Deputy Director of Volunteers

A charity are looking for a Deputy Director of Volunteering to provide operational and strategic support to all volunteers in the charity's network, both UK-based and overseas. You will be responsible for developing, training and supporting their volunteer-led network of branches, service committees and community volunteer groups to deliver quality services.

Key Responsibilities:
-Assist Director with the effective management of risk within both the volunteer network and specialist services, including the regular monitoring and updating of the risk register.
-Develop a framework of policies and procedures to ensure compliance with charity's regulations, charity commission regulations and wider legislation throughout the volunteer network and specialist services.
-Design and establish a programme of internal audits to assess whether the processes and controls in place to manage risk are operating effectively across the volunteer network and specialist services.
-Support the implementation of the volunteer network strategy by establishing the requisite structures and infrastructure to support volunteer activities.
-Develop and implement a robust complaints handling process, enabling the network to handle local complaints and being the main contact for complaints regarding volunteers or the network.
-Establish a customer charter framework by which the performance of volunteer delivered services can be monitored.
-Initiate and deliver a client voice programme to ensure that the needs of clients are at the forefront of service development and delivery

Skills and Experience required:
-Extensive experience of working with, and engaging, volunteers across a wide geographical area
-Significant experience and knowledge of legislation and guidance, policy and procedures, and best practice in relation to volunteering and the provision of volunteer delivered services
-Excellent knowledge and experience of performance measurement and performance assessment frameworks.
-Experience of investigating and dealing with complex grievances and complaints
-Experience of producing and analysing management information reports and statistical information for senior management
-Ability to think strategically but also happy to be hands-on 
-Strong people management skills