Hostel Services Manager

RGIT Australia; Luton; Hybrid; GBP 40,000 - 43,000; Full time

Benefits offered by this job

33 days annual leave + bank holidays

Essential Car User Allowance

Free Health Cashplan

Pension scheme

Life Assurance

Job summary

Squared is seeking a Service Manager to oversee the Hostel Services team and the supported housing provided to residents in Luton. You will drive service excellence, safeguarding, and financial control while coordinating with multiple partners and authorities to deliver high-quality outcomes.

You will lead, develop, and motivate staff, establish clear objectives, and report to the Head of Homes on performance, risks, and opportunities for service improvements.

Qualifications

• Strong management experience within social care, housing, supported accommodation, or related service.
• Proven experience in leading, motivating and developing high-performing teams.
• Experience with vulnerable people and promoting independence and wellbeing.
• Excellent leadership and relationship-building skills; ability to work with external partners.

Responsibilities

• Oversee the secure, safe, and supported accommodation provided by Team Leaders and Support Coaches.
• Line manage Hostel Service Team Leaders, Hostel Coordinator, and Support Coaches.
• Ensure services follow best practices, training needs, and development.
• Contribute to Homes with Support strategy and wider business objectives.
• Monitor risk, compliance, and performance against targets; manage budgets and income.
• Coordinate with external agencies, authorities, and partners to maximise outcomes.
• Lead safeguarding appropriately and act as Senior Safeguarding Lead.
• Produce regular performance reports and drive continuous improvement.

Skills

Management experience

Leadership

Communication

Budget management

Data analysis

Driving licence

IT/digital literacy

Education

Relevant qualification in social care, counselling, psychology, leadership or related field

Tools

IT systems

Job description

Full-time Permanent Manager

Posted 10 Aug 2026

Description

Supported Housing | Squared Homes

Contract:Permanent

Salary:£40,000 – £42,500 per annum (depending on experience)

Hours:37 hours per week (Monday to Friday)Participating in a planned on-call rota with Team Leaders, including evenings, weekends and bank holidays, responding to emergency incidents and providing timely advice, direction and decision-making.

Location:Luton (agile working across our supported housing properties)

Essential Car User Allowance paid in addition to mileage reimbursement

About Squared

Squared is a not-for-profit housing association supporting communities across Luton and South Bedfordshire since 1962. We are a welcoming, inclusive organisation where people feel valued, supported and empowered to make a real difference.

• 33 days annual leave (including bank holidays), increasing with service (up to 38 days)
• Option to buy or sell up to 5 days leave
• Free Health Cashplan (after probation)
• Canada Life WeCare Employee Assistance Programme
• Pension scheme (Squared contributes 1.33% of employee contribution up to 8%)
• Life Assurance
• Staff benefits portal with shopping discounts
• Essential Car User Allowance (in addition to mileage payments)
• Flexible, supportive working approach

About Supported Housing

Supported Housing is a vital part of SquaredHousings service delivery. Weprovide tailoredsupport to Luton residents living in our temporaryand shared accommodation. Adopting a person-centredcoachingapproach, we aimto empowercustomersto help themselvesin a secure,safeand stable environment.With theappropriate support,we work towardscustomersachievingtheir ownbestpotential andenablinga smooth transitionintosuccessful independence inthe community.

About the Role

Supported Housing is a crucial part of the business.As aServiceManageryou willhaveresponsibility foroversight of the ongoing management of; Thesecure,safeand supportedaccommodation provided to all by the ‘Team Leaders’ and ‘Support Coaches’to deliver the best possible outcomes for ourcustomers.

Excelling in both written and verbal communications, you willbe responsible forleading theHostel Services Team, ensuring our customers receive only excellent service.

You will promote and ensure apsychologically informed way of workingby allto provide a service which is flexible and adaptive to the changing needs of customers and the team.

You will leadyourteam,empowering them to workcollaboratively to provideconsistent boundaries and a trauma informed approach to practicalhonest support,good housing managementand strongfinancial control; working closely with our Independent Living Housing Services’ team you will ensure the seamless provision of a complete housing and support solution to our customers throughout their personal journey with Squared.

Working withLuton community support groups, LBC,partner agenciesand our internal organisational expertise, youwill be responsible for ensuring your team have the tools, supportand adequate resource toprovidea safe environment in which to builda customer’sconfidence and promote opportunities for positive changeand development.

