Service Manager

Service Manager REPORTING TO: Head of Services RESPONSIBLE FOR: Team Leaders and other service-based roles as required PURPOSE OF POSITION The Service Manager will have overall responsibility for the operational leadership, quality, performance and contract delivery of both the LB Newham Core and the Intensive Support Accommodation contracts. The role will ensure a joined-up support pathway for residents with low, medium, high and complex support needs, promoting safety, stabilisation, independence, move-on and long-term tenancy sustainment. The post-holder will lead staff teams to deliver high-quality, trauma-informed, strengthsbased and person-centred support for vulnerable single homeless adults, including residents with multiple disadvantage, high levels of risk and complex support needs. The role will set, monitor and embed clear resettlement and support standards, ensuring residents receive consistent assessment, support planning, risk management, move-on preparation and tenancy sustainment support. The role will be accountable for safeguarding, housing management, performance reporting, quality assurance, partnership working, commissioner confidence and continuous service improvement. What makes this role different • Lead the full move-on journey, from pre-tenancy preparation to sustaining community accommodation, ensuring residents receive timely, effective support. • Combine trauma informed support, tenancy sustainment, homelessness prevention, partnership working and values-led leadership to help residents build independence. • Work with Resident Services, Intensive Housing Management team. landlords, commissioners and agencies to prevent repeat homelessness and improve outcomes. • Lead with purpose, strengthen practice and model a learning culture rooted in Growth, Inclusion, Collaboration and Compassion. The role will require participation in the on-call rota and occasional evening and weekend work in line with service needs. RESPONSIBILITIES & ACCOUNTABILITIES Key Responsibilities • Lead the delivery supported accommodation contracts in line with commissioner expectations, contract requirements, organisational policies and agreed performance standards. • Provide clear management oversight of service quality, safety, safeguarding, risk, incidents, complex cases and escalation. • Ensure residents receive effective assessments, risk management, support planning, move-on planning and outcome-focused reviews. • Set and maintain clear resettlement standards across the service, ensuring residents are supported to develop independent living skills, secure appropriate move-on options and sustain accommodation after leaving the service. • Ensure support standards are consistently applied, including timely assessments, person-centred support plans, regular key work, outcome-focused reviews, accurate case recording and clear escalation of risk or non-engagement. • Promote trauma-informed, strengths-based and psychologically informed practice across the service. • Work closely with the Intensive Housing Management team to oversee housing-related support, including referrals, placements, rent accounts, Housing Benefit claims, arrears prevention, voids, licence or tenancy obligations, move-on and tenancy sustainment. • Ensure the intensive supported accommodation service provides safe, responsive and proportionate support for residents with complex needs and high levels of risk. • Monitor performance against contract indicators, including outcomes, safeguarding, engagement, rent accounts, move-on, tenancy sustainment, voids and resident feedback. • Prepare accurate reports, evidence and performance commentary for commissioner monitoring, audits, inspections and service reviews. • Lead, develop and support staff to work as one team while maintaining service-specific boundaries, contractual standards, professional accountability and Your Place values. • Maintain effective staffing arrangements, including cover for key working, weekend, out-of-hours and intensive provision requirements. • Build strong partnerships with commissioners, Adult Social Care, health services, substance misuse services, criminal justice partners, housing providers and community agencies. • Use service data, resident feedback and quality assurance activity to drive improvement, demonstrate impact and evidence value for money. • Work closely with the Quality Assurance Manager and Impact Manager to use performance data, quality assurance findings, resident feedback and outcome measures to identify trends, strengthen practice and drive continuous service improvement. • Work flexibly to respond to urgent operational issues, safeguarding concerns, incidents, commissioner requests and service pressures. • Embed person-centred practice and meaningful co-production with residents, ensuring services are shaped by lived experience and aligned with Your Place values of Growth, Inclusion, Collaboration and Compassion PERSON SPECIFICATION The successful candidate will bring the experience, knowledge, leadership skills and values needed to manage high-quality supported accommodation services and contribute effectively to the wider Your Place team. Essential Criteria • Experience managing or supervising staff in supported housing, homelessness, social care, community support or a similar setting. • Ability to lead change, improve practice and support staff through service development. • Experience supporting vulnerable homeless adults, rough sleepers or people facing multiple disadvantage. • Strong