Operations & Service Manager – Supported Housing

AWD online; Lewisham; On-site; GBP 41,000 - 50,000; Full time

Job summary

AWD online is seeking an Operations Manager / Service Manager to lead a London portfolio of supported accommodation. You will drive quality, safeguarding and performance across multiple sites, develop managers and oversee resident support, housing management and risk controls.

The role involves mobilisation, improvement projects and partnership work with commissioners, while deputising for senior leadership as required. The post is full-time, permanent, based in Lewisham with on-call duties.

Qualifications

• 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

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

Job description

AWD online is seeking an Operations Manager / Service Manager to lead a London portfolio of supported accommodation. You will drive quality, safeguarding and performance across multiple sites, develop managers and oversee resident support, housing management and risk controls.

The role involves mobilisation, improvement projects and partnership work with commissioners, while deputising for senior leadership as required. The post is full-time, permanent, based in Lewisham with on-call duties.