Chatterbug Ltd Speech and Language Therapy
Business Operations Manager
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Business Operations Manager
Location: Leeds (office based)
Salary: £40,000 - £45,000
Contract: Full-time, permanent
Reporting to: CEO
About the Role
Chatterbug is an ambitious social enterprise delivering speech and language therapy services to children and young people. As we scale our services, partnerships, and digital offer, we are investing in the operational foundations needed to grow well and deliver consistently for children, families, schools, and commissioners.
This is a genuinely autonomous, hands-on management role for someone who brings order to complexity and enjoys building, improving, and embedding better ways of working. You will establish clear operational controls, make routine work reliable, and ensure that the right people have the information they need to act. You will work directly with the CEO, Clinical Service Manager, and wider leadership team, with clear delegated authority to resolve day-to-day operational matters.
Your First Priorities
- Establish a reliable weekly view of delivery, therapist capacity, invoicing, aged debt, and key service risks.
- Create clear ownership, deadlines, and follow-through across operational activity, with concise reporting on progress, risks, and decisions needed.
- Strengthen the processes and information that allow teams to resolve routine issues without unnecessary escalation to senior leaders.
Key Responsibilities
Operational Delivery and Business Performance
- Lead day-to-day administration, office, and service-delivery operations across Private Clients, schools, Local Authorities, Youth Justice Services, and other commissioned services.
- Maintain accurate oversight of school commitments, including days purchased, scheduled, delivered, remaining, and owed; monitor capacity and implement recovery actions where delivery is at risk.
- Produce timely, accurate reports on invoices raised, income received, aged debt, expected income, delivery, capacity, and outstanding actions.
- Coordinate KPI and status reporting, investigate discrepancies, and ensure corrective actions have clear owners and deadlines.
- Identify operational, contractual, financial, and relationship risks early and take them through to resolution or appropriate escalation.
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Team, Processes, and Improvement
- Line manage the admin team, setting clear priorities, KPIs, standards, and deadlines; address underperformance appropriately.
- Work closely with clinical leadership on staffing, recruitment, onboarding, and service readiness, while retaining clear boundaries around clinical decision-making.
- Write, implement, and embed practical processes and standard operating procedures; address process drift, duplication, and recurring failures.
- Oversee operational automations, including testing, documentation, monitoring, and failure escalation.
- Coordinate office, facilities, complaints, and compliance activity, ensuring actions are completed, evidenced, and escalated appropriately.
About You
You will have demonstrable experience of managing operations or service delivery in education, healthcare, or another complex service-led organization. You will be confident working with imperfect information, using data to establish control, and following issues through to a measurable outcome. You will enjoy working in a growing organization where practical judgment, curiosity, and follow-through matter.
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- Complex scheduling, workforce capacity, or resource allocation across more than one service or customer group.
- Management information, including income, invoicing, aged debt, or comparable financial reporting.
- Line management of an admin or support team, including KPIs, standards, and addressing underperformance.
- Improving processes from initial investigation through to embedded practice.
- Strong Excel or Google Sheets skills, sound judgment, clear communication, and constructive accountability.
- Experience of school contracts, commissioned services, healthcare delivery, operational automations, or facilities/compliance oversight would be an advantage.
What We Offer
- 7 weeks annual leave, inclusive of public holidays.
- Health and wellbeing support, including a healthcare cash plan, 24/7 GP, and counselling support for employees and eligible family members.
- Group income protection and life assurance, subject to scheme terms.
- Blue Light Card and retail-discount schemes.
- A purpose-led role with direct influence on how Chatterbug operates, grows, and supports children, families, and schools.
Recruitment Process
- CV and short covering statement.
- Initial conversation.
- Panel interview, including a live practical operational task, followed by references.
How to Apply
Please submit your CV and a short covering statement outlining your relevant experience to recruitment@chatter-bug.com. In your statement, include one example of a time you improved an operational process or reporting system and the outcome achieved.
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