Support Services Manager

Eden Valley Hospice; Carlisle; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

7 weeks’ annual leave

Life insurance

Company maternity and adoption schemes

Learning and development opportunities

Employee Assistance Programme

Health and wellbeing initiatives

On-site catering facilities

Free on-site parking

Discounted gym membership

Job summary

Eden Valley Hospice in Carlisle is inviting applications for a Support Services Manager to lead Patient and Family Support and Administration teams. You will provide compassionate leadership, balance strategic thinking with hands-on operations, and ensure services run smoothly for patients, families and carers.

The role emphasizes people management, IT coordination, governance, and continuous improvement in a values-driven charity setting.

Qualifications

• Significant experience leading and supervising teams.
• Strong people management, communication and organisational skills.
• Experience managing operational services and coordinating resources.

Responsibilities

• Lead and develop the Patient and Family Support and Administration teams.
• Create a positive, inclusive culture where people can thrive.
• Ensure services are responsive, compassionate and patient-centred.
• Oversee administrative systems to support hospice operations.
• Monitor team performance and identify opportunities for improvement.
• Coordinate IT equipment and infrastructure with external IT partner.
• Support service development, quality improvement and organisational change.
• Build relationships across clinical, operational and support services.

Skills

People management

Leadership

Communication

IT skills

Organisational skills

Confidentiality & GDPR

Education

Leadership/Management qualification

Job description

Lead Services That Make a Difference Every Day

At Eden Valley Hospice and Jigsaw, we provide compassionate care and support to people facing life-limiting illnesses, children with complex needs, and the families who matter most to them.

We’re looking for an experienced and people-focused Support Services Manager to lead our Patient and Family Support and Administration teams. This is a varied and rewarding role that combines operational leadership, service development, people management and oversight of our IT infrastructure, helping to ensure colleagues have the tools, systems and support they need to deliver outstanding care.

About the Role

As Support Services Manager, you’ll provide visible and compassionate leadership across a range of non-clinical services that play a vital role in supporting patients, families, carers, volunteers and colleagues.

You’ll lead and develop teams, oversee day-to-day operations, coordinate administrative services, monitor service performance and drive continuous improvement. You’ll also work closely with our external IT support provider to ensure our technology, equipment and infrastructure remain reliable, secure and fit for purpose.

This is an excellent opportunity for someone who thrives in a people-centred environment and enjoys balancing strategic thinking with hands‑on operational leadership.

Key Responsibilities

You will:

• Lead, support and develop the Patient and Family Support and Administration teams.
• Create a positive, inclusive and supportive culture where people can thrive.
• Ensure services are responsive, compassionate and centred around the needs of patients, families and carers.
• Oversee effective administrative systems that support the smooth running of hospice services.
• Monitor team performance, service activity and outcomes to identify opportunities for improvement.
• Coordinate IT equipment, infrastructure and technology requirements alongside our external IT partner.
• Support service development, quality improvement and organisational change initiatives.
• Build strong relationships with colleagues across clinical, operational and support services.
• Ensure compliance with relevant policies, information governance requirements and regulatory standards

Our values are at the heart of everything we do:

Caring

We provide compassionate, person-centred care that recognises the physical, emotional, social and spiritual needs of patients and those important to them.

Respect

We treat everyone with dignity, kindness and sensitivity, valuing individual experiences, choices, cultures and beliefs.

We embrace learning, research and continuous improvement to enhance patient outcomes and develop the future of hospice care.

Inclusive

We create an environment where diversity is celebrated, everyone belongs, and all voices are welcomed and valued.

About You

We’re looking for someone who brings:

• Significant experience of leading, managing or supervising teams.
• Strong people management, communication and organisational skills.
• Experience managing operational services and coordinating resources effectively.
• A compassionate, approachable and inclusive leadership style.
• Experience supporting staff development, wellbeing and performance.
• Confidence managing competing priorities and driving service improvements.
• Strong IT skills and the ability to work with digital systems and data.
• An understanding of confidentiality, GDPR and information governance.

It Would Be Great If You Also Have

• Experience within a hospice, healthcare, charity or social care environment.
• Experience managing administrative services.
• Knowledge of quality improvement, audit or service evaluation.
• Experience working in a CQC-regulated setting.
• A leadership or management qualification, or a qualification relevant to health, social care, business administration or a related discipline.

Please see the job description and person specification for the full requirements of the role.

Why Join Us?

At Eden Valley Hospice and Jigsaw, you’ll be part of a supportive and values-driven organisation where every role contributes to improving the lives of local people and their families.

We offer:

• A meaningful and rewarding role within a respected local charity.
• The opportunity to lead and shape important support services.
• A supportive and collaborative working environment.

We have a range of benefits, including:

• 7 weeks’ annual leave entitlement, inclusive of Bank Holidays
• Life insurance for all staff working regular hours
• Company maternity and adoption schemes
• Excellent learning and development opportunities
• Access to our Employee Assistance Programme
• Health and wellbeing initiatives.
• On-site catering facilities
• Free on-site parking
• Discounted gym membership

This role is subject to a Disclosure and Barring Service (DBS) check, which will be arranged and paid for by the hospice.

Closing Date: 10am, Friday 13th November 2026

Support Services Manager

Salary: Up to £33,000 per annum (FTE)

Hours: Up to 37.5 hours per week, Monday to Friday, with flexibility for occasional weekend working

Location: Carlisle, Cumbria

Closing Date: 10am, Friday 13th November 2026