Service Manager

JOB DESCRIPTION

Job Title

Service Manager

Service / Department

Confidential Service

Reports To

Regional Manager

Responsible For

Service team members, service users, and two homes

DBS Check

Enhanced with Adult and Child Barring List

PLEASE NOTE WE DO NOT ACCEPT SPONSERSHIP

Job Purpose

To develop and manage supported accommodation services that provide residents with a broad range of high-quality housing, support, and personal development opportunities.

The service comprises

• A supported housing provision for single women aged 18 and over.
• A domestic abuse refuge.

Working within frameworks that embrace advantaged thinking, trauma-informed and psychologically informed approaches, this role ensures compliance with all commissioned contract requirements.

Key Relationships

• Reporting directly to the Regional Manager for Supported Housing.
• Collaborating with other departments, managers, and staff teams.
• Engaging with commissioning bodies, funders, and delivery partners.

Main Duties and Responsibilities

· Service Delivery

• Ensure all residents and users of the supported accommodation services receive exemplary care and support.
• Provide specialist support to female survivors of domestic abuse to sustain their refuge accommodation and support their transition to independence within six months.
• Support female residents in supported housing to maintain their accommodation and prepare for independent living within two years.
• Oversee the effective, asset-based delivery of services to ensure residents are safe, secure, and have access to person-centred learning and development opportunities that enable them to fulfil their potential.
• Foster and maintain positive relationships with key stakeholders, including partner agencies, local authorities, commissioners, and funders, to secure the service’s future. This includes attending multi-agency meetings, delivering presentations, and enhancing the service’s reputation within the community.
• Manage and resolve instances of anti-social behaviour efficiently, implementing preventative measures to reduce such occurrences in the local community.

· Service Development

• Collaborate closely with the Bid Manager to maximise income, leading bids for external grants and charitable funding from local and national organisations to support additional projects within the scheme.
• Drive service quality improvements in line with the requirements of local commissioners (Adult Social Care and Safer Communities).
• Establish and maintain links with local employers, The Employment Service, and other organisations to secure work experience placements, job interviews, employment opportunities, and employer involvement in job searches.
• Stay informed of relevant legislative, policy, and practise changes affecting the effective management of the scheme.

· Financial Management and Performance

• Manage budgets effectively, ensuring the team adheres to organisational financial policies and procedures.
• Oversee separate budgets for each accommodation setting within the service.
• Ensure efficient housing management, including compliance with health and safety standards, minimising void periods, and maximising rent and other charge collections.
• Monitor service performance by setting, recording, and reporting operational KPIs, objectives, and outcomes promptly.

· Staff Management

• Lead recruitment and line management of a multi-disciplinary team, ensuring appropriate staffing cover across supported accommodation services.
• Ensure 24-hour scheme coverage and participate in a paid on-call rota as part of the organisation’s management on-call system.
• Propose potential restructures to further integrate accommodation services for greater efficiency.

· Volunteers

• Develop effective connections with local community and voluntary agencies to secure support for the scheme.
• Recruit volunteers and coordinate training for various roles, including facilitating and supporting student placements within the service.

· General

• Maintain awareness of relevant legislation, policies, and benefits affecting young people who are unemployed, in training or education, on low incomes, homeless, or with significant support needs.
• Undertake any other duties appropriate to the needs of the foyer, as required.

General Duties

• Diversity – Promote and implement the Association’s diversity policy in all work activities and external interactions
• Health & Safety – Fulfil the post holder’s responsibilities concerning Health & Safety.
• Safeguarding – Ensure the safety and welfare of all service users in accordance with organisational safeguarding policies.

PERSON SPECIFICATION

Key Strengths

• Excellent organisational and communication skills.
• Ability to respond calmly and sensitively in emergency situations.
• Proven experience managing, leading, and developing a multi-disciplinary team.
• Adaptability to diverse personalities and the ability to build strong relationships with colleagues and stakeholders.
• Proactive, self-motivated, and able to thrive in a dynamic environment.
• Solution-focused approach to challenges.

Essential Requirements

• Knowledge of policies and procedures related to working with young people.
• Experience in meeting quality assurance framework standards.
• Proven safeguarding experience, promoting the welfare of young people and vulnerable adults.
• Experience managing a multi-disciplinary team.
• Flexibility to work outside standard hours, including evenings and weekends as required.
• Willingness to work towards Level 4 CIH Housing qualification or an equivalent professional qualification, in line with industry standards.

Desirable Attributes

• Full UK Driving Licence and access to a vehicle.
• Knowledge of Refuge and/or Supported Housing services.
• Understanding of various interventions and approaches that support positive outcomes for young people.
• Demonstrated ability to engage effectively with residents aged 18+ and/or survivors of domestic abuse is advantageous.
• Additional relevant qualifications or experience.

Values and Behaviours

Success in this role requires full alignment with the organisation’s values and behaviours. You will work collaboratively as part of a wider team, supporting the organisation’s mission. These values and behaviours define how colleagues operate, what the organisation represents, and how it distinguishes itself from other providers and employers.