Head of Service


40 – 50k GBP



[Apply by]


Four Day Weeks



Reach Volunteering

Head of Service

Overall responsibility for our online trustee and volunteer recruitment service, including management of service, building key partnerships and deputising for the Chief Executive 

Salary: £40,000 - £45,000 FTE
Hours: 28 – 35 hours p/w negotiable
Reports to: CEO 
Line reports: Service Development Manager 

Working in close collaboration with the CEO, Head of Digital and Head of Marketing and Communications.

Come and lead the growth and development of our service. Reach connects people who want to volunteer their professional skills with charities that need those skills. Every year our online service matches a growing number of charities with trustees and skills-based volunteers. This is an interesting and wide ranging role, managing an innovative and successful service with plenty of potential to extend and deepen its impact

Reach Volunteering

Reach Volunteering is the leading skills-based volunteering charity in the UK and the single biggest source of trustees. We help charities to strengthen their governance by broadening the range of experience on their board. We support them to increase their operational capacity and capability by drawing in specialist expertise on a voluntary basis. Since we took our service online in 2015, we have doubled our impact. Last year over 1,300 trustees and volunteers were appointed through our service, and this year we expect to exceed 1,700. We use a service design approach to improve our service and we pride ourselves on being a ‘user-centred’ organisation.

The role

The head of service role is a new position. It will bring focus, structure and momentum to our service and add strategic capacity to our team.

You will have overall responsibility for the management of the service, including the staff and volunteer service team. You will be responsible for all (non digital) aspects of delivery, such as managing the staff and volunteer service team, refining policies and procedures, and collecting and analysing performance and outcome data. You will develop and oversee partnerships that increase our engagement with charities and volunteers, or generate income, or both.

We have a very collaborative culture. You will be working closely with the CEO to agree priorities, with the head of digital, who leads the service design process, and with the head of marketing and communications. You will lead on, or contribute to, specific projects, for example, a programme to increase regional take-up, or a design-led research project on skills-based volunteering.

You will deputise for the CEO, represent Reach at external events and contribute to thought leadership on skills-based volunteering and trustee recruitment.


Manage service
- Manage and develop staff and volunteer team.
- Ensure our service is responsive to the needs of our users (charities and volunteers).
- Develop and review policies such as data protection, third party complaints and Service policies such as vetting criteria and charging policy. Act as point of escalation for complaints / issues.
- Increase efficiency of service, simplifying and automating manual processes such as reporting on outcomes of placements.

Develop service
- Work with Head of Digital to develop the service by participating in the service design process (i.e. carrying out user research, prioritising and developing opportunities, testing and refining the service in a continuous improvement cycle).
- Move service from transactional to relational, leading on these aspects of the user journey - for example how Reach supports users with advice and support.

Data analysis and impact evaluation
- Provide evidence-based insights that will help drive service priorities and inform service design.
- Develop and streamline our reporting processes.
- Conduct and refine outcome evaluation process.
- Communicate insights effectively with all stakeholders (internal and external).

Build and maintain a wide range of strategic partners including
- Other infrastructure bodies
- Business partners (commercial and non-commercial relationships)
- Professional associations and trade bodies
- Strategic partners for specific initiatives (e.g. geographic or skills focused)

- Lead on specific service projects, such as a programme to strengthen our regional presence.

Deputising for Chief Executive
- Work with Chief Executive and colleagues to provide leadership to Reach as a whole.
- Proactively support and deputise for the CEO.
- Bring a strategic perspective to the work of Reach, including awareness of external factors and trends that will influence our success.

Planning, performance and budgeting
 Working with the Chief Executive
- Contribute to planning, performance management and budgeting
- Develop key KPIs for service performance, develop the annual service delivery plan, targets and budgets for achieving Reach’s strategic objectives and monitor and report on progress.

External communications 
- Represent Reach at events including senior level meetings, delivering presentations and facilitating workshops.
- Promote the value of Reach’s service to key audiences.
- Provide thought leadership on the value of skills based volunteering, open trustee recruitment and other relevant topics.

Person Specification


Service management: Proven track record in managing a service successfully, including managing a team, setting and meeting targets and developing policies and procedures.

Strategic partnerships: Experience in developing and managing strategic partnerships with a range of organisations.

Service design: Experience of service design or taking a user-centred approach to service development

Digital service: Experience of managing a digital service

Skills and abilities

Outcome focused: Focused on the end goal and able to pivot and adjust as necessary to achieve this.
Analytical: Ability to analyse complex data, and draw on your analysis and insights from our user research to inform decision making and guide continuous improvement of our service
Collaboration: Deeply collaborative and collegiate in approach, respecting contributions of staff and volunteers, and partners.
Learning: Appetite to learn new skills and ways of working, with enthusiasm to get stuck in at both strategic and nitty-gritty implementation levels.
User focus: Empathy, and enthusiasm for working in a user-centred organisation
Flexibility: Willingness to adapt and turn your hand to a wide range of tasks
Strategic thinking: Ability not just to see the big picture but to join the dots between pictures – to see how linkages can be made to continuously build success and achievement for Reach, our service users and the wider sector.
Communication: Excellent written and oral communication skills.

Knowledge and understanding

Charity sector experience: An understanding of the needs of the nonprofit/charity sector.
Enthusiasm for Reach: Enthusiasm for engaging in the full breadth of the Reach’s work.
Values: Personal commitment to the values of the local voluntary sector, and to equality and diversity.

Evaluating impact: Understanding of how to evaluate outcomes and impact.

- Ability to undertake occasional travel within UK
- Willing to work outside core hours on an occasional basis

Terms and conditions

Salary: £40,000 - £45,000 pro rata
Contract: Permanent
Hours: 28 – 35 hours p/w negotiable
Location: London
Pension: Reach Volunteering will contribute 5% of gross basic salary per month into a pension plan.
Holidays: 26 days per year plus public holidays (pro rata for part-time posts) and 3 days at Christmas.
Volunteering leave: Up to 6 days per year (pro-rata for part-time posts)
Probation: This post will have a probationary period of six months.
Notice: One month’s notice of termination of employment on either side.
Disability: We are committed to making every reasonable adjustment to the workplace or working arrangements so as to accommodate people with disabilities.

Why join Reach

- We have a collaborative, friendly and supportive culture. You will be encouraged and supported to take risks and to learn and develop, and you will enjoy plenty of autonomy.
- You will be able to draw on the expertise and enthusiasm of a team that has embedded service design approaches, and be supported by an organisation that has a user-centred mindset. There is a lot of potential to widen and deepen our impact, so you will be able to make a big difference to our organisation and to the charity sector as a whole.
- You will be joining a small, but well-respected, national charity working at sector level to address key issues such as trustee recruitment, board diversity and organisational capability. This is an opportunity to genuinely influence and shape the future of the sector by supporting key volunteering and governance infrastructure.
- We can offer flexible working. This role is offered at 28 – 36 hours. Other options for flexible working are negotiable.
- Other benefits include 26 days annual leave, plus three bonus days at Christmas (plus Bank Holidays); up to six days volunteering leave per annum and pension contributions at 5 per cent.

How to apply

If you would like an informal conversation about the role before applying, please contact [email protected] to arrange a phone call with Janet, our CEO.

We are keen to make our recruitment process as fair as possible, and to reduce bias. We will be shortlisting based on your response to three questions using ‘blinding’ and ‘chunking’ processes, so please make sure that each of your responses to the questions below stands on its own merits and does not rely on information from your other responses.


Apply by completing our online survey via the apply button below.

Deadline for applications: 9 am, 2 December
First stage interviews: 9 and 10 December
Second stage interviews: 16 December