Deputy Service Delivery Lead

Job purpose:

We are looking for a Deputy Service Delivery Lead to support the leadership and operational delivery of the National Road Victim Service, helping to ensure strong people management, consistent service delivery, quality standards, safeguarding, governance and contract performance across teams and processes.

Working closely with the National Service Delivery Lead and wider leadership team, the postholder will support operational smoothness, resilience planning, quality assurance, safeguarding and clinical governance practice.

The role will support service resilience and operational, including monitoring risks to safe service delivery, identifying opportunities to improve impact and efficiency, and helping ensure client outcomes are achieved before case closure.

The role will lead day-to-day management of Regional Managers, including check-ins, performance review, workforce support and capacity oversight, while enabling Regional Managers to line manage caseworkers effectively.

Line management responsibility for Regional Managers will be shared with the National Service Delivery Lead.

The role will contribute to workforce development by supporting new programmes such as peer support activity and the development of a champions programme to strengthen confidence, consistency and service improvement.

The role will contribute to workforce development by supporting new programmes such as peer support activity and the development of a champions programme to strengthen confidence, consistency and service improvement.

The Deputy Service Delivery Lead will model continuous learning, professional curiosity, constructive challenge and evidence-led decision-making, supporting leaders and managers to lead their teams confidently through change

Brake is the national, acclaimed charity delivering the National Road Victim Service, a specialist, accredited, UK-wide support service for road victims, delivering case-managed care for anyone who has been bereaved or seriously injured in a road crash or who is supporting a road crash victim.

• A generous 35 days of annual leave (including bank holidays and 3-day shutdown period between Christmas and New Year, pro-rata for part-time working patterns)
• Birthday day off (taken any time)
• Enhanced sick pay and compassionate leave
• Death in service benefit
• Pension
• Employee Assistance Programme
• Flexible working
• A rewarding role with purpose
• Be part of a skilled, friendly team with an engaged Board of Trustees

You will be a credible, compassionate and accountable operational leader with the confidence to support service delivery, people management, quality assurance, safeguarding, governance and contract performance across NRVS.

You will combine strong judgement, organisation and constructive challenge with the ability to support Regional Managers, strengthen consistent practice and turn quality assurance, service date and learning activity into practical improvement.

You will be collaborative, values-driven and able to build confidence in others, supporting Regional Managers and caseworkers through effective line management, training, peer support and service improvement activity.

• Strong leadership, operational judgement and people management skills, with the ability to support Regional Managers to lead their teams confidently and consistently.
• Clear communication, influencing and relationship-building skills with practitioners, managers, senior leaders, commissioners and external stakeholders.
• Ability to support safe, proportionate decision-making and elevate safeguarding, governance, risk or quality issues appropriately.
• Knowledge and understanding of trauma-informed working and trauma-informed organisations, with the ability to support managers and teams across Brake to apply these principles consistently.
• Strong facilitation, training, coaching and peer support skills, with the ability to contribute to professional development for managers and caseworkers.
• Ability to analyse service data, quality assurance findings, risks, KPIs and client journey information, and translate insight into practical improvement.
• Strong…