Join Family Mediation Jersey as Practice & Operations Manager

Hours: 15 hours per week

Pro Rata Salary: £17,500 per annum

Purpose of the Role

As the senior operational lead of Family Mediation Jersey (FMJ), the Practice & Operations Manager is responsible for directing the planning, delivery, evaluation, and ongoing development of FMJ’s mediation services. The role ensures operational excellence, organisational effectiveness, financial sustainability, and the successful implementation of FMJ’s business plan and transformation priorities.

The postholder plays a central role in supporting high‑quality practice, effective service delivery, and the smooth running of all aspects of the charity.

Organisational Context

Family Mediation Jersey provides impartial, confidential mediation services to families across Jersey. This includes mediation relating to separation, divorce, child arrangements, property and financial matters, and intergenerational family issues. FMJ also offers Child‑Inclusive Mediation to ensure that children’s voices are heard and considered in the mediation process.

The Practice & Operations Manager ensures the service remains accessible, equitable, safe, and professionally delivered.

Accountability

The Practice & Operations Manager reports to the Chair of the Management Committee and is accountable for:

• Operational leadership and service performance

• Oversight of mediators and workforce support

• Financial management

• Operations Management, with the support of a part time administrator

• Supporting organisational governance and business planning

Key Responsibilities

• Leadership & Organisational Management

• Lead, manage, and coordinate all FMJ activities, reporting to the Management Committee as required.

• Deliver against the agreed business plan and strategic objectives.

• Support and implement organisational transformation programmes.

• Identify and escalate policy, practice, or operational issues requiring Committee attention.

• Ensure work practices are sensitive, professional, and responsive to client needs.

• Safeguard confidentiality and ensure mediators have a safe working environment.

• Provide strategic and operational advice to the Committee and ensure effective governance support.

• Ensure FMJ services remain accessible and aligned with equal opportunities principles.

Quality Assurance & Professional Standards 

• Ensure consistent, high-quality mediation practice across FMJ by ensuring clear service standards and operational procedures.

• Maintain quality assurance processes to monitor service performance, client experience, and adherence to safe, ethical practice.

• Work collaboratively with mediators, Professional Practice Consultant ("PPC") to support continuous improvement and uphold professional practice expectations.

• Regularly review processes, tools, and systems to ensure effective, reliable, and high‑standard service delivery.

Human Resources Management

• Lead and manage all HR functions for the organisation, ensuring effective and compliant people management across the employee lifecycle.

• Oversee recruitment, selection, and onboarding processes, ensuring new staff are appropriately inducted and supported.

• Coordinate ongoing training, supervision, and development activities to maintain strong performance.

• Manage performance and appraisal processes in conjunction with the PPC, ensuring regular reviews are completed and development needs are identified.

• Maintain accurate and confidential HR records, including contracts, policies, personnel data, and compliance documentation.

• Administer payroll and staff payments

• Provide advice and guidance on HR policies and employment practices, ensuring compliance with relevant legislation and good practice and oversee on all processes.

• Support staff to ensure effective communication, positive working relationships, and smooth operational coordination across the organisation.

Finance, Budgeting & Fundraising

• Work with the Treasurer to prepare the annual budget and monitor financial performance.

• Maintain accurate payroll records and administer remuneration.

• Promote financial efficiency and value for money across all FMJ activities.

• Monitor client payment systems and address issues proactively.

• Prepare and contribute to grant applications with the Chair and Treasurer.

Marketing & Fundraising Responsibilities 

• Lead FMJ’s marketing and service‑promotion activities to raise awareness of mediation services across community, digital, and professional networks.

• Develop and support fundraising strategies to strengthen FMJ’s income base and long‑term sustainability.

• Identify new funding opportunities 

• Promote FMJ within local legal, voluntary, and community networks to widen referral pathways and increase service reach.

Planning & Evaluation

• Conduct research and analysis to support planning and service development.

• Support the preparation of annual plans aligned with budgets and community needs.

• Monitor and evaluate progress against the annual plan and report findings to the Committee.

• Recommend service improvements based on evidence, feedback, and emerging needs.

Communications & Public Relations

• Maintain strong internal communication across FMJ.

• Coordinate media and public‑facing communications where appropriate.

• Represent FMJ in local and professional networks.

• Lead the preparation of publicity materials.

Administration, Health & Safety

• Maintain high‑standard administrative systems for enquiries, appointments and record‑keeping, with support from the Administrator.

• Ensure confidentiality and compliance with data protection requirements.

• Ensure FMJ premises, equipment, and resources meet required standards.

• Oversee adherence to health and safety policies and relevant legislation.

Knowledge, Skills & Experience

Essential

• Strong experience in operational management, finance administration, and HR processes.

• Experience delivering organisational plans and supporting service delivery.

• Excellent communication skills with diverse stakeholders, including legal and community professionals.

• High IT proficiency including Windows and QuickBooks.

Desirable

• Charity sector experience.

• Experience in marketing, fundraising, or business development.

How to Apply / Contact

If you are interested in this role, would like an informal, confidential conversation, or simply want to find out more, please contact:

Chair, Family Mediation Jersey

Ryan Williams

Email: Ryanrewilliams@gmail.com