Service Manager - Housing & Care Leader, Flexible Hours

Riverside View All Jobs; Dewsbury; On-site; GBP 42,000 - 54,000; Full time

Job summary

Riverside is seeking a Service Manager to lead a supported housing service, delivering person-centred care and ensuring safe, compliant operations. You will line-manage staff, manage budgets, develop rosters, and drive performance against contractual targets while fostering partnerships with stakeholders.

Experience in housing with vulnerable groups, budget oversight, and a commitment to equal opportunities is essential. The role may involve flexible hours and occasional travel across sites.

Responsibilities

• Line manage a team and create a safe environment where colleagues can talk openly and honestly.
• Work together to set expectations and performance targets.
• Hold regular 'one-to-one' sessions to reflect on achievements, performance and support individual personal wellbeing.
• Undertake six monthly performance reviews to support and guide colleagues to fulfil their potential.
• Facilitate regular team meetings to update and empower your team to share ideas and best practice.
• Embrace reflective practice techniques so the team can learn from their experiences.
• Recognising, praising and acknowledging achievements of colleagues and team.
• Build effective partnerships with regional and other colleagues across Riverside, participating in wider initiatives.
• Lead a service: Manage the service as per contractual requirements, reviewing contract performance annually, to deliver excellent outcomes for customers.
• Meet Riverside performance targets.
• Participate in the setting and management of service budgets. Monitor spend by accessing the finance system and report budget variances to the budget holder.
• Resource, plan and deliver a colleague rota that covers all shifts effectively.
• Recruit great people for your team, sourcing and engaging relief or agency workers as and when required.
• Devise, plan and deliver a comprehensive induction and continuous development plans for all colleagues.
• Be responsible for cash handling, ordering goods, administration of monthly timesheets, raise and approve invoices through accurate record keeping.
• Produce reports and other written documentation as required to support contract delivery.
• Ensure compliance with Health and Safety legislation and other regulatory obligations, assessing risk, putting in control measures and reporting risks.
• Work with customers and colleagues to deliver the objectives within Riverside's corporate plan.
• Actively build positive relationships with all key stakeholders by attending forums, tasks groups and networking events to promote and position Riverside as the preferred provider in the area.
• Housing and income management: Manage and report responsive repairs and liaising with contractors.
• Monitor that welfare checks of customers rooms are being carried out.
• Working in partnership with asset and compliance colleagues to ensure our properties are safely managed.
• Manage empty properties, ensuring that they are referred to asset colleagues for void work and follow void procedure to ensure rooms are ready to let.
• Lead on hearing appeals, serving notice and ending of tenancies as per Riverside policy framework.
• Manage an effective housing allocation and referral pathway into the service, ensuring customers are able to access the service as quickly as possible.
• Manage the rental income for the service by ensuring the team collect rent payments from customers and manage any arrears to minimise any losses
• Deliver a tenancy sustainment and advice service to customers, by maximising their income i.e. claiming correct benefits, ensuring the team support customers to maintain their tenancy through effective budget management.
• Supporting customers: Lead your team to provide a person centred, service for customers in line with our psychologically and trauma informed approach
• Promote the highest levels of customer consultation, communication and partnership working in all aspects of service delivery.
• Work with your team to ensure customers are supported to achieve their ambitions and aspirations through creative support planning and a flexible approach.
• Continuously develop relationships and networks with a range of stakeholders, including housing providers to identify pathways to plan and deliver positive move-ons.
• Involve and engage customers in the design and delivery of all aspects of the service, including encouraging participation in internal audits
• Work with your team to continuously identify and build relationships with community resources and promote multi-disciplinary working to enhance the service for customers.
• Guide your team to record customer information on Riverside and relevant local or external digital platforms, ensuring information is clear, accurate and strengths-based.
• Enable customers to move towards self-management of their medication through adherence to medication management procedures.
• Handle complaints and reports of anti-social behaviour transparently, ensuring customers are kept up-to-date with progress and a culture of continuous improvement is embedded.
• Other Duties
• You will be required to work flexibly to meet customer and business needs, which may include out-of-hour working and participating in an "on-call" rota.
• Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
• Use the Lone Worker system as and when necessary.
• Ensure customers are safe at all times - carrying out all of your duties within Riverside's Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR, cash handling, etc.
• Deliver your role in line with Riverside company values - "Our Riverside Way".
• Participate in team meetings, attend regular supervisions and reflective practice sessions.
• From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager.
• The Group has offices across the UK and on this basis, there may be the requirement to travel to other locations to effectively perform this role.
• The role will be exposed to sensitive information; therefore, the role holder is expected to maintain levels of confidentiality at all times.
• In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation.
• The role holder is expected to be committed to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken. Experience of managing a team within a supported housing environment with a vulnerable and diverse group of customers
• Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results
• Ability to listen and communicate clearly, encourage feedback and reflection, empower, motivate and gain improvements
• Have conflict resolution skills and be confident and consistent when making decisions
• Experience of reviewing, monitoring and evaluating outcomes in the delivery of support services
• Competent IT skills, including using databases, producing reports and other communications, and analysing key outcomes data to understand and drive service improvements, Experience of working within a supported housing environment with a vulnerable and diverse group of customers.
• Experience of working in challenging environments with the ability to plan, prioritise, organise tasks to achieve results .
• Be a team player with a caring, empathic, supportive and flexible with a resilient can-do attitude.
• Ability to listen and communicate clearly, encourage feedback and reflection, empower, motivate and gain improvements.
• Have conflict resolution skills and be confident and consistent when making decisions.
• Experience of reviewing, monitoring and evaluating outcomes in the delivery of support services.
• Competent IT skills, including using databases, producing reports and other communications, and analysing key outcomes data to understand and drive service improvements.
• Desirable
• Experience of managing and developing a small team.
• Financial experience or previous budgetary responsibility.
• Previous experience of managing contracts, achieving KPIs, managing compliance.
• Recognised formal care, support or housing qualification. At Riverside, we are a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
• Diversity and Inclusion at Riverside: We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Job description

Riverside is seeking a Service Manager to lead a supported housing service, delivering person-centred care and ensuring safe, compliant operations. You will line-manage staff, manage budgets, develop rosters, and drive performance against contractual targets while fostering partnerships with stakeholders.

Experience in housing with vulnerable groups, budget oversight, and a commitment to equal opportunities is essential. The role may involve flexible hours and occasional travel across sites.