Deputy Service Manager - Stepping-Stones-Services
Reports to: Service Manager
Direct Reports: Support Workers
Hours: 40 Hours - Full Time (including on-call as required)
Rate of Pay: £14.50 per hour (Potentially converted to a salaried rate of £30,160)
Job Purpose
The Deputy Service Manager is the operational lead within the service, working directly under and alongside the Service Manager to ensure full regulatory compliance, high-quality person-centred support, and effective team performance.
The role is accountable for the day-to-day management, governance, and quality assurance of the service. The Deputy Service Manager acts as the Service Manager in their absence and is responsible for ensuring that:
* CQC compliance standards are met and maintained
* Documentation and care records are audit-ready at all times
* Staff are supervised, competent and performance managed
* Incidents, safeguarding and risk are robustly reported
* Quality of life outcomes for supported individuals are actively promoted and evidenced
This is a leadership and management role, not a senior support worker position.
Key Responsibilities
Leadership & Operational Management
* Lead and manage the day-to-day running of the service
* Act as the delegated lead in the absence of the Service Manager
* Provide clear leadership and direction to support staff
* Manage rotas effectively to ensure safe staffing levels
* Approve annual leave and manage absence proactively
* Ensure effective shift planning aligned to assessed support hours
* Maintain a visible and consistent presence within the service
* Lead team meetings and communicate service priorities clearly
Compliance & Regulatory Governance
* Work in line with CQC regulations and current legislation
* Ensure all daily records meet legal and regulatory standards
* Complete and oversee:
o Weekly medication audits
o Weekly compliance checks
o Monthly service audits
* Ensure care plans and risk assessments are accurate and up to date
* Maintain audit trackers and ensure actions are completed
* Ensure accurate and timely incident, complaint and safeguarding reporting
* Support RADAR and incident management systems
* Conduct low-level investigations
* Prepare compliance data for Service Manager review
* Support CQC inspections and provide evidence when required
Quality of Life & Person-Centred Practice
* Promote and audit person-centred care
* Support individuals to exercise choice and independence
* Attend MDT and review meetings
* Monitor and evidence quality of life improvements
* Conduct spot checks to ensure dignity and respect
* Ensure MCA and DoLS compliance is embedded
Staff Management & Performance Accountability
* Conduct supervisions (minimum every 3 months)
* Complete annual appraisals
* Carry out competency assessments and observations
* Identify training needs and ensure compliance
* Lead disciplinary and performance processesAddress team issues promptly
* Promote a culture of accountability and high standards
* Support recruitment and induction
Risk, Safeguarding & Incident Management
* Complete and review risk assessments
* Ensure behavioural support strategies are followed
* Report and escalation safeguarding concerns
* Investigate incidents and implement action plans
* Analyse trends and implement preventative measures
* Ensure health and safety compliance
Administration & Reporting
* Produce monthly service performance reports
* Maintain accurate staffing and rota records
* Report KPIs weekly to the Service Manager
* Ensure all documentation is audit-ready
Accountability Framework
* CQC readiness and audit scores
* Supervision compliance rate (100%)
* Training compliance rate (minimum 95%)
* Incident response quality and timeliness
* Reduction in medication errors
* Care plan and risk assessment compliance (100%)
* Staff turnover and sickness levels
* Service user quality of life outcomes
Essential Requirements
* NVQ Level 3 in Health & Social Care (or willingness to work towards)
* 2-3 years supervisory experience in supported living
* Strong knowledge of:
o CQC Regulations
o Health & Social Care Act
o MCA & DoLS
o Safeguarding frameworks
* Experience in audits and compliance management
* Experience conducting supervisions and performance management
* IT literate
* Full UK driving licence
Key Competencies
* Strong leadership and accountability
* Highly organised and process-driven
* Compliance-focused mindset
* Confident managing difficult conversations
* Proactive and solution-oriented
* Calm under pressure
* High professional standards
Employee Benefits
* Employee Assistance Programme via Wellbeing Matters
* Reward Gateway retail discounts platform
* £500 Refer-a-Friend Scheme
* Ongoing training and professional development opportunities
* Supportive management and career progression pathways
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