understanding of risk, safeguarding, trauma, mental health, substance misuse, tenancy sustainment and move-on barriers. • Experience leading services that manage challenging behaviour, anti-social behaviour, safeguarding concerns, tenancy breaches, arrears or complex risk. • Experience of contract management, performance monitoring, quality assurance, reporting and service improvement. • Good understanding of housing management, including arrears, voids, tenancy or licence breaches, maintenance, health and safety, and property-related risk. • Ability to analyse performance information, identify risks and trends, produce clear reports and use data to drive improvement. • Experience building constructive relationships with commissioners, statutory services, voluntary sector partners and internal stakeholders. • Knowledge of person-centred, strengths-based, trauma-informed and psychologically informed support. • Knowledge of safeguarding adults, mental capacity, confidentiality, professional boundaries, data protection, equality and diversity, and complaints handling. • Excellent written and verbal communication skills, including clear reports, briefings and monitoring returns. • Commitment to resident involvement, co-production, equality, diversity, inclusion and anti-discriminatory practice. Desirable Criteria • Experience managing commissioned homelessness or supported accommodation contract. • Experience working within or alongside London local authority homelessness pathways. • Experience of managing voids, referrals, move-ins, move-outs and partnership-based accommodation arrangements. • Experience of using Home Star, In-Form, Pyramid or equivalent systems to monitor support, tenancy sustainment, risk, outcomes and case recording. • Experience preparing for audits, inspections, commissioner reviews or contract monitoring meetings. • Experience leading services through mobilisation, remodelling, restructure or improvement planning. Aptitude and Behaviours confidently use performance data, resident feedback and quality assurance learning to improve outcomes and value for money. Provides values-led leadership and communicates clearly with staff, residents, commissioners and partners. Use written, numerical and performance information to make sound, accountable and compliant decisions. Involving and Including Embeds resident involvement and promotes dignity, choice, equality, inclusion and cultural competence. Build and develop a high-performing team through clear direction, supervision, support and accountability. Appointment is subject to an enhanced DBS check, satisfactory references and the right to work in the UK Team Resident Services Role Resident Services Manager Locations Your Place @ Anchor House Remote status Hybrid Yearly salary £38,000 - £45,000 Your Place @ Anchor House Our offer Holidays 🌴 Time off to do as you please - you'll get 25 days, rising one day annually up to 30 days, plus bank holidays. Wellbeing 💚 We've also got reimbursements for the costs of a gym membership, a 24-hour confidential helpline for practical and emotional support (for your work or personal life), a cycle to work scheme, and activities like group yoga classes too. Pension 💷 Your pension will be with TPT Retirement Solutions and we match what you pay into your pension up to 7.5%. Extra money for your retirement! Career development 📚 We all know having the opportunity to develop in your career is really important to people, so we've got different options depending on what suits your role best. It could be getting a recognised qualification, doing some internal training, working towards professional accreditation, or having a membership to a professional body. Flexible working 🕘 We want to help you achieve the best work-life balance possible. We have made some promises to our residents about when we are around, so we just need to have the needs of your team in mind as well as the organsiation, to get the best out of it. Employee socials 📅 Fun at work is important too! Some of our teams help organise social events in the summer and winter - get involved! Office equipment 💻 You'll get the best possible IT equipment and if your role involves working remotely, you can order items like desks, chairs or other equipment to help with your comfort and wellbeing. Discounts 🛒 You'll have access to discounts for holidays, shopping, eating out, and loads more with our Proud to Care scheme. Family friendly 👪 We have a variety of family-friendly leave available to all employees for maternity, paternity, and adoption. We've put together this employee benefits package to make sure we give our best so you can give yours! About Your Place Your Place where homelessness is solved one person at a time. Your Place is much more than somewhere to call home. We work one-to-one with people experiencing homelessness, helping them to regain their self-belief and rebuild their lives. We can’t end homelessness for everyone overnight. But we can solve it one person at a time. We run two main services from our base at 81 Barking Road - our core hostel (which accounts for approximately 80% of our bed spaces) supporting people experiencing homelessness with low to medium support needs, as well as our intensive support service for people who need extra help on their journeys. You can find out more about how we help people by visiting our website . Registered Charity No. 1147794 - in England and Wales Registered Company No. 08075329 - in England and Wales Registered Office: 81 Barking Road, London, E16 4HB