Operations Manager / Service Manager / Supported Accommodation

AWD online; Greater London; On-site; GBP 27,000 - 36,000; Full time

Job summary

AWD online in London leads a portfolio of supported accommodation services, driving safety, quality and operational performance across multiple sites.

The Operations Manager / Service Manager will develop managers, oversee safeguarding, housing management, risk and resident outcomes, and strengthen consistent practice while mobilising improvement projects and stakeholder engagement.

Qualifications

• Level 3 qualification (or equivalent) in Health and Social Care, Housing, Leadership or related discipline.
• Significant management experience within supported housing, homelessness, mental health or social care services, including oversight of multiple services or operational areas.
• Experience leading managers and multidisciplinary teams, with safeguarding adults, complex risk management, quality assurance, performance improvement and investigations.
• Experience working with local authorities, commissioners and external partners, plus recruitment, supervision, appraisal, coaching and staff development.
• Sound knowledge of supported housing, housing management, safeguarding, relevant housing and social care requirements, people management and person-centred support.
• Leadership, communication, report writing, analytical, risk assessment, organisation, problem-solving and stakeholder-management skills.
• Competent IT skills including Microsoft Word, Excel and electronic case management systems.
• Empathy and kindness with professional boundaries, regular travel between services and willingness to join the out-of-hours on-call rota.
• Commitment to community, empowerment, respect and compassion

Responsibilities

• Operational Leadership and Service Delivery: Lead an allocated portfolio, develop managers and maintain effective communication across services and support functions.
• Quality Assurance and Performance: Monitor KPIs, contractual requirements and outcomes; complete visits, audits and compliance reviews; report trends, risks and improvement actions.
• People Leadership and Development: Oversee supervision, appraisal, training, employee relations, recruitment, retention and workforce planning.
• Resident Support and Housing Management: Oversee person-centred support, risk management, referrals, occupancy, resident involvement, housing management and move-on planning.
• Safeguarding, Risk and Incidents: Ensure safeguarding systems are applied, oversee investigations and escalation, maintain risk records and embed learning.
• Resources and Financial Oversight: Support budgets, staffing, expenditure, resident monies, value for money and operational sustainability.
• Partnerships and Governance: Work with commissioners, providers and professionals while maintaining accurate records, data protection and reporting standards.
• Safety, Property and Projects: Oversee health and fire safety, business continuity, property standards and improvement projects, and provide on-call and senior cover.]
• CoT_job_summary_short":"COMPANY NAME: AWD online\nKEY POINTS: Leadership and multi-site portfolo management, safeguarding, KPI oversight"
• job_summary_short":"<p>AWD online in London leads a portfolio of supported accommodation services, driving safety, quality and operational performance across multiple sites.</p><p>The Operations Manager / Service Manager will develop managers, oversee safeguarding, housing management, risk and resident outcomes, and strengthen consistent practice while mobilising improvement projects and stakeholder engagement.</p>
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Skills

Leadership

People management

Quality assurance

Risk management

Communication

Analytical thinking

IT skills

Education

Level 3 Health/Social Care or related

Tools

Microsoft Word

Excel

Electronic case management systems

Job description

Operations Manager / Service Manager / Supported Accommodation

Join a senior leadership team overseeing a London portfolio of supported accommodation services, driving quality, safeguarding and operational performance. The role suits an experienced manager from supported housing, homelessness, mental health or social care.

If you’ve also worked in the following roles, we’d also like to hear from you: Supported Housing Manager, Supported Accommodation Manager, Housing Operations Manager, Housing Services Manager, Service Delivery Manager, Support Services Manager, Care Operations Manager, Social Care Operations Manager

SALARY: up to £45,000 per annum

LOCATION: Lewisham, South London

JOB TYPE: Full-Time, Permanent

JOB OVERVIEW

This is an opportunity to shape safe, person-centred services across a multi-site London portfolio. The Operations Manager / Service Manager will lead operational performance, quality assurance and continuous improvement.

Working with senior leaders, the Operations Manager / Service Manager will develop managers, oversee safeguarding, housing management, risk and resident outcomes, and strengthen consistent practice across services.

The Operations Manager / Service Manager will support mobilisation, improvement projects, stakeholder relationships and resource use while deputising for senior operational leadership when required.

DUTIES

Your duties as the Operations Manager / Service Manager include:

• Operational Leadership and Service Delivery: Lead an allocated portfolio, develop managers and maintain effective communication across services and support functions

• Quality Assurance and Performance: Monitor KPIs, contractual requirements and outcomes; complete visits, audits and compliance reviews; report trends, risks and improvement actions

• People Leadership and Development: Oversee supervision, appraisal, training, employee relations, recruitment, retention and workforce planning

• Resident Support and Housing Management: Oversee person-centred support, risk management, referrals, occupancy, resident involvement, housing management and move-on planning

• Safeguarding, Risk and Incidents: Ensure safeguarding systems are applied, oversee investigations and escalation, maintain risk records and embed learning

• Resources and Financial Oversight: Support budgets, staffing, expenditure, resident monies, value for money and operational sustainability

• Partnerships and Governance: Work with commissioners, providers and professionals while maintaining accurate records, data protection and reporting standards

• Safety, Property and Projects: Oversee health and fire safety, business continuity, property standards and improvement projects, and provide on-call and senior cover

CANDIDATE REQUIREMENTS

ESSENTIAL

• Level 3 qualification (or equivalent) in Health and Social Care, Housing, Leadership or a related discipline, or substantial equivalent experience

• Significant management experience within supported housing, homelessness, mental health or social care services, including oversight of multiple services or operational areas

• Experience leading managers and multidisciplinary teams, with safeguarding adults, complex risk management, quality assurance, performance improvement and investigations

• Experience working with local authorities, commissioners and external partners, plus recruitment, supervision, appraisal, coaching and staff development

• Sound knowledge of supported housing, housing management, safeguarding, relevant housing and social care requirements, people management and person-centred support

• Leadership, communication, report writing, analytical, risk assessment, organisation, problem-solving and stakeholder-management skills

• Competent IT skills including Microsoft Word, Excel and electronic case management systems

• Empathy and kindness with professional boundaries, regular travel between services and willingness to join the out-of-hours on-call rota

• Commitment to community, empowerment, respect and compassion

DESIRABLE

• Experience in Exempt Accommodation

• Degree in Social Care, Housing, Sociology, Psychology, Health, Management or a related field

• Level 5 Leadership and Management qualification (or equivalent)

• Experience of service mobilisation, contract management, organisational growth or business development, plus budget and financial performance management

• Knowledge of supported housing regulatory oversight, Trauma-Informed Practice, Psychologically Informed Environments, Recovery Models, Stages of Change, Systems Leadership, welfare benefits and supported housing funding

• Ability to contribute to strategic planning, service design and organisational development

• Full UK Driving Licence and access to a vehicle for work purposes

This role requires an Enhanced DBS Check

JOB REF: AWDO-P15196