Online Service Manager

Harris Hill is delighted to be working on behalf of a leading charity that supports people affected by gambling-related harm, to recruit an experienced Online Service Manager.

Salary: £42,450 per annum
Location: Home based
Contract: Full time, permanent

The role

You will be responsible for the performance, growth and continuous improvement of online channels, including forums, chatrooms, email support, peer support and online appointments.

Working as part of the service leadership team, you will drive digital development, lead staff and volunteers, improve user experience and ensure services are safe, accessible and responsive to demand.

Key responsibilities

• Lead the delivery, performance and development of online services.
• Drive engagement and growth across digital support channels.
• Manage performance against KPIs, quality standards and contractual requirements.
• Lead workforce planning and develop staff and volunteer capacity.
• Recruit, support and develop volunteers across online services.
• Drive digital innovation, platform development and improvements to user experience.
• Use data, feedback and lived experience to inform service improvements.
• Ensure effective safeguarding, risk management and quality assurance.
• Build relationships with commissioners, partners, suppliers and technology providers.

About you

You will have:

• Experience managing and developing staff and volunteers, including remote or shift-based teams.
• Experience delivering digital, online or remote support services.
• Knowledge of safeguarding and supporting vulnerable people.
• Understanding of digital platforms, user journeys, accessibility and online communities.
• Experience leading service development, digital projects or organisational change.
• Strong analytical skills and experience managing service performance against KPIs.
• Excellent communication, leadership and stakeholder management skills.
• Strong IT skills, including CRM systems and digital platforms.
• Experience driving quality assurance and continuous improvement.

You will be a supportive, inclusive leader with sound judgement, resilience and the ability to manage risk effectively.

For more information, please submit your CV.

Please note, CVs are being reviewed on a rolling basis, and only successful applicants will be contacted with more information.

As leading charity recruitment specialists and a certified B Corp™, Harris Hill is committed to high and ever-improving standards of equitable and inclusive recruitment. We actively welcome applications from all sections of the community regardless of age, disability, gender, race, religion, sexuality and other protected characteristics.