Job Title
Service Manager
Contract Details
Contract Type: Permanent
Salary: £37,113.94 per annum (pro rata)
Working Hours: Part time (Job Share) 18.75 hours per week
Working Pattern: To be agreed
Location: Powerhouse, Liverpool
About the Role
You will be working from one of our supported services providing motivational leadership to empower and engage your team to deliver an outstanding service that puts customers first with responsibility for the safe operational management of care and support services.
Responsibilities
* Line manage a team and create a safe environment where colleagues can talk openly and honestly.
* Work together to set expectations and performance targets.
* Hold regular one‑to‑one sessions to reflect on achievements, performance and support individual personal wellbeing.
* Undertake six monthly performance reviews to support and guide colleagues to fulfil their potential.
* Facilitate regular team meetings to update and empower your team to share ideas and best practice.
* Embrace reflective practice techniques so the team can learn from their experiences.
* Recognise, praise and acknowledge achievements of colleagues and team.
* Build effective partnerships with regional and other colleagues across Riverside, participating in wider initiatives.
* Manage the service as per contractual requirements, reviewing contract performance annually, to deliver excellent outcomes for customers.
* Meet Riverside performance targets.
* Participate in the setting and management of service budgets; monitor spend by accessing the finance system and report budget variances to the budget holder.
* Resource, plan and deliver a colleague rota that covers all shifts effectively.
* Recruit and source relief or agency workers as and when required.
* Plan and deliver a comprehensive induction and continuous development plan for all colleagues.
* Be responsible for cash handling, ordering goods and administration of monthly timesheets, raise and approve invoices through accurate record keeping.
* Produce reports and other written documentation as required to support contract delivery.
* Ensure compliance with Health and Safety legislation and other regulatory obligations, assessing risk, putting in control measures and reporting risks.
* Work with customers and colleagues to deliver the objectives within Riverside’s corporate plan.
* Actively build positive relationships with all key stakeholders by attending forums, task groups and networking events to promote and position Riverside as the preferred provider in the area.
* Manage and report responsive repairs and liaise with contractors.
* Monitor that welfare checks of customers’ rooms are being carried out.
* Work with asset and compliance colleagues to ensure properties are safely managed.
* Manage empty properties, ensuring they are referred to asset colleagues for void work and that rooms are ready to let.
* Lead on hearing appeals, serving notice and ending of tenancies as per Riverside policy framework.
* Manage an effective housing allocation and referral pathway into the service, ensuring customers are able to access the service quickly.
* Manage the rental income for the service by ensuring the team collects rent payments from customers and manage arrears to minimise losses.
* Deliver a tenancy sustainment and advice service to customers, maximizing their income by claiming correct benefits and maintaining tenancy through effective budget management.
* Lead the team to provide a person‑centred, psychologically and trauma‑informed service.
* Promote the highest levels of customer consultation, communication and partnership working in all aspects of service delivery.
* Work with the team to support customers to achieve ambitions and aspirations through creative support planning and a flexible approach.
* Continuously develop relationships and networks with stakeholders, including housing providers, to identify pathways for positive move‑ons.
* Involve and engage customers in the design and delivery of all service aspects, encouraging participation in internal audits.
* Build relationships with community resources and promote multidisciplinary working to enhance the service for customers.
* Guide your team to record customer information on Riverside and other relevant digital platforms, ensuring information is clear, accurate and strengths‑based.
* Enable customers to manage medication self‑management through adherence to medication management procedures.
* Handle complaints and reports of anti‑social behaviour transparently, keeping customers up‑to‑date with progress and embedding continuous improvement.
* Work flexibly to meet customer and business needs, which may include out‑of‑hour working and participation in an on‑call rota.
* Undertake regular training and continuous development to deliver the role safely.
* Use the Lone Worker system as and when necessary.
* Ensure customers are safe at all times, carrying out duties within Riverside’s policy framework (health & safety, safeguarding, dignity at work, GDPR, cash handling).
* Deliver the role in line with Riverside company values – “Our Riverside Way”.
* Participate in team meetings, attend regular supervisions and reflective practice sessions.
* From time to time may be required to undertake additional duties and responsibilities in consultation with your Line Manager.
* May be required to travel to other locations within the UK as needed.
* Maintain confidentiality of sensitive information at all times.
* Commit to equal opportunities and promote non‑discriminatory practices in all aspects of work.
Qualifications
* Experience of working within a supported housing environment with a vulnerable and diverse group of customers.
* Experience working in challenging environments, with the ability to plan, prioritise and organise tasks to achieve results.
* Team player with a caring, empathic and flexible attitude, supportive of colleagues.
* Ability to listen, communicate clearly, encourage feedback and reflection, empower, motivate and achieve improvements.
* Conflict resolution skills, confident and consistent in decision‑making.
* Experience of reviewing, monitoring and evaluating outcomes in support service delivery.
* Competent IT skills; use of databases, production of reports and analysis of key outcomes to drive service improvements.
* Experience managing a small team.
* Financial experience or previous budgetary responsibility.
* Previous experience of managing contracts, achieving KPIs and managing compliance.
* Recognised formal care, support or housing qualification.
Benefits
* Investment in learning, personal development and technology.
* A wide range of benefits.
EEO and Inclusion
* Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for anyone who declares they have a disability. If the applicant meets the minimum requirements for the role they will be guaranteed an interview.
* This role also falls under our Ethnic Diversity Guaranteed Interview Scheme. If you are ethnically diverse and demonstrate you meet the minimum criteria, you will be guaranteed an interview.
Application Notes
Please note that applications may close before the deadline. The role may be filled at any time. The role holder will not be offered sponsorship or visa support beyond existing permissions to work in the UK.
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