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Support Services Manager

3 months ago

Guildford, Surrey, United Kingdom Riverside Full time

Job Title: Service Manager
Contract Type: Permanent
Salary: £35, £36,358.34 is achieved after 18 months successful performance in the role)
Working Hours: 37.5 Hours Per Week
Working Pattern: Monday to Friday plus on-call manager duty 3 weeks per year
Location: Vaughan House / St Saviours Dispersed, Guildford

Role Overview

This position is located at Vaughan House, overseeing dispersed properties in the Guildford and Surrey area.

The service does not deliver personal care. Your primary responsibility will be to lead a team of Support Workers who assist clients in developing the necessary skills to transition to independent living. The clientele may present complex needs, mental health challenges, and a history of substance use.

As part of a collaborative team, your role will involve providing inspiring leadership to motivate and engage your team, ensuring the delivery of exceptional service that prioritizes client needs while maintaining the safe operational management of care and support services.

Candidate Profile

We seek an individual who possesses:

  • A valid driving license and access to a vehicle for occasional travel within the area
  • Proven experience in managing a team of Support Workers within a supported housing context, working with a vulnerable and diverse clientele
  • A background in challenging environments, with the ability to plan, prioritize, and organize tasks effectively
  • Strong communication skills, with the ability to listen, encourage feedback, and foster empowerment and motivation
  • Conflict resolution capabilities, demonstrating confidence and consistency in decision-making
  • Experience in reviewing, monitoring, and evaluating outcomes in support service delivery
  • Proficiency in IT, including database management, report generation, and data analysis to drive service enhancements

Why Choose Riverside?

Riverside stands out as a housing association committed to enhancing the lives of our customers. For over 90 years, we have revitalized neighborhoods and supported communities by providing essential housing solutions.

Our portfolio includes over 75,000 affordable residential and retirement homes across the UK, encompassing a range of services from homelessness support to social care and employment assistance. We are dedicated to recruiting the best talent to help us achieve our mission.

Working with Riverside offers:

  • Competitive salary and a generous pension scheme
  • 28 days of annual leave plus bank holidays
  • Flexible working arrangements
  • Investment in your professional development and technology
  • A comprehensive benefits package

Commitment to Diversity and Inclusion

At Riverside, we embrace diversity in all its forms. We strive to create a workplace where every individual is respected, empowered, and valued. Our dedication to inclusivity not only drives our success but also enriches the experiences of our customers and colleagues.

This role is part of our Ethnic Diversity guaranteed interview scheme. Ethnically diverse candidates who meet the minimum criteria will be guaranteed an interview.

Riverside is also a Disability Confident Employer, offering a Guaranteed Interview Scheme for applicants who declare a disability, provided they meet the minimum requirements for the role.

Key Responsibilities

Leading and Engaging a Team:

  • Directly manage a team, fostering a safe environment for open communication
  • Collaboratively set expectations and performance targets
  • Conduct regular one-on-one sessions to discuss achievements and support individual well-being
  • Perform biannual performance reviews to guide team members in reaching their potential
  • Facilitate team meetings to empower sharing of ideas and best practices
  • Encourage reflective practices for continuous learning
  • Recognize and celebrate team achievements
  • Build partnerships with colleagues across Riverside to participate in broader initiatives

Service Management:

  • Oversee service operations in accordance with contractual obligations, conducting annual performance reviews to ensure excellent outcomes
  • Meet organizational performance targets
  • Participate in budget management, monitoring expenditures and reporting variances
  • Develop and manage staff schedules to ensure effective coverage
  • Recruit skilled individuals for your team, including sourcing relief or agency workers as needed
  • Design and implement comprehensive induction and ongoing development plans for all staff
  • Manage financial responsibilities, including cash handling and invoice processing
  • Produce necessary reports and documentation to support service delivery
  • Ensure compliance with health and safety regulations and other legal obligations
  • Collaborate with customers and colleagues to achieve the objectives outlined in Riverside's corporate plan
  • Cultivate positive relationships with stakeholders through active participation in forums and networking events

Customer Support:

  • Lead your team in providing a person-centered service aligned with our trauma-informed approach
  • Promote high levels of customer engagement and collaboration in service delivery
  • Support customers in achieving their goals through tailored support planning
  • Develop networks with stakeholders to facilitate positive transitions for customers
  • Involve customers in the design and delivery of services, encouraging participation in evaluations
  • Guide your team in maintaining accurate customer records on relevant platforms
  • Assist customers in managing their medication through adherence to established procedures
  • Address complaints and reports of anti-social behavior transparently, keeping customers informed

Additional Information

  • Flexibility is required to meet customer and organizational needs, including participation in an on-call rota
  • Commitment to ongoing training and development to ensure safe delivery of services
  • Adhere to Riverside's policies and procedures in all aspects of your role
  • Engage in team meetings and reflective practice sessions regularly
  • Additional responsibilities may be assigned as needed in consultation with your Line Manager

Essential Qualifications

  • Experience in a supported housing environment with a diverse clientele
  • Proven ability to work in challenging settings, effectively managing tasks
  • A collaborative, empathetic, and resilient approach
  • Strong communication skills with a focus on feedback and improvement
  • Conflict resolution expertise and consistent decision-making abilities
  • Experience in evaluating support service outcomes
  • Competency in IT and data analysis for service improvement

Desirable Qualifications

  • Experience in team management and development
  • Financial management or budgetary experience
  • Previous contract management experience with a focus on compliance
  • Relevant qualifications in care, support, or housing