At a Glance
- Tasks: Lead a team to provide high-quality support for vulnerable residents and ensure their independence.
- Company: Join a compassionate organisation dedicated to making a difference in the community.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Flexible working hours and opportunities for career growth in a dynamic setting.
- Why this job: Make a real impact by helping individuals overcome challenges and sustain their homes.
- Qualifications: Experience in supported housing or social care, with strong leadership and communication skills.
The predicted salary is between 31500 - 38500 £ per year.
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, strengths-based 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
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
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Service Manager - LBN Support Service in London employer: Homeless Link
The Housing Network is an exceptional employer, dedicated to fostering a supportive and inclusive work environment where employees can thrive. With a strong focus on professional development and a mission-driven culture, you will have the opportunity to make a meaningful impact in the lives of residents facing complex needs. Located in a vibrant community, we offer competitive benefits and a collaborative atmosphere that values safeguarding and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager - LBN Support Service in London
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at Homeless Link.
✨Attend Social Work Events and Workshops
Keep an eye out for workshops, seminars, or conferences in social work. These events are fantastic for meeting professionals in the field, learning about emerging trends, and spotting job openings. Plus, you might just bump into someone from Homeless Link!
✨Showcase Your Passion and Expertise
Use platforms like Instagram or LinkedIn to share your journey and insights into the social work sector. Whether it’s writing about your experiences or sharing relevant articles, this helps to establish you as an engaged professional. Potential employers, like Homeless Link, will notice your enthusiasm!
✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at Homeless Link or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
We think you need these skills to ace Service Manager - LBN Support Service in London
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to Homeless Link:Before hitting send, make sure to tailor your application specifically to Homeless Link! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at Homeless Link
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
