Homeless Service Manager

YMCA Together; Liverpool; On-site; GBP 35,000 - 45,000; Full time

Job summary

A community service provider in Liverpool is seeking a Service Manager to oversee operational management of services for clients facing homelessness and addiction. The role requires experience in charity work and excellent communication skills. The successful candidate will manage a team, support staff, and ensure the service meets key performance indicators. Offers opportunities for professional development and a range of benefits in a supportive working environment.

Benefits

Professional training and development

Supportive team environment

Qualifications

• Background in charity, community project, or management roles in the supported housing sector.
• Basic understanding of welfare benefits and housing law.
• Ability to empower staff teams effectively.

Responsibilities

• Manage operational aspects of a complex needs service.
• Support and train staff to deliver excellent service.
• Ensure clear communication with partner agencies.

Skills

Experience in charity or community projects

Knowledge of relevant legislation

Excellent communication skills

Empathy and respect towards clients

Commitment to innovative solutions

Strong organizational skills

Computer literacy

Education

NVQ/L2 in Health and Social Care or equivalent

Tools

Microsoft Office

Outlook

Job description

The Service Manager is responsible for the effective operational management of a complex needs service that supports clients facing homelessness, addiction, and past trauma. In this role, you will manage a team that delivers trauma‑informed services in line with the values of YMCA Together.

The post holder will ensure that front‑line staff are supported and that the service meets its key performance indicators (KPIs). This involves overseeing all aspects of the service, including the distribution of caseloads, line management of staff, and communication with partner agencies and commissioners.

What your week may look like

• Supporting and training staff so that they can ensure that all residents accessing the service are receiving excellent trauma‑informed service
• Co‑ordinate and maintain oversight of caseloads and ensure that skill sets and needs are matched appropriately across the team.
• Ensuring that you communicate with the wider YMCA Management team and partner agencies, ensuring good communication with the commissioner.
• Scheduling supervisions, support, and directing your staff to make appropriate and informed decisions around our clients’ support and accommodation.
• Taking part in wider management meetings across the organization and supporting your colleagues in the leadership team.
• Compiling monthly reports on KPI’s.
• To give informed opinions and make recommendations regarding support, housing, and HR issues that impact the service, service users and the staff team.
• To make recommendations to the Head of Homeless Services on the development of the service, which involves any financial commitments or alterations to service delivery.
• Attend and meaningfully contribute to weekly communication meetings with the Homeless Operational Lead and OLT, submitting reports on request.

What can we offer you

Working with YMCA Together comes will a whole host of benefits. We hope that people will find deep personal fulfilment and purpose by working with alongside people in our services.

Our teams are compassionate and supportive, fostering a strong sense of community. With opportunities for professional growth, YMCA together offers training to support your role and personal development. For a full list of benefits see here: Careers Page | YMCA Together

The skills we are looking for

• EXPERIENCE – Ideally, you will have a background of working within a charity, community project and/or previous management roles in the supported housing sector.
• KNOWLEDGE – A basic understanding of relevant and appropriate legislation, including welfare benefits and housing law and an understanding of benefit maximisation and navigating Property pool plus.
• COMMUNICATION – Excellent communication, fostering a respectful, collaborative and professional approach to the people who you work alongside, ensuring confidentiality at all time.
• EMPATHY and RESPECT – The ability to empower staff teams to deliver the best support to their client group and to make positive changes, showing empathy whilst maintaining professional boundaries.
• COMMITMENT – The ability to work in an innovative and solutions‑focused way, including reflecting and learning as you go, and a willingness to flex and adapt approaches as needed.
• ORGANISATION – Strong time management and the ability to manage to prioritise tasks.
• COMPUTER LITERACY – You will be IT literate and have experience of working with multiple software programs such as Microsoft Office and Outlook.

What is a nice-to-have

• NVQ/L2 in Health and Social Care or equivalent.
• Experience of working within a psychologically informed working environment.
• Knowledge of housing management and IT databases.
• Leadership experience.
• Understanding of financial obligations of managing a service.

Even if you don’t feel that you have all of the relevant skills and "nice to haves" we would still like to hear from you and invite you to fill out our application form.

YMCA Together is an equal opportunity employer, values diversity and is strongly committed to providing equal employment opportunities for all employees and all applicants for employment. We welcome and encourage applications from everyone, regardless of age, disability, gender, ethnicity, religion and sexual orientation.