Front Door and Intervention Service Manager

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Fear Free delivers services across the Southwest for victims, children and perpetrators of domestic abuse, sexual violence and stalking with the aim to break the cycle of abuse and support all to live free from fear. We provide trauma responsive support, and this post will be fundamental to ensuring service users, stakeholders and partners experience this in our daily delivery

As the Front Door and Intervention Service Manager you will be part of a team overseeing our Domestic Abuse provisions in Wiltshire and work alongside other service managers to play a key leadership role in the wider delivery, development, and oversight of high-quality services for individuals impacted by domestic abuse, sexual violence, and stalking, as well as for those who use harmful behaviours