Delivery Manager within your Hub to allocate resources effectively. By fostering a culture of holistic client support, you'll empower your team to support debt coaches and see clients supported through financial crisis.

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Our work drives CAP’s mission: to see a partner church in every community supporting the poorest and most vulnerable. We achieve this by building Church Partnerships that deliver our transformative Debt Help service, supported by key resilience programs such as Job Clubs, Life Skills, and Money Coaching.

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