Service Manager

Position: Housing Service Manager
Your new company
You will be joining a growing supported housing provider that delivers safe accommodation and person-centred support to individuals with a range of housing and support needs. The organisation is committed to delivering high-quality services that promote independence, tenancy sustainment and positive outcomes for residents. As its services continue to develop, the provider is looking to strengthen its relationships with local authorities, charities, homelessness services and other commissioning partners.

Your new role
As Service Manager, you will provide operational and strategic leadership across the organisation's Supported Exempt Accommodation Service. You will oversee service quality, performance and compliance, ensuring residents receive meaningful housing-related support and that accommodation is managed safely, effectively and consistently. A significant focus of the role will be strengthening and diversifying the service's referral pathways. You will build productive relationships with local authority housing options and homelessness teams, charities, voluntary organisations and commissioners, developing sustainable professional referral routes alongside existing self-referral arrangements.

You will review and improve referral, assessment and placement processes, ensuring eligibility criteria are clear, referrals are assessed consistently and placements are appropriate for each individual's needs and level of risk.

Further responsibilities will include:

Providing visible and effective leadership to the service team.
Overseeing support planning, safeguarding, risk management and case recording.
Monitoring service performance, occupancy, referral activity and resident outcomes.
Ensuring residents receive person-centred, strengths-based and trauma-informed support.
Managing complex or high-risk cases and providing guidance to employees.
Developing relationships with external partners and representing the organisation at relevant meetings and forums.
Leading quality assurance activity and preparing the service for audits, inspections and commissioner reviews.
Ensuring effective coordination between support delivery, housing management and property operations.
Reviewing incidents, complaints and resident feedback to identify learning and service improvements.
Supporting the sustainable growth and continued development of the service.

What you'll need to succeed
To succeed in this position, you will have management or leadership experience within supported housing, supported exempt accommodation, homelessness, housing-related support or a closely related service. You will understand the needs of people who may be homeless, at risk of homelessness or experiencing multiple and complex needs. You will also recognise the importance of delivering meaningful support that promotes independence, tenancy sustainment and planned move-on.

You will ideally demonstrate:

Experience of managing or improving referral, assessment and allocation processes.
A track record of developing relationships with local authorities, charities, commissioners or other referral agencies.
Strong knowledge of safeguarding, risk assessment and support planning.

Experience of managing and developing employees while promoting a positive and accountable service culture.
An understanding of the relationship between housing management and housing-related support.

Experience of quality assurance, auditing, compliance and continuous improvement.
The ability to monitor performance and produce clear management information.
Confidence managing complex cases, safeguarding concerns and operational risks.
Excellent communication, partnership-building and stakeholder-management skills.
The ability to balance strategic service development with day-to-day operational leadership.

You will be proactive, solutions-focused and committed to delivering high-quality services. You must also be confident representing the organisation externally and building trusted relationships with senior stakeholders and referral partners.
An enhanced DBS check will be required for this position.

What you'll get in return
You will have the opportunity to take a leading role within an organisation committed to providing safe accommodation and achieving positive outcomes for residents.

The position offers a varied balance of operational leadership, service improvement and strategic partnership development. You will have the autonomy to strengthen referral pathways, improve systems and processes,…