Hostel Service Manager

Supported Housing | Squared Homes

Contract: Permanent

Hours: 37 hours per week, Monday to Friday, plus participation in an on-call rota covering evenings, weekends and bank holidays.

Location: Luton (agile working across supported housing properties)

Additional Benefit: Essential Car User Allowance plus mileage reimbursement

Squared is a not-for-profit housing association supporting communities across Luton and South Bedfordshire since 1962. We are committed to providing safe, secure housing and empowering customers to achieve independence through person-centred support.

• 33 days annual leave (including bank holidays), rising to 38 days with service
• Option to buy/sell up to 5 days leave
• Health Cash Plan (after probation)
• Canada Life WeCare Employee Assistance Programme
• Pension scheme with employer contribution
• Life Assurance and Personal Accident Cover
• Staff benefits and shopping discounts
• Essential Car User Allowance
• Flexible and supportive working environment

As Hostel Service Manager, you will lead our Supported Housing service, ensuring customers receive high-quality housing and support that helps them achieve positive outcomes and greater independence.

You will manage Team Leaders, the Hostel Coordinator and specialist Support Coaches, promoting a psychologically informed and trauma-informed approach to service delivery. Working closely with internal teams, local authorities and partner organisations, you will ensure safe accommodation, strong housing management and effective support services.

Reporting to the Head of Homes, you will lead operational performance, service development, safeguarding, compliance, financial management and partnership working.

• Lead and manage the Hostel Services Team, providing supervision, support and development.
• Ensure safe, secure and high-quality supported accommodation services.
• Drive excellent customer outcomes through trauma-informed and person-centred practice.
• Monitor performance, KPIs, service quality and regulatory compliance.
• Oversee safeguarding, risk management and complaint resolution.
• Manage budgets, income collection, rent arrears and void performance.
• Maintain accurate records, audits and reporting requirements.
• Work collaboratively with property, housing, finance and support teams.
• Build effective partnerships with local authorities, commissioners and community organisations.
• Identify opportunities for service improvement, innovation, grants and tenders.
• Keep services compliant with legislation, regulation and best practice.
• Represent the organisation where required, including legal proceedings relating to housing management.
• Promote Squared's values and culture across the service.

• Management experience within housing, social care, supported accommodation or related services.
• Experience leading and developing high-performing teams.
• Experience supporting vulnerable people to improve independence and wellbeing.
• Strong leadership, communication and relationship-building skills.
• Understanding of homelessness, support services and social challenges.
• Ability to analyse performance data and drive service improvements.
• Strong organisational, problem-solving and decision-making skills.
• Emotional intelligence, resilience and professionalism.
• Good IT and reporting skills.
• Full UK driving licence and access to a vehicle.
• Relevant qualification in social care, psychology, counselling, leadership or related field.
• Advanced safeguarding training.
• Experience of service development and continuous improvement.
• Knowledge of welfare benefits and welfare rights.
• Experience working with local authorities and partner agencies.
• Experience securing or managing grant-funded projects.
• Coaching and mentoring experience.
• Experience developing policies, procedures and projects.

You’ll be customer-focused, solutions-driven and passionate about improving lives. You’ll combine strong leadership with empathy, partnership working and a commitment to delivering safe, high-quality services.

This is an opportunity to make a real difference in a values-led organisation that supports customers to achieve independence while offering a supportive environment for your own professional development.