Senior Client Services Manager

Joshua Robert Recruitment; Devon and Torbay; On-site; GBP 80,000 - 100,000; Full time

Job summary

A recruitment agency is seeking a Senior Client Services Manager to cover sickness at a bustling service supporting those experiencing street homelessness. The successful candidate will lead a dedicated team, ensuring high-quality, person-centered services while maintaining compliance with safeguarding and health & safety standards. Responsibilities include monitoring performance, managing budgets, and delivering an impactful client experience. This role operates on a 37.5-hour week, including weekends and bank holidays.

Qualifications

• Proven leadership experience in a support or client services environment.
• Ability to manage and develop teams effectively.
• Understanding of safeguarding procedures and Health & Safety regulations.

Responsibilities

• Lead a team of Client Services Managers across a defined geographical area.
• Manage individual and team performance to meet contractual obligations.
• Ensure safeguarding arrangements and compliance are in place.

Skills

Leadership

Effective communication

Performance management

Safeguarding knowledge

Financial management

Job description

Job Type: Senior Client Services Manager
Location: Devon (Exeter, EX4 4EY)
Salary: 14.41
Contract: Temp
Hours: 37.5

About the Service

We are recruiting a Senior Client Services Manager to provide sickness cover at a fast paced service supporting people experiencing street homelessness. The service comprises a 19 bed street homeless hostel, with 11 move on beds located nearby, based in Exeter city centre. The role operates on a rolling 4 week rota, covering 37.5 hours per week, including weekends and bank holidays.

The Role

To lead a committed and motivated team, delivering efficient, high quality, cost effective, person centred services in line with contract requirements. The post holder will empower customers to live independently while creating a positive, engaging and supportive working environment for colleagues.

Key Responsibilities

What Success Will Look Like Leadership & Service Delivery

• Lead a team of Client Services Managers across a defined geographical area or lead a team of client facing colleagues (e.g. Support Coordinators - Level 3).
• Deliver efficient, effective and person centred services to clients within a defined service area.
• Quality assure service delivery across the area of operation.
• Assume responsibility for registered and high intervention schemes, where applicable.
• Act as a leadership role model, fulfilling all aspects of the Leadership Community's Guide to Responsibilities.

Performance & People Management

• Manage and monitor individual and team performance, setting clear objectives and assessing competencies.
• Hold regular supervision meetings (every 4-6 weeks) and conduct mid year and end of year performance reviews in line with the Performance through People framework.
• Coach and develop colleagues to deliver consistently high standards, using innovative and alternative approaches to service delivery.
• Facilitate team learning sessions and professional development activities.
• Observe practice and provide real time feedback to ensure professional and contractual standards are met.
• Promote a positive working environment and contribute to making Home Group a great place to work.

Safeguarding, Health & Safety

• Act as a Designated Person for Safeguarding within Care and Support Services.
• Ensure safeguarding arrangements, training and supervision are in place for adults at risk, and for children and young people who may come into contact with services.
• Support and supervise Client Services Managers who are Designated Persons within frontline services.
• Liaise with local authorities and safeguarding partners, ensuring a named Designated Person is in place.
• Carry out health and safety checks, risk assessments and maintain accurate records to keep clients and colleagues safe.

Customer Focus

• Provide specialist advice and guidance to colleagues supporting clients with complex or challenging needs.
• Promote and advance client involvement in service planning and delivery.
• Implement and evaluate local and national initiatives to improve outcomes for clients.
• Deliver client facing work as required by rota or service need.

Quality, Compliance & Financial Management

• Monitor and review service quality, identifying opportunities for continuous improvement.
• Ensure compliance with Care Quality Commission requirements (or Care Inspectorate requirements in Scotland, where applicable).
• Manage budgets effectively across the full financial cycle.
• Analyse and report management information to support KPIs and business performance.
• Ensure accurate, up to date record keeping and compliance with data protection requirements.
• Prepare reports relating to contracts, staffing, budgets, arrears, voids and client move on.
• Support contract monitoring and contribute to tendering and bid submissions.
• Market service achievements and outcomes to demonstrate impact.

Additional Responsibilities

• Provide leadership cover across other services as required.
• Participate in an on call rota across the region.