Youwillbeexpectedtosetclearobjectivesfor your team deliveringmeasured outcomes for the business as you build on your personal development and as the role evolves.

You will report directly to the Head of Homes providing headline information with highlights of key business drivers,opportunitiesand threats to the ongoing success of the service and wider organisation.

What You’ll Be Doing

• Having full oversight of the ongoing management ofthesecure,safeand supportedaccommodation provided to allcustomersby the Team Leaders and Support Coachesto deliver the best possible outcomes for ourcustomers.
• Takingfull line management responsibility for the mentoring, supervision and development of theHostelServices Team Leaders, Hostel Coordinator, andspecialist tendered servicesSupport Coaches.
• Being responsible forensuring the support andsupervisiondelivered by the Team Leader and Support Coaches under them is relevant, responsible and follows best practiceestablishingand addressing learning and development needs.
• Workingin collaboration with the Head of Homesand leadershipteam to contribute to the development and delivery of the‘Homes with Support’strategyand wider businessobjectives.
• Evaluatingoperational practices with due regard to risk, statutory and regulatoryrequirementsand best practice to help improvethedeliveryof thebusiness plan to drive continuous improvementand security.
• Identifyingand assess opportunities for operational innovation and continuous service improvements, including working practices and data management.
• Overall responsibility for streamlining and reviewing processes to increase output without increasing cost.
• Taking overall responsibilityfor themonitoringthe management ofvoid levels, rent collection, rentarrearsand other key performance indicators;taking action to ensuretargets are met and relevant Squared policies and procedures are followed.
• Oversight of ensuring risk issuesareidentifiedbytheTeam Leaders,cases are proactively managedsafely, and Support Coaches areworking collaboratively with customers and stakeholdersto give the best outcomes.
• Ensuring safeguarding issues are addressedin accordance withSquared’sSafeguarding policywhile acting as thejointSenior Safeguarding Lead for the organisation.
• Ensuring all complaints are effectively dealt with,managed professionally by theteamandmonitoredin line with Squared policieswiththe complainant keptinformedat all times.
• Taking overall responsibilityfor ensuring that effective systems and procedures to support customersintheir tenancies areestablishedand maintained by the team. This will includeundertaking internal audits; ensuring thatup to date andaccuraterecords, focused on tenancy sustainment,support, good housingmanagementand strong financial control.
• Taking the lead liaising with all relevant external agencies, local authorities and other partners, including other Squared departments and stakeholders; to achieve high levels of customer satisfaction with our services, along with identifying grantand tenderopportunities,and contributing to the preparation and delivery of the tender submission.
• Attendingnetworking and partnership meetings to gain support and ideas from external organisations. Promoting the organisations services to the wider community.
• Keeping up to date with legislation affecting the service; ensuring that the servicescomply withrelevant legislation and regulatory requirements,policyand good practice in respect of day-to-day operation.
• Escalating cases through legal frameworks as necessary; including attending and representing the organisation as a landlord in court and all solicitor communication asrequired.
• Accountability for the overall budget and income management of your services and your team’s responsibility for delivery. You willmaintainregular reviews, checks and balances to ensure progress against targets.You will take an active role in rent and service charge reviews, internally and externally of the organisation.
• Accountability foridentifying, setting,measuringand monitoring key performance indicators for your services ensuring your team are fully engaged in the performanceobjectivesthat arerequiredto deliver them.
• Taking overall responsibility for producing regular performance monitoring reports internally and externally, acting where performance improvement isrequired,being responsible formeeting any requirements highlighted through audits and reporting to the leadership team on a regular basis.
• Workingclosely with the HostelCoordinator and Finance department to ensure sound income management andaccuratewell managedcustomer accounts and tenure.
• Workingclosely with the Landlord and Property Service team to ensure the correct management of voids,repairsand compliance.
• Ensuringyour teamareequipped to fully informed the residents of their rights and responsibilitiesregardingtheservice andare enabled and empowered toparticipatein service improvements.
• Managingyour teams understanding and adherence of allSquared’spolicies and procedures, includinghealth andsafety,compliance, business continuityplanningandfairness.
• Always actingin accordance withthe Squared values - being a champion of a values led culture and an ambassador for the organisation.

About You

We’re looking for someone who is:

You will play anintegral role in the ongoing development and success of Squared as we develop and grow asanorganisation.

