Lead Manager - East Surrey Outreach Service

Salary: £45,124 per annum

Contract: Fixed term until 31 March 2027

Location: Redhill

Interview date: 18/06/2026

Whatever your experience of street homelessness and its impact on people’s lives – personal or professional – when you join the Thames Reach team as a Lead Manager we will make the best use of all your understanding, compassion and commitment.

About this role

We are looking for a Lead Manager to join the East Surrey Outreach Service. The Thames Reach Outreach teams operate across London and help those who are rough sleeping to find routes away from the street. The teams respond rapidly and work flexibly to reach people. Individuals are assessed to identify their support needs and support plans are created, including work to obtain identification, access health services and refer to other specialist agencies, including those offering immigration support.

Responsibilities

• Oversee the delivery of the ESOS service, ensuring effective support for rough sleepers and vulnerable individuals across East Surrey.
• Manage and supervise frontline staff, including rota planning, handover protocols, and monitoring caseloads and performance.
• Coordinate multi‑agency collaboration with local authorities, probation, hospitals, enforcement, and charities to ensure joined‑up support for clients.
• Lead on referral management, ensuring timely logging, allocation, and follow‑up of all new cases and monitoring the duty inbox.
• Maintain oversight of compliance, safeguarding, and accurate record‑keeping in INFORM and other reporting systems.
• Provide oversight of outreach delivery, including regular involvement in shifts where required, to ensure a visible, responsive service and maintain quality and safety standards in street‑based engagement with rough sleepers.
• Travel across East Surrey, ideally using a personal vehicle (business insurance required. Mileage expenses can be claimed), to attend meetings, partnership forums, and service locations.

Key qualifications

• Proven experience in managing or leading outreach or support services for people experiencing homelessness or complex needs.
• Strong leadership and people management skills, including supervision, rota management, and staff development.
• Excellent partnership working and stakeholder engagement skills, with the ability to build and maintain effective relationships across agencies.
• High level of organisational and administrative ability, including caseload oversight, compliance monitoring, and reporting.
• Strong communication and interpersonal skills for representing the service, chairing meetings, and liaising with commissioners and partners.
• Experience in working effectively, making sound decisions, managing risk, and responding flexibly to changing priorities and emerging needs.

Benefits

• Generous holiday allowance – 29 days per year plus 8 public holidays (pro rata).
• Pension – we contribute 6.5% to your pension when you contribute 1.5%.
• Excellent development opportunities – career progression, regular supervision and appraisals, and learning programmes to support your career with Thames Reach.
• Wellbeing support – our 24/7 employee assistance programme and opportunities for TOIL.
• Life assurance – four times your annual salary and critical illness cover.
• Other benefits including a blue light discount card, interest free season ticket and cycle to work loans.

Thames Reach is committed to achieving a diverse workforce that reflects the communities we serve. We value, respect, and celebrate diversity. We welcome and encourage applicants from all sections of the community regardless of their history of homelessness, sex, race, disability, age, sexual orientation, or religious belief. Applicants must be willing to undergo pre‑employment screening appropriate to the post, including, but not limited to checks with past employers and the Disclosure and Barring Service. Having a criminal record will not exclude you from applying but you will be asked to provide further details as most posts are considered exempt from the Rehabilitation of Offenders Act 1974.