Front Door and Intervention Service Manager

FearFree; England; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Employee Assistance Programme

Enhanced holiday entitlement

End of year wellbeing days

Life Assurance

Job summary

FearFree, based in the United Kingdom, seeks a Front Door and Intervention Service Manager to oversee domestic abuse services in Wiltshire, guiding trauma-informed delivery across in-person and digital platforms.

You will manage a diverse portfolio spanning prevention, crisis intervention, survivor recovery, and professional training, ensuring safeguarding, contract compliance, and continuous improvement. Travel for multi-agency meetings is required.

Qualifications

• Experience delivering domestic abuse or safeguarding services is essential.
• Strong leadership and people management skills in a multi-disciplinary environment.
• Commitment to trauma-informed, trauma-responsive practice and safeguarding.

Responsibilities

• Service Delivery Oversight across domestic abuse, sexual violence, stalking, and training delivered in-person and digitally.
• Lead and manage staff and volunteers, ensuring resources to achieve excellence.
• Act as Deputy Safeguarding Lead; oversee risk assessments and safety planning.
• Monitor quality and drive continuous service improvement using data and feedback.
• Ensure compliance with legal, regulatory, contractual, and policy frameworks.
• Produce high-quality performance reports for leadership, commissioners and funders.
• Maintain partnerships with statutory and voluntary agencies and represent the charity locally.
• Lead crisis and incident management; provide Duty Out of Hours cover when required.
• Oversee volunteer and student engagement and supervision.
• Identify process improvements and streamline reporting tools and operations.
• Participate in Executive Leadership meetings; contribute to strategic direction.
• Monitor budgets and contribute to annual financial planning and targets.
• Spearhead new development opportunities using data and local knowledge.

Job description

Home - Careers - Front Door and Intervention Service Manager

Front Door and Intervention Service Manager

FearFree delivers services across the Southwest for victims, children and perpetrators of domestic abuse, sexual violence and stalking with the aim to break the cycle of abuse and support all to live free from fear. We provide trauma responsive support, and this post will be fundamental to ensuring service users, stakeholders and partners experience this in our daily delivery

As the Front Door and Intervention Service Manager you will be part of a team overseeing our Domestic Abuse provisions in Wiltshire and work alongside other service managers to play a key leadership role in the wider delivery, development, and oversight of high-quality services for individuals impacted by domestic abuse, sexual violence, and stalking, as well as for those who use harmful behaviours. You will manage a diverse portfolio of services spanning prevention, crisis intervention, behaviour change, survivor recovery, and professional training. These include in-person and digital platforms, therapeutic services, and outreach across all age groups and communities. You will be responsible for ensuring that services are trauma-responsive, culturally competent, and inclusive, with a strong focus on safeguarding, survivor voice, and best practice. You will support teams to deliver consistently excellent support, ensure contract compliance, and drive continuous improvement and innovation in a changing landscape.

As part of the Service Manager team you will also hold strategic responsibility in scoping new projects, supporting research and
business development opportunities. FearFree is committed to flexible and hybrid working and this role will be a mix of home based and office based, alongside requiring travel for multi-agency meetings and other deliverables. This role may include evening and weekend work when required.

Operational Responsibilities

• Service Delivery Oversight: Ensure the smooth and effective daily running of services across all areas - domestic abuse, sexual violence, stalking, behaviour change, survivor recovery, and training - delivered both in-person and digitally.
• Leadership and Management: Role model trauma responsive and inclusive leadership. Ensuring all staff and volunteers are effectively performance managed and live the charity's values and have all appropriate resources to achieve excellence in their field. Work alongside colleagues from across FearFree to provide support, assistance and management to cover teams where required.
• Safeguarding and Risk Management: Act as Deputy Safeguarding Lead when required. Oversee safeguarding practices across services, ensuring timely risk assessments, safety planning, and escalation of concerns.
• Quality Assurance and Continuous Improvement: Monitor service quality through audits, case file reviews, feedback, and outcome data. Lead service improvements in response to learning, client feedback, and evolving best practice.
• Policy and Compliance: Ensure all services operate within legal, regulatory, contractual, and policy frameworks. Maintain accurate and confidential records in accordance with data protection and safeguarding legislation.
• Performance Monitoring and Reporting: Track and analyse performance data to assess impact, identify trends, and inform service planning. Produce high-quality reports for internal leadership, commissioners, and funders.
• Partnerships and Representation: Maintain strong local and strategic partnerships with statutory and voluntary agencies. Represent the charity in multi-agency forums, commissioning meetings, and stakeholder events.
• Crisis and Incident Management: Support staff with complex or high-risk cases. Lead operational responses to critical incidents or safeguarding escalations in collaboration with senior leaders. Provide Duty Out of Hours cover as part of a Senior Management Rota for safeguarding and incident management.
• Volunteer and Student Engagement: Oversee the safe and meaningful integration of volunteers and student placements into service delivery, ensuring appropriate supervision and development opportunities.
• System and Process Improvement: Identify inefficiencies in operational systems and work with others to develop streamlined, integrated processes across services and reporting tools.
• Strategic Oversight: To take part in, and contribute to Executive Leadership meetings as required, providing operational guidance.
• Budgets and Financial performance: Carefully monitor and evaluate both financial and non-financial performance and create contingency plans to predict and rectify any variables. Contribute to the creation of annual and budgets and financial targets.
• Advising on new development opportunities: Utilising data, local and national knowledge, identification of unmet needs, professional relationships and best practice to contribute to new opportunities.

General

• Live and embody the FearFree values.
• To promote the service to external agencies where applicable.
• Give information and support to service users regarding their other needs and refer them to other support services as required.
• Ensure our service is widely accessible – adapting practice as required to suit individuals.
• Work across a large geographical area to ensure locality is not a barrier to accessing services.
• Deliver training and information sessions to promote our service, and increase awareness and understanding of domestic abuse, sexual violence and stalking for victims and those who harm.
• Have a responsibility around safeguarding of both adults and children, maintaining knowledge of appropriate policies and procedures and integrated working.
• Support other agencies in the identification and referral of domestic abuse, sexual violence and stalking issues via promotion of service and institutional advocacy.
• Ensure all referrals are clearly logged on our database and all case records are kept fully updated, according to FearFree policies and procedures.
• Engage with case management supervision, reflective practice and clinical supervision as required, taking an active role in managing own wellbeing and supporting the wellbeing of your colleagues.
• Support colleagues in all services across FearFree as required.
• Support the sustainability of the organisation by participating in fundraising activities and sharing ideas and contacts for income generation.
• To engage in and contribute to effective team working with a flexible and pro-active approach, including cover for other team members’ holidays and sickness.
• Undertake all statutory and mandatory training, as required by the organisation.

Other

Employee benefits (some benefits are discretionary and are renewed annually)

• Employee Assistance Programme
• Enhanced holiday entitlement; increasing with length of service
• End of year wellbeing days
• Life Assurance

FearFree is committed to encouraging equality and diversity in the workplace. We strive to be a diverse and inclusive place to work where we can all be ourselves and individual differences are recognised and valued.

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