Deputy Service Manager – Stepping-Stones-Services Reports to: Service Manager Direct Reports: Support Workers Reports to: Service Manager Hours: 40 Hours – Full Time (including on-call as required) Rate of Pay: £14.50 per hour (Potentiially 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 1. 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 2. Compliance & Regulatory Governance (Core Focus) The Deputy Service Manager is directly accountable for ensuring the service is inspection-ready at all times. Work in line with CQC regulations and current legislation Ensure all daily records meet legal and regulatory standards Complete and oversee: Weekly medication audits Weekly compliance checks 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 3. 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 4. 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 processes Address team issues promptly Promote a culture of accountability and high standards Support recruitment and induction 5. Risk, Safeguarding & Incident Management Complete and review risk assessments Ensure behavioural support strategies are followed Report and escalate safeguarding concerns Investigate incidents and implement action plans Analyse trends and implement preventative measures Ensure health and safety compliance 6. 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 Performance will be measured against: 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: CQC Regulations Health & Social Care Act MCA & DoLS 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 INDSN