At a Glance
- Tasks: Lead a team to deliver high-quality employment services and support vulnerable individuals.
- Company: Join Waythrough, one of England's largest mental health and social support charities.
- Benefits: Enjoy 27 days annual leave, pension contributions, and professional development opportunities.
- Other info: Flexible working hours with potential for evening and weekend engagements.
- Why this job: Make a real difference in your community while developing your leadership skills.
- Qualifications: Experience in employability services and strong management skills required.
The predicted salary is between 35520 - 51060 £ per year.
Location: Tees Valley, with flexibility required throughout the wider region
Salary band: £35,520 – £51,060 per annum
Working Hours: 37 hours per week
Working Pattern: Mon - Fri 08:45 - 16:45 with a 30 min early finish on Friday. Flexibility is required, evening and weekend work may be required to meet service's needs.
Contract: Fixed term until March 2028
About Waythrough
Waythrough was formed in 2024 following the merger of Humankind and Richmond Fellowship. Together, we’ve created one of the largest mental health and social support charities in England. Every year, we support around 125,000 people through nearly 200 services – and it’s all made possible by our 3,500 brilliant staff and volunteers.
Make a real difference in your community
Are you passionate about helping others live safer, healthier, more independent lives? Join our team at Waythrough and support people facing challenges around mental health, substance use, housing or domestic abuse. This is more than just a job – it’s a chance to build meaningful relationships and create lasting change.
About the role
We are looking for a Service & Fidelity Manager to join our Employability team and play a key role in ensuring our service delivers against the principles of SEQF/IPS fidelity, while achieving excellent outcomes for the people we support. This is an exciting opportunity to help shape and develop a service, working alongside the Director of Employability & Social Enterprise to ensure we deliver safe, effective and high-quality provision.
You will lead and support a team of Employment Specialists, providing direction, coaching and supervision while ensuring performance targets and quality standards are consistently achieved. You will also work closely with external partners, commissioners, employers and other stakeholders to strengthen the service and maximise opportunities for the people we support.
Based at our Morton Park Business Centre in Darlington, you will undertake outreach across Tees Valley, with travel potentially extending across the wider region. Flexibility will be important, as occasional evening and weekend work may be required to meet service needs and attend events or partnership engagements.
What you'll be doing
- Lead the delivery of a high-quality service in line with SEQF/IPS best practice and fidelity principles.
- Manage, support and develop Employment Specialists, helping them achieve individual and team employment outcomes.
- Provide regular, solution-focused supervision, including effective caseload management.
- Coach and mentor the team in employment engagement, employer relationships and job development strategies.
- Build and maintain strong relationships with employers, external agencies, commissioners and other key stakeholders.
- Support the team to access the hidden labour market and identify meaningful employment opportunities.
- Ensure people accessing the service receive high-quality assessments, action plans, interventions and support planning.
- Monitor service performance, analyse management information and use data and insight to drive continuous improvement.
- Produce regular performance and monitoring reports for internal and external stakeholders, including commissioners.
- Identify training and development needs and support the delivery of staff development, peer learning and best practice.
- Manage budgets effectively in partnership with the Finance Team.
- Ensure appropriate systems are in place for accurate recording, monitoring and reporting.
- Promote accessibility and inclusive service delivery, with particular consideration for underrepresented groups.
- Represent Waythrough at meetings, partnership forums and other external engagements.
- Maintain a strong focus on health, safety, quality and compliance across the service.
About you
We are looking for someone who can hit the ground running and who has strong experience within employability and employment services. You will have:
- Experience of SEQF/IPS.
- An employability-specific qualification or relevant time-served experience.
- A recognised management qualification, such as Level 5 Management/Leadership, or relevant time-served management experience.
- Experience of supporting vulnerable people.
- Experience of managing and delivering high-quality support services against outcomes and KPIs.
- Experience of overseeing a range of interventions and approaches to support people into employment.
- Experience of working with commissioners, partners and other stakeholders.
- Strong knowledge of employability services and networks at both a local and national level.
- Strong knowledge of local labour markets and the ability to develop effective relationships with employers.
- Strong budget management skills.
- Good data analysis and management information skills.
- Proficiency in Microsoft Office programmes.
We are also looking for someone who can demonstrate strong leadership, communication and relationship-building skills, with a genuine commitment to continuous improvement and excellent service delivery.
What We Offer
We value the people who make a difference every day. Alongside meaningful work, you’ll enjoy a comprehensive benefits package:
- 27 days’ annual leave, rising to 32 after 1 year (plus bank holidays)
- Pension scheme with 4.5% employer contribution, matched up to 6.5%
- Life assurance (3× annual salary)
- Enhanced sick pay and family-friendly pay
- Birthday leave and the option to buy up to 5 extra days’ annual leave
- Professional fee reimbursement for relevant qualifications
- 24/7 online GP access and Employee Assistance Programme
- Recognition and long service awards via our Way to Go and Aspirations portals
- £500 Recommend a Friend bonus
- Cycle to Work scheme and Credit Union membership
- Discounts via Blue Light Card, Charity Discounts, Extras and Tickets for Good
- Free will writing service and wellbeing initiatives throughout the year
Inclusion and accessibility
Waythrough is proud to be an equal opportunities employer. We welcome applications from all backgrounds and communities, especially those with lived experience of the issues we support. We have signed up to the Disability Confident Scheme - all applicants are welcome, and adjustments can be made to enable fair participation. If you need adjustments or support to apply, please email our recruitment team: recruitmentteam@waythrough.org.uk
Closing Date: 2026-08-21
Service and Fidelity Manager employer: Waythrough
Waythrough is an exceptional employer that prioritises the well-being and professional growth of its employees. With a strong commitment to impactful change, we offer a supportive work culture, generous annual leave, and various well-being initiatives, making it a fulfilling place to work for those passionate about guiding individuals towards recovery. Join us in a role where your contributions truly matter, and be part of a diverse team dedicated to making a difference in people's lives.
StudySmarter Expert Advice🤫
We think this is how you could land Service and Fidelity Manager
✨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 Waythrough.
✨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 Waythrough!
✨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 Waythrough, 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 Waythrough 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 and Fidelity Manager
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 Waythrough:Before hitting send, make sure to tailor your application specifically to Waythrough! 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 Waythrough
✨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.
