Service Manager

DISABILITY DIRECT; East Midlands; On-site; GBP 32,000 - 35,000; Full time

Job summary

The Disability Direct in Derby is seeking a Service Manager to oversee day-to-day operations, ensure compliance, safety and quality, and support a staff team including line management of the Deputy Manager.

You will lead a team of over 15 staff and volunteers, manage risk, safeguarding, data protection, and contract compliance, while developing services and building partnerships with local councils and colleges.

Qualifications

• NVQ/Diploma Level 5 in Health & Social Care (Adults), or equivalent.
• Experience in a service/care management role.
• Knowledge of safeguarding procedures, GDPR, and data protection.
• Knowledge of fire safety and PEEPs procedures.
• Experience conducting audits (food hygiene, medication, health & safety).
• Experience with incident reporting, risk assessment, and complaints handling.
• Driving licence and Makaton/BSL familiarity.

Responsibilities

• Oversee and line manage the office and floor staff.
• Lead a team of over 15 staff and support 65 service users.
• Maintain relationships with staff, service users and stakeholders.
• Manage PEEPs and fire safety procedures.
• Ensure service framework alignment with legislation and contracts.
• Create tailored support plans and update risk assessments.
• Liaise with local councils, colleges and commissioning teams.
• Develop policies reflecting legislative changes.
• Identify opportunities to develop services and improve quality.
• Produce regular reports and handle complaints and incidents.
• Manage wages and HR systems; oversee invoicing and debt collection.

Skills

People leadership

Compliance & safety

Risk assessment

Stakeholder liaison

Audits

Staff development

Data protection

HR/payroll systems

Education

NVQ/Diploma Level 5 in Health & Social Care (Adults)

Tools

Breathe HR

MS Office

Job description

Location: The Enabled Centre, St Helens Street, Derby, DE1 3GY

Hours: Full-time 37 hours per week

Salary: £32,000 - £35,000 per annum, depending on experience

Purpose of the Role

The Service Manager is responsible for the day-to-day operational management of the service, ensuring compliance, safety, and quality standards are maintained, while supporting and developing the staff team, including line management of the Deputy Manager.

Key Responsibilities

Leadership

• Oversee and line manage the office and floor staff, providing support, direction, and delegation of tasks as appropriate
• Lead and manage a team of over 15 staff, alongside numerous volunteers and work experience placements, supporting over 65 service users across the working week
• Maintain strong working relationships with staff, service users and stakeholders to ensure a smooth, safe, productive and enjoyable environment for all

Health & Safety / Compliance

• Manage PEEPs (Personal Emergency Evacuation Plans) and fire safety procedures
• Ensure the care/service framework is filtered down and implemented effectively, including liaison with care brokerage
• Complete and maintain risk assessments
• Complete audits such as:
• Medications (MAR charts, storage, administration)

Service Delivery & Care Planning

• Conduct initial assessments and create tailored support plans for service users
• Update and review risk assessments in line with individual service user needs
• Keep up to date with current legislation, regulatory guidance and best practice in health and social care
• Liaise with local councils and commissioning teams to ensure service delivery meets contractual requirements
• Work in partnership with local colleges and universities to support placements and work experience opportunities
• Continuously review and update policies and procedures to reflect legislative changes and best practice
• Identify opportunities to develop services, promoting provision and tailoring it to clients' needs and budgets
• Continuously look at ways to innovate and improve the quality of service provided

Data & Safeguarding

• Ensure compliance with data protection requirements (e.g. GDPR), including secure handling and storage of service user and staff records
• Act as, or work closely with, the designated Safeguarding Lead, ensuring safeguarding policies and procedures are followed
• Ensure staff are trained and up to date on safeguarding, data protection requirements and any other mandatory training.
• Report and escalation safeguarding concerns in line with local authority and organisational procedures

Reporting & Records

• Produce and submit regular reports
• Manage Local Authority (LAC) requirements/frameworks and filter relevant information down to the team
• Handle and log complaints, ensuring appropriate resolution and follow-up
• Handle day-to-day customer service interactions, reports and repairs, ensuring excellent customer service and quality care at all times
• Complete incident reports
• Maintain and update contingency plans

People Management

• Conduct 1-2-1 supervisions with staff including audit checks
• Lead on recruitment and oversee onboarding of new staff
• Recruit staff appropriate to each role, adhering to organisational policies and procedures
• Ensure staff training is kept up to date and complete regular supervisions and appraisals
• Resolve customer and service user complaints in a professional, compassionate and understanding manner, managing sensitive interactions with care

Finance / Admin

• Audit and manage wages via Breathe (HR system)
• Manage invoicing and debt collection processes
• Oversee management of HR systems, ensuring accurate and up to date staff records

Person Specification

• NVQ/Diploma Level 5 in Health & Social Care (Adults), or equivalent
• Experience in a service/care management role
• Knowledge of safeguarding procedures, manual handling of people, and data protection legislation (GDPR)
• Knowledge of fire safety and PEEPs procedures
• Experience conducting audits (food hygiene, medication, health & safety)
• Experience with incident reporting, risk assessment, and complaints handling
• Familiarity with HR/payroll systems
• Understanding of Local Authority contract/compliance requirements
• Experience leading and managing a team of staff, volunteers and/or work experience placements
• Experience supporting individuals with behaviours that challenge
• Designated Safeguarding Lead training/certification
• Driving License
• Makaton/BSL
• Epilepsy/Buccal midazolam administration