Service Manager

Gray Healthcare Limited; Wrexham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading complex care provider is seeking a Service Manager in North Wales to oversee support packages. Responsibilities include managing operations, leading a team of Support Workers, and ensuring exceptional service delivery. The ideal candidate will have at least 3 years in an operations role and a strong understanding of complex care needs. This full-time role requires regular travel across multiple sites.

Benefits

Highly competitive salary

Qualifications

• 3+ years' experience in an operations leadership role.
• Strong understanding of support required in CQC methodology.
• Ability to travel to multiple sites.

Responsibilities

• Oversee P&L for services to meet budget targets.
• Lead day-to-day operations effectively.
• Engage Support Workers through supervision.

Skills

Operations leadership

Understanding of learning disabilities

Risk management

Relationship building

Education

Level 4+ qualification in Leadership or Management

Tools

Microsoft Office applications

Client information management systems

Job description

Are you passionate about making a difference and leading teams to provide exceptional support? Gray Healthcare is seeking a Service Manager to oversee and manage approximately four to five support packages across North Wales. This is a home‑based position that requires regular travel, offering the opportunity to collaborate closely with dedicated teams and help shape high-quality care. In this role, you will provide direct line management to Support Workers, including bank staff. You will coach and mentor your teams to deliver person‑centred support, enabling the individuals we assist to live their best lives. By leading by example, you will foster a positive work culture that encourages staff retention and promotes a collaborative team environment. This is a full‑time position that requires 37.5 hours of work per week. You will also be part of the Operational On‑Call rota.

Key Responsibilities

• Always embody the essence of Gray Healthcare as a professional ambassador, passionately reflecting its vision and values in every interaction.
• Oversee the profit and loss (P&L) for each service to ensure that we stay on track with our budget targets.
• Provide strong, effective leadership for day-to-day operations.
• Ensure that each of our services consistently offers exceptional support aligned with the terms of our commissioned contract.
• Leverage data, research, and innovation to significantly enhance performance and drive exceptional service delivery.
• Ensure that Safeguarding underpins all discussion held in these forums.
• Engage your Support Workers in regular supervision and annual appraisal.
• Collaborate with all GHC business partners, to foster an open and honest culture within your teams.
• Manage all employee-related issues within your services.
• Engage with Commissioners and work alongside our Business Development Managers to expand and develop services in your region.

Essential Knowledge, Skills, and Experience

• 3+ years' experience in an operations leadership role, with a min Level 4+ qualification in Leadership or Management.
• Have a strong understanding of the issues faced by people with learning disability and/or mental health/complex needs and the support required within the CQC Hospital Directorate Inspection Methodology.
• Are well versed in risk management and risk mitigation.
• Are a Car Driver and have access to a vehicle to enable you to travel to multiple sites and undertake the full performance of your duties.
• Have sound knowledge of business functions like procurement, contracts, and HR.
• An awareness of budgets / P&L.
• Can demonstrate strong personal beliefs and values that are underpinned by Gray Healthcare's values.
• Can build relationships with key stakeholders.
• Can deliver change in both the short, medium, and long term.
• Have a working knowledge of commissioner/funding arrangements and relationships.
• Have a working knowledge and understanding of contract management. Are IT Literate with experience of working with Microsoft Office applications. and Client information management systems, online rostering.

Desirable Knowledge, Skills, and Experience

• Have a clear understanding/experience of working collaboratively with clinical teams.
• Have experience of managing change.

Gray Healthcare are a national award‑winning complex care provider who want to support more people across England and Wales with complex needs move out of hospitals and other long‑stay environments and into a home of their own. We have an outstanding rating under the Care Quality Commission domain of "caring" and we support people with learning disabilities, autism, mental health conditions, acquired brain injury and other complex needs. We work collaboratively with Integrated Care Boards and Local Authorities across the country to deliver our bespoke multi‑disciplinary packages of support.

Benefits

• Highly competitive salary