The Financial Inclusion Development Manager (Helpline Services) is responsible for supporting the Senior Manager to develop, implement and deliver national services for the Financial Inclusion Programme, delivering real change for people in crisis across the UK.  The role will support the implementation of the national helpline services developed in partnership across the UK, by working closely with key colleagues across our national delivery partners to ensure that the services are successfully piloted and mainstreamed, delivering improved experience and outcomes to people in crisis. The post will be responsible for project management of key elements of the programme under the direction of the Senior Manager and Head of Financial Inclusion Programmes, as well as helping to co-ordinate cross organisational and external engagement on the helplines and other financial inclusion projects.

Role responsibilities

• Working with the Senior Manager (Helpline Services) and Head of Financial Inclusion Programmes to develop and deliver agreed Financial Inclusion projects and workstreams (with particular reference to helpline services) between the Trussell Trust, key partner organisations, and local and national stakeholders.

• Act as the primary operational liaison and develop and maintain professional relationships with external national and local partner organisations and ensure effective communications to both operational colleagues and food banks, to maintain awareness of and buy-in to projects and partnerships.

• Project manage agreed key aspects of helpline services across the UK. This includes joint governance arrangements (including leading workstream and supporting working and steering groups), and ongoing optimisation of service delivery to provide access to high quality income maximisation and other social welfare law advice for people in crisis.

• Work to drive enhanced operational and strategic collaboration with colleagues across the organisation and a range of key financial inclusion partners, to maximise the impact and sustain the helplines and associated services, providing project management support as required.

• Monitor progress against projects’ agreed OKRs and ensure delivery of programme reporting; review OKRs on a rolling basis, to ensure the impact of programmes is collated and reported as required (with particular reference to Programme Boards and Steering Groups, as well as the requirements of colleagues from Operations, Policy &Research, Strategy & Impact and Fundraising teams).

• Utilise mechanisms including consultation and advisory boards to ensure the voice of all stakeholders including people with lived experience of poverty is reflected in project approaches, roll out and outcomes.