Deputy Manager

Ronald McDonald House UK; West of England; On-site; GBP 30,000 - 40,000; Full time

Job summary

Ronald McDonald House UK is seeking a Deputy Family Service Manager to support day-to-day operations across shifts, providing visible leadership for families, staff, volunteers and visitors.

You will hold delegated operational responsibility, resolve issues with sound judgement, participate in an on-call rota, support safeguarding, manage Family Services Assistants, and help maintain a safe, welcoming environment in line with RMH policies.

Qualifications

• Experience supervising others and supporting performance through coaching, feedback and clear expectations.
• Experience working in a customer-facing, care, hospitality or family support environment, including handling sensitive situations.
• Good working knowledge of health & safety responsibilities and the ability to follow procedures and complete checks.
• IT confidence (e.g., Microsoft Office) and ability to use digital systems for records, rotas and reporting.
• Well organised and adaptable, with strong administrative skills and attention to detail.
• Previous experience in a safeguarding-focused environment (e.g., children, families, health or social care settings).
• Experience working in a shift-based environment, including weekend working and/or participating in an on-call rota.

Responsibilities

• House Leadership & Operational Oversight: Oversee day-to-day House operations across shifts, ensuring a safe, consistent and welcoming service.
• Act as a senior point of contact for families, employees, volunteers and contractors; resolve issues and manage incidents within delegated authority.
• Coordinate occupancy, room readiness and move-ins/move-outs, ensuring accurate records and smooth turnaround.
• Ensure clear handovers and logging of actions/decisions to maintain continuity and risk management.
• Family Services & Wellbeing: Build positive, professional relationships with families, providing practical support and signposting within appropriate boundaries.
• Respond sensitively to families experiencing stress, trauma or crisis, maintaining confidentiality and professional standards.
• Handle concerns and complaints promptly; address inappropriate behaviour in line with House guidelines and elevate where required.
• Act as the House's Safeguarding Support (Level 2), working with the Family Service Manager (Safeguarding Champion) and following escalation pathways.
• Respond to safeguarding concerns, incidents or disclosures in line with procedure, including taking immediate action where there is an urgent risk of harm.
• Record concerns/incidents accurately, promptly and factually, ensuring information is stored/handled appropriately.
• Support employees and volunteers to understand and follow safeguarding procedures, including signposting to training and guidance.
• Line manage Family Services Assistants and Maintenance Operatives (as applicable), setting clear priorities and expectations.
• Support rotas, induction and training; provide coaching and feedback to ensure consistent standards across shifts.
• Identify performance, conduct or wellbeing concerns early and elevate to the Family Service Manager for formal processes, in line with HR policy.
• House Standards, Safety & Compliance: Maintain high standards of safety, cleanliness and presentation across the House, taking action and following up to completion.
• Complete routine health and safety checks, report hazards promptly and ensure actions are logged and progressed.
• Coordinate maintenance and repairs with colleagues/contractors and ensure compliance with policies and emergency procedures.

Skills

People leadership

Coaching & feedback

IT skills

Organisational skills

Record keeping

Customer-facing experience

Tools

Microsoft Office

Job description

The Deputy Family Service Manager supports the day-to-day running of the House, providing visible leadership across shifts and helping to maintain a well-managed environment for families, employees, volunteers and visitors.

The Deputy holds delegated operational responsibility for the House, resolving day-to-day issues using initiative and sound judgement and escalating high-risk or out-of-scope matters to the Family Service Manager. The role includes participation in an on-call rota.

The Deputy supports safeguarding practice within the House, in line with procedure.

Key Responsibilities:

House Leadership & Operational Oversight

• Oversee day-to-day House operations across shifts, ensuring a safe, consistent and welcoming service.
• Act as a senior point of contact for families, employees, volunteers and contractors; resolve issues and manage incidents within delegated authority.
• Coordinate occupancy, room readiness and move-ins/move-outs, ensuring accurate records and smooth turnaround.
• Ensure clear handovers and logging of actions/decisions to maintain continuity and risk management.

Family Services & Wellbeing

• Build positive, professional relationships with families, providing practical support and signposting within appropriate boundaries.
• Respond sensitively to families experiencing stress, trauma or crisis, maintaining confidentiality and professional standards.
• Handle concerns and complaints promptly; address inappropriate behaviour in line with House guidelines and elevate where required.
• Act as the House's Safeguarding Support (Level 2), working with the Family Service Manager (Safeguarding Champion) and following escalation pathways.
• Respond to safeguarding concerns, incidents or disclosures in line with procedure, including taking immediate action where there is an urgent risk of harm.
• Record concerns/incidents accurately, promptly and factually, ensuring information is stored/handled appropriately.
• Support employees and volunteers to understand and follow safeguarding procedures, including signposting to training and guidance.
• Line manage Family Services Assistants and Maintenance Operatives (as applicable), setting clear priorities and expectations.
• Support rotas, induction and training; provide coaching and feedback to ensure consistent standards across shifts.
• Identify performance, conduct or wellbeing concerns early and elevate to the Family Service Manager for formal processes, in line with HR policy.

House Standards, Safety & Compliance

• Maintain high standards of safety, cleanliness and presentation across the House, taking action and following up to completion.
• Complete routine health and safety checks, report hazards promptly and ensure actions are logged and progressed.
• Coordinate maintenance and repairs with colleagues/contractors and ensure compliance with policies and emergency procedures.

Person Specification

• Experience supervising others and supporting performance through coaching, feedback and clear expectations
• Experience working in a customer-facing, care, hospitality or family support environment, including handling sensitive situations
• Good working knowledge of health & safety responsibilities and the ability to follow procedures and complete checks
• IT confidence (e.g., Microsoft Office) and ability to use digital systems for records, rotas and reporting
• Well organised and adaptable, with strong administrative skills and attention to detail (including accurate record keeping)
• Previous experience in a safeguarding-focused environment (e.g., children, families, health or social care settings)
• Experience working in a shift-based environment, including weekend working and/or participating in an on-call rota

Additional Requirements:

• Participation in weekend working and an on-call rota.
• Commitment to RMH values, safeguarding and promoting the welfare of children and vulnerable adults.