Job Title
Service Manager
Contract & Pay
Permanent, full time (37.5 hrs per week). Salary: £37,113.94 per annum.
Location
Cambridge Youth Foyer, Rustat Close, Cambridge
Working Pattern
Monday – Friday, 9 am – 5 pm.
About the role
You will provide motivational leadership to empower a diverse, vulnerable team to deliver a high‑quality support service. The role involves safe operational management of care and support services, budgeting, compliance, housing & income management and customer consultation.
Key Responsibilities
* Line‑manage a team, create a safe environment where colleagues can speak openly, set expectations and performance targets.
* Hold regular one‑to‑one sessions, undertake bi‑annual performance reviews, facilitate team meetings, embrace reflective practice and recognise achievements.
* Manage the service against contractual requirements, review contract performance annually, meet Riverside performance targets, set and manage budgets, monitor spend and report variances.
* Resource, plan and deliver staff rota, recruit and source relief/agency workers, plan and deliver induction and continual development plans.
* Handle cash, order goods, administer monthly timesheets, raise and approve invoices, produce reports and documentation supporting contract delivery.
* Ensure compliance with health and safety, GDPR, safeguarding and other statutory obligations.
* Deliver housing and income management responsibilities: responsive repairs, welfare checks, asset and compliance partnership, manage empty properties and void work, lead on appeals, serve notice and end tenancy, manage housing allocation pathway.
* Collect rental income, manage arrears, maximise customers’ income, and deliver tenancy sustainment and advice services.
* Provide a person‑centred, trauma‑informed service, promote customer consultation and partnership working, develop relationships, encourage participation in audits and improve service through customer feedback.
* Handle complaints and anti‑social behaviour reports, keep customers informed, embed continuous improvement.
* Work flexibly (including out‑of‑hour, on‑call rota) and undertake training and continuous development.
Qualifications and Experience
* Experience of managing a team within a supported housing environment serving a vulnerable and diverse customer group.
* Experience working in challenging environments, planning, prioritising and organising tasks to achieve results.
* Strong communication, listening, conflict resolution, decision‑making, and motivational skills.
* Experience in reviewing, monitoring and evaluating outcomes in support services delivery.
* Competent IT skills: use databases, produce reports, analyse key outcomes data.
* Desirable: managing & developing a small team, financial or budgetary responsibility, contract management, achieving KPIs, compliance, formal care/support/housing qualification.
Benefits
* Competitive pay and generous pension.
* 25 days holiday plus bank holidays.
* Investment in learning, personal development, and technology.
Equal Opportunity and Diversity
Riverside is an equal‑opportunity employer and a Disability Confident Employer. The role falls under the Guaranteed Interview Scheme for candidates with a disability, and the Ethnic Diversity Guaranteed Interview Scheme for ethnically diverse applicants who meet the minimum criteria.
Additional Information
This role may require occasional travel to other Riverside locations, handling sensitive information, working flexibly in line with operating hours, and maintaining confidentiality and non‑discrimination throughout.
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