Director of Service Delivery

London-based with homeworking option
c. £80k
Closing date
5 Jul 2021

Job Details

Director of Service Delivery
c. £80k • London-based with homeworking option

Refuge is the UK’s largest provider of specialist services for victims of all forms of gender-based violence (domestic, sexual, so-called ‘honour’ violence, modern slavery and human trafficking, prostitution, forced marriage, stalking and FGM). Every day we support close to 7000 women and children in our national network of services, which include Independent Domestic, Sexual and Gender-based Violence Advocacy services (IDVAs/ISVAs and IGVAs), community outreach, specialist refuge accommodation, sanctuary services, culturally-specific services and the Freephone 24 Hour National Domestic Abuse Helpline (NDAH). We campaign tirelessly to keep violence against women and girls high on the public agenda, and our work gives a voice to the voiceless. 

In this hugely important role, you’ll lead the delivery of frontline services, with the exception of the NDAH, and oversee the work of 300 incredible colleagues. You’ll be accountable for ensuring that we provide the best service possible, in what is inevitably a traumatic and often terrifying set of circumstances. We promise women and children that they’ll be centred in everything we do, and you’ll help us to keep that promise. Wherever survivors need us, we’ll be there, and we will make sure they receive the highest level of support.

Demand has soared since the beginning of lockdown last year, and many of our dedicated frontline staff have been working at a high intensity throughout the pandemic period. We want this role to make sure that these staff feel listened to, cared for, and supported in the most effective way possible. You’ll set the benchmark for team culture across all our services, encouraging openness and dialogue, a shared responsibility for getting better, and a ‘one-team’ ethos. As an important member of the Senior Leadership team, you’ll also work closely with our newly-appointed CEO and SLT colleagues on strategic service delivery issues, reporting to the board and subcommittees where needed. 

Extensive experience of varied and complex service provision is essential, ideally in more than one organisation, and a good, current knowledge of our sector (or a closely associated field) will be a distinct advantage. You must have a sophisticated understanding of services which deal with issues of safeguarding and vulnerability, and be able to inspire and engage with colleagues who care for women in crisis every single day of the week. We want to enhance the support we offer to staff so that they can work effectively and resiliently under what can be highly pressured conditions; so high levels of emotional intelligence and an open, appreciative management style are essential. 

We believe that greater diversity in our senior management team would increase our effectiveness. Even if you don’t fulfil all the role criteria, but can bring other relevant experience and knowledge from outside your professional life, please do put in an application. Refuge is committed to quality, equality and diversity and welcomes applications from all sections of the community. However, the nature of the role means that this post is restricted to women, and the Occupational Requirement under Schedule 9 (part 1) of the Equality Act 2010 applies.

To find out more, visit For an informal discussion please contact Robert Muncaster at Cadence Partners on +44 20 7947 4960 or email If you require the candidate materials in an alternative format, please request it in your initial contact. 

Closing date: 9am, Monday 5 July 2021.


Refuge is a national charity which provides a lifeline for women and children escaping domestic violence

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United Kingdom

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