Service Manager

1 week ago

London, Greater London, United Kingdom Glass Door Homeless Charity Full time
About the Role

We are seeking a highly skilled and experienced Service Manager to lead our Night Shelter service, delivering high-quality support to individuals experiencing homelessness.

Key Responsibilities
  • Lead the planning, preparation, and delivery of the night shelter service, ensuring seamless operations and excellent guest experience.
  • Oversee the day-to-day management of the service, engaging with staff and guests to drive quality and consistency.
  • Develop and implement operational policies, ensuring compliance with Glass Door's policies and procedures.
  • Manage a team of approximately 40 seasonal staff, providing leadership, guidance, and support to deliver exceptional service.
  • Collaborate with the Head of Operations & Service Development to drive business growth and achieve organisational targets.
  • Conduct regular site visits to monitor quality of support and service, identifying areas for improvement and implementing changes as needed.
  • Develop and deliver comprehensive training programs for shelter staff, ensuring they have the skills and knowledge to deliver high-quality support.
  • Facilitate regular supervision and team meetings to promote effective teamwork and communication.
  • Ensure accurate record-keeping and timely updates to reports, utilizing the In-form system efficiently.
Requirements
  • Proven experience working with and understanding the needs of people experiencing homelessness or similar disadvantaged groups.
  • Experience in leading a service and managing frontline teams, with a strong track record of delivering high-quality results.
  • Demonstrated problem-solving abilities through proactive learning and a willingness to adapt to changing circumstances.
  • Valid driving license for manual transmission, with the willingness to drive Glass Door vehicles.
  • Ability to work independently, with strong decision-making skills and initiative.
  • Highly organised with excellent time-management abilities, and exceptional communication skills.
  • Strong IT proficiency, including advanced Microsoft Office skills.
  • Willingness to work occasional evenings and weekends, with flexibility to cover shifts in emergencies.
  • Proactive approach in resolving challenging situations and achieving desired outcomes.
  • Empathetic and professional in handling challenging circumstances.
  • Ability to implement and adhere to health and safety, HR, and operational policies.
  • Strong commitment to equal opportunities and diversity.
Desirable
  • Advanced IT proficiency, particularly in AI tools and technologies, with a proven ability to quickly learn and adapt to new software or web applications.
  • Relevant training or certifications (e.g., project management, trauma-informed care, IOSH Managing Safely).
  • A lived experience of homelessness.

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