Hostel Services Manage

Marks Consulting Partners Limited; Luton; On-site; GBP 42,000 - 54,000; Full time

Job summary

Marks Consulting Partners are looking for a Hostel Services Manager to work with one of our Housing Association clients. You will lead day-to-day delivery across multiple sites, coach teams, and ensure safe, well-run accommodation with positive move-on outcomes.

You will collaborate with local authorities and partners, monitor KPIs and budgets, and drive service improvements with safeguarding and risk-management expertise.

Qualifications

• Experience managing Supported Housing or hostel services.
• Proven leadership of high-performing teams.
• Strong safeguarding and trauma-informed practice knowledge.
• Experience handling complex cases and multi-agency work.
• Understanding of tenancy sustainment and income management.
• Ability to monitor KPIs and drive service improvements.
• Excellent communication and stakeholder management.
• Strong organisational skills and resilience.

Responsibilities

• Lead day-to-day delivery across multiple sites.
• Coach and develop Team Leaders and Support Coaches.
• Promote trauma-informed, strengths-based approaches.
• Ensure safe, secure accommodation with positive move-on outcomes.
• Monitor performance metrics, arrears, and rent collection.
• Lead on safeguarding and risk management.
• Collaborate with local authorities and partners.
• Manage complaints per procedures.
• Lead service improvements and process changes.
• Manage budgets and ensure value for money.
• Produce performance reports for senior management.
• Support legal actions when required.
• Work with Housing Management and Compliance teams to ensure seamless customer journey.
• Participate in on-call rota outside hours.

Skills

Management experience

Team leadership

Safeguarding knowledge

Risk management

Housing management

KPI monitoring

Budget monitoring

Stakeholder management

Communication skills

Problem solving

Job description

Marks Consulting Partners are currently looking for a Hostel Services Manager to work with one of our Housing Association clients.

What the Job Will be doing

• Leading and managing the day-to-day delivery of supported housing and hostel services across multiple sites.
• Managing, coaching and developing Team Leaders and Support Coaches to deliver high-quality, customer-focused services.
• Promoting a psychologically informed, trauma-informed and strengths-based approach to supporting customers.
• Ensuring customers receive safe, secure and well-managed accommodation while achieving positive move-on outcomes.
• Monitoring service performance, KPIs, void levels, rent collection, arrears and tenancy sustainment, taking action where improvements are required.
• Leading on safeguarding, risk management and complex case oversight, ensuring customers receive appropriate support.
• Working collaboratively with local authorities, health professionals, support agencies and community partners to deliver positive outcomes.
• Managing complaints, ensuring they are resolved professionally and in line with organisational procedures.
• Leading service improvements, reviewing operational processes and implementing innovative ways of working.
• Managing service budgets, monitoring expenditure and ensuring value for money across the service.
• Producing performance reports, analysing data and presenting information to senior management.
• Supporting legal action where required, including representing the organisation in court and working with solicitors.
• Working closely with Housing Management, Income, Property Services and Compliance teams to ensure a seamless customer journey.
• Participating in the on-call rota, providing leadership and decision-making support outside normal working hours.

What You Will Need

• Previous management experience within Supported Housing, Hostels, Homelessness, Social Care or Housing Management.
• Experience leading and developing high-performing teams within a customer-focused environment.
• Strong knowledge of safeguarding, trauma-informed practice and supporting vulnerable people.
• Experience managing complex cases, risk assessments and multi-agency working.
• Strong understanding of housing management, tenancy sustainment, income management and homelessness services.
• Experience monitoring KPIs, budgets, performance and driving continuous service improvement.
• Excellent leadership, communication and stakeholder management skills.
• Ability to build strong partnerships with local authorities, support providers and external agencies.
• Strong organisational skills with the ability to manage multiple priorities and services.
• A proactive, resilient and solution-focused approach with a passion for delivering excellent customer outcomes.