Regional Team Manager

Please note this role can be worked full time or part time. The minimum hours if worked part time would be 3 days (22.5 hours). Please refer to the attached Job Profile for the full role description.

CAP celebrates the value of diversity and aims for an inclusive workforce that reflects the communities we serve. We welcome applications from people of all backgrounds, especially from black and ethnic minority candidates. We are committed to fostering an environment that embraces diversity and inclusivity.

Context:

CAP's mission is to end UK poverty by equipping churches to reach their communities. We empower and serve churches through partnerships, providing impactful debt advice and coaching services to support individuals facing financial and social challenges across the UK. Our approach focuses on holistic support to help individuals achieve financial resilience, creating lasting personal and relational transformation, and contributing to a society where all can flourish. We value strong relationships with our church partners to ensure our services meet the evolving needs of local communities.

Purpose:

As a core member of our Hub team, you will drive the delivery of CAP's products, empowering debt advisors and case officers to support debt coaches and clients effectively.

Your main focus will be to inspire, empower, and challenge Approved Intermediaries, Debt Advisors, and Case Officers to provide excellent debt services to partner churches and clients, maintaining individual metrics and service level agreements. You will collaborate with Area Partnership Managers, Church and Client Support, and Service Quality teams to solve challenges, implement change, and foster connections among team members. Working closely with other Regional Team Managers and the Senior Regional Delivery Manager, you will allocate resources effectively and promote a culture of holistic client support.

Reports to: Senior Head of Services

Direct Reports: 12-13 Debt Advisors & Case Officer reports per FTE, adjusted for part-time hours.

Passion:

We are passionate about developing high-performing teams to deliver outstanding debt services. We believe in creating an environment where advisors and case officers are equipped, challenged, and inspired to support partner churches and clients. We also value collaboration with regional partners to drive impactful change and meet service level agreements consistently.

• Lead, mentor, and develop team members through regular catch-ups, appraisals, and performance reviews. Foster a positive team culture that boosts engagement and motivation. Hire and onboard new team members.
• Plan and manage resources effectively to meet objectives, adjusting to changing needs. Set clear expectations, monitor performance, and address issues with action plans.
• Ensure departmental objectives are met through actionable team plans. Maintain adherence to policies, procedures, and standards. Address challenges, make informed decisions, and foster a problem-solving culture.
• Facilitate clear communication within the team and with stakeholders. Guide the team through changes, ensuring smooth transitions.
• Manage personnel matters including onboarding, holiday requests, and staff absences due to sickness.

Measurable outputs:

• Timely onboarding of new staff and sign-off on new processes for existing staff, with personalized action plans where needed.
• Proficiency of team members in meeting output and quality standards, with performance management processes in place for underperformance.
• Effective hub rota management and resource collaboration to meet service level agreements.
• Fulfillment of responsibilities assigned by senior managers.
• Use of development tools like coaching, performance reviews, and CPD activities, ensuring team engagement and goal achievement.
• Effective time allocation for personal and team development, including peer learning and broader training participation.

• Confident decision-making skills
• Excellent communication at all levels
• Ability to produce results using team dashboards
• Leadership in promoting CAP's cultural values
• Skills in developing team strengths and challenging poor performance
• Effective prioritization in a pressured environment
• Ability to balance detail with the big picture
• Good strategic insight aligned with organizational goals
• Collaborative approach across teams and departments
• High emotional intelligence and understanding of human factors
• Capability to maintain personal emotional wellbeing
• Skilled in techniques like problem definition, ideation, and LEAN methodologies

Essential

Experience delivering results in a service environment and working independently.

Desirable

Experience in Service Delivery, CAP debt help procedures, team management, and working with local churches. A Levels or equivalent qualification.