As a Service Manager,excelling in both written and verbal communications,you will have to be driven, well-motivated andpossessthe skills,knowledgeand determination to lead a team. You will insist on a commitment to meet the needs of the business and our customers though the delivery of well-planned,high-qualityservices.

Youwillbe a proactive and motivated, hard-working self-starter. You will be organised, efficient, able to work quickly and accurately under pressure whilst alwaysmaintainingexcellent customercare. You will be resilient in the face of challenges, with a positive outlookand ability to motivate others.

Youwillbe willing to go the extra mile to get the job done!

The table below details the essential and desirable qualifications, knowledge, experience, and skills you will need to perform in the role successfully. Our selection process will be based on assessing you against this criterion and how you fit with the required behaviours and values.

• Strong management experience within social care, housing, supported accommodation, or a related support service environment.
• Proven experience of leading, motivating and developing high-performing teams to achieve positive outcomes.
• Experience of working with vulnerable people and supporting individuals to maximise their independence and wellbeing.
• Excellent leadership, communication and relationship-building skills, with the ability to build trust with residents, colleagues and external partners.
• Strong understanding of social issues including homelessness, wellbeing, support services and affordability challenges.
• Ability to analyse data and performance information to identify trends, improve services and support decision-making.
• Excellent problem-solving, decision-making and organisational skills, with the ability to manage competing priorities effectively.
• High levels of emotional intelligence, empathy, resilience and the ability to maintain professional boundaries.
• Good IT and digital literacy skills, including the ability to use systems, manage records and produce reports.
• Full UK driving licence and access to a vehicle for work-related travel.
• Relevant qualification in social care, counselling, psychology, leadership or a related field.
• Advanced safeguarding qualification or specialist safeguarding training.
• Experience of developing and improving services to maximise customer outcomes and organisational performance.
• Experience of delivering one-to-one support and/or facilitating therapeutic or group-work interventions.
• Knowledge of welfare rights, welfare benefits and wider support provision.
• Experience of working collaboratively with local authorities, commissioners and partner agencies.
• Experience of identifying and supporting grant-funded opportunities or externally funded projects.
• Coaching and mentoring skills, with experience of developing individuals and teams through coaching approaches.
• Experience of managing budgets, delivering value for money and understanding commercial considerations within service delivery.
• Experience of writing, reviewing or implementing policies and procedures, alongside strong project management skills.

What Will Make You Stand Out

You'll embody Squared's values by being customer-focused, solutions-driven and committed to continuous improvement. Your ability to lead with empathy, build strong partnerships across the community and deliver safe, high-quality services that transform lives will set you apart from other applicants.

Why Work With Us?

At Squared, you’ll be part of a values-driven organisation where your work has genuine impact.

If you’re looking for a role where you can make a difference, develop your skills and work within a supportive and forward-thinking team, we’d love to hear from you.

Timeline of events:

We do reserve the right to close the job advert early depending on the number of applicants.

Company Overview

Squared is a not-for-profit housing association that has been providing affordable housing in Luton and South Bedfordshire since 1962. We strive to find ways to continuously develop and grow with our tenants and residents needs at the heart of everything we do. We are proud to support the local community and embrace its diversity. Our aim is to empower individuals to make choices about their lives on their journey to lead fulfilled, independent lives, through an innovative approach to tackling local housing needs and homelessness. We don’t just give people a key, we offer on-going support to unlock their potential. We don’t just give advice; we offer genuine warmth and non-judgmental care. We don’t just provide business services; we offer expert consultancy and management. We provide homes for independent living and homes with support in Luton and Central Bedfordshire. To complement this work, we also run a lettings service for private landlords; a social enterprise inspired cleaning and gardening service; and an employee excellence focused HR consultancy - People Excellence. Every day, the people on our team make a difference to our customers. Whether they’re working with them directly or supporting behind the scenes they’re helping them regain their independence and live more fulfilled lives. As we expand our services, we’re also helping other businesses to thrive. This continued positive impact on our customers is extremely important to us and our success, and we can only achieve it by finding the right people to work with us. We look for people who share our ambitious, forward-thinking outlook and supportive, hardworking approach. If you join us, we’ll invest in you and continue to nurture your potential to help you achieve great things for you, us and – most importantly – our customers. We strongly believe in providing a working environment which recognises individuals’ differing needs, therefore encouraging a work/life blend is key to us.