Service Manager - Shetland in Lerwick

Royal Voluntary Service has an opportunity available for a Service Manager to join our team at Royal Voluntary Service across Shetland. You will join us on a full-time, permanent basis, and in return, you will receive a salary of £26,173 per annum.

About The Service Manager Role

Royal Voluntary Service delivers a number of services in Shetland – Lunch Clubs, Social Clubs, Support at Home, Community Transport and NHS Shetland Transport contract.

• The Lunch Clubs are delivered in Lerwick and Cunningsburgh.
• The Social Clubs are delivered in Burra, Brae, Walls, Cunningsburgh and Lerwick.
• Support at home includes prescription and shopping delivery, as well as support for people who are lonely and isolated to reconnect them with their community.
• Community Transport is delivered across Shetland.
• The NHS Shetland Contract provides transport for patients and staff across Shetland.

Hours: 35 hours a week, Monday to Friday 9-5pm

Location: Market House, 14 Market Street, Lerwick ZE1 0JP

Job Requirements

This is what we're looking for:

• Knowledge
  • Knowledge and understanding of community issues across the local area.
  • Knowledge and understanding of how Local Health and Social Care Partnerships work alongside Councils and NHS Shetland.
  • Ability to build positive and effective relationships and partnerships with both internal and external stakeholders.
  • Ability to act on own initiative and within agreed parameters.
• Skills
  • Excellent communication skills and ability to adapt communication style to a wide range of people, both verbally and in writing.
  • Excellent IT skills using Microsoft packages and internal databases.
  • Highly skilled in prioritising, organising, planning and presenting to the public to include last minute or ad hoc activities.
  • Social media skills to increase the algorithm and maintain as much positive exposure as possible.
• Experience
  • Experience of developing and changing services to meet the needs of the clients.
  • Experience of working with or as a volunteer.
  • Experience of motivating a team of volunteers.
• Access to a vehicle with business use car insurance and a full UK driving licence.

Job Responsibilities

This is what you'll be doing:

• Develop, market and deliver the services adhering to the Standard Operating Guides and Service Manager Standards.
• Manage staff and volunteers to ensure the services are delivered to a high standard and meet any SLA and KPIs in place.
• Support Social Clubs volunteers to deliver the service and arrange entertainment for these clubs as necessary.
• Manage budgets to ensure targets are met.
• Recruit, induct, train and support volunteers to support the delivery of both services in accordance with RVS policy and procedure.
• Ensure compliance to associated statutory standards, policies and procedures, e.g. Health and Safety, Data Protection, Food Hygiene and Adult Protection.
• Manage the administration of all services to include reporting, updating management information and all communications in an accurate and timely manner.
• Create, develop and maintain positive relationships with key local stakeholders and contacts in order to grow and develop services alongside the Service Manager and the Health and Community Operations Manager.
• Any other duties as may be reasonably requested by the Service Manager.

This Is How You'll Be Doing It

• Creativity
  • Produces creative and original ideas and solutions.
  • Likes to find and explore new ways of doing things.
  • Comes up with alternative possibilities and options.
• Planning and Organising
  • Thinks things through well in advance and maps out future activities and resources, taking the key stages, requirements and timescales into account.
  • Likes to monitor to ensure that things are implemented and delivered effectively.
• Leadership
  • Likes to take charge of, empowers and directs people and activities.
  • Clearly sees the way ahead, and motivates others to follow their lead in order to achieve goals.
• Enable Volunteers
  • Is able to demonstrate an understanding of how their role impacts and supports volunteers and their experience within the charity.
  • Is ready to collaborate with the Volunteering Team and is willing to accept responsibility and accountability of their volunteer’s journey and experience.
  • Is not afraid to implement changes to their approach to volunteering.
• Service Delivery Focused
  • Identifies and focuses on the individual needs and concerns of the customer or client.
  • Engages and responds accordingly with a professional and high-quality service.
  • Is committed to keeping people safe from harm.
• Decision Making
  • Generates and promotes solutions.
  • Sees clearly which is the best way forward and makes decisions and commitments within appropriate time frames.
  • Influences others to reach conclusions and gain agreements.
• Networking
  • Is able to relate to people and build effective relationships.
  • Likes talking things over with others and works well in an environment of mutual support and information sharing.
  • Is not afraid to direct people or ask for their help.
• Equality, Diversity, and Inclusion
  • Values difference and sets a positive example of inclusive behaviour in all interactions and promotes practices that celebrate equality and diversity in the workplace and the communities we serve.
  • Is an active participant and encourages others to engage effectively with charity wide inclusion activities.

Job Benefits

• Salary of £26,173 per annum
• 26 days’ holiday plus paid statutory Bank Holidays
• Up to 2 days paid Employer Supported Volunteer Leave a year
• Ten weeks’ company sick pay following successful completion of probation
• A great pension scheme
• 2 x Salary Death in Service Benefit, subject to qualification
• Enhanced Family Leave schemes
• An employee benefits package that gives access to an exclusive rewards website to get discounts and cashback online
• A 24-hour doctor line, financial support with dental/optical and other therapies
• A free and confidential employee assistance programme with up to six face-to-face counselling sessions included
• Extensive online and on the job training to ensure you will succeed in your role
• Opportunities to discuss flexible working
• Opportunities to develop new skills and progress your career
• The chance to make a positive, lasting impact that changes lives, communities and society

If you feel you have the skills and experience to become our Service Manager please click ‘apply’ today, we’d love to hear from you!

Please note that if you are the successful candidate, a PVG membership for working with Vulnerable Adults is required for this role. The closing date for this role is 10 March 2026. However, we reserve the right to close this vacancy early should sufficient applications be received.

At Royal Voluntary Service our goal is to welcome everyone and build inclusive and diverse teams. We celebrate difference and encourage everyone to join us and be themselves at work. To find out more about our commitment to EDI, visit our website.

Join Royal Voluntary Service and together we can change lives, change communities and society.