Programme and Service Manager (Advice Triage)

NORWOOD; London; Hybrid; GBP 55,000 - 61,000; Full time

Job summary

A leading charity organization in London seeks a Programme and Service Manager (Advice Triage) to oversee its new Advice Triage Service. You will lead a committed team, shape operational performance, and innovate service delivery. Ideal candidates will have a relevant degree and 3+ years' experience in social care or education. The role offers hybrid working, competitive salary, and generous benefits including annual leave and development opportunities.

Benefits

25 days annual leave + Bank Holidays + Jewish Holidays

Employee Assistance Programme

Cycle to Work scheme

Free eye tests and eyewear allowance

Opportunities for development and leadership coaching

Qualifications

• 3+ years’ experience in social care, education, or advice services.
• Proven ability to lead services, manage teams, and deliver change.
• Strong knowledge of referral systems across voluntary and statutory sectors.

Responsibilities

• Establish and embed the Advice Triage model for public launch in March 2026.
• Lead and manage a multi-disciplinary team including triage workers.
• Develop triage protocols, safeguarding and referral procedures.

Skills

Leadership

Stakeholder communication

CRM skills

Safeguarding knowledge

Knowledge of referral systems

Education

Relevant degree in Social Work, Health, Education, or Management

Leadership or project management qualification

Job description

Overview

Salary: £55,544 – £61,000 per annum
Hours: 35 hours per week (28 hours per week will be considered)
Contract: Fixed Term – Two years
Location: Kennedy Leigh Family Centre, Hendon (Hybrid working available)

Interviews: 29th and 30th September, 2025

Role

We’re recruiting a Programme and Service Manager (Advice Triage) to lead Norwood’s new Advice Triage Service (Open Front Door), a flagship access point for families, professionals, and community partners. This is a key leadership role overseeing the service’s launch, growth and delivery, with responsibility for operational performance, stakeholder engagement and service innovation.

You’ll build and lead a committed triage team, align referral pathways across Norwood’s services, and work closely with external partners across the Jewish community and statutory sectors. This role offers a unique opportunity to shape a model that puts clarity, accessibility, and cultural sensitivity at the centre of how families seek support.

About Norwood

Founded in 1795, Norwood is the UK’s oldest Jewish charity supporting vulnerable children and their families, children with special educational needs, and adults with neurodevelopmental disabilities, including learning disabilities and autism.

We’re building a culture grounded in our core values of Kindness, Respect, Belonging, and Empowerment and the Advice Triage Service is central to how we connect those values with the people and communities we support.

Your Day-to-Day

As Programme and Service Manager (Advice Triage), you’ll:

• Establish and embed the Advice Triage (OFD) model for public launch in March 2026
• Lead and manage a multi-disciplinary team including triage workers, referrals staff, and reception
• Develop triage protocols, safeguarding and referral procedures, and escalation frameworks
• Oversee inbound query management across all contact channels
• Coordinate internal and external referral pathways across Norwood and key partners
• Manage the design and population of an online service directory
• Build and maintain strategic relationships with schools, synagogues, charities and LA/NHS services
• Work with communication and engagement teams to promote the service
• Oversee the development and rollout of a CRM system
• Lead service evaluation, report to SLT and funders, and embed co-production in service design

Qualifications, Training and Experience

Essential:

• Relevant degree in Social Work, Health, Education, or Management; And/or Leadership or project management qualification
• 3+ years’ experience in social care, education, or advice services
• Proven ability to lead services, manage teams, and deliver change
• Strong knowledge of referral systems across the voluntary and statutory sectors
• Sound safeguarding knowledge
• Excellent stakeholder, communication and CRM skills

Desirable:

• Knowledge of the Jewish community and culturally specific services
• Experience setting up a helpline, triage service or call centre
• Familiarity with neurodivergent support needs and transitions
• Experience developing service directories or digital tools

Reward & Benefits

We offer a supportive, purpose-driven environment with:

• Hybrid and flexible working
• 25 days annual leave + Bank Holidays + Jewish Holidays (pro rata if part-time)
• Employee Assistance Programme
• Blue Light Card scheme access
• Cycle to Work scheme
• Free eye tests and eyewear allowance
• Opportunities for development and leadership coaching

To apply: Please submit your CV along with a 500 word cover letter outlining how you meet the criteria set out in the person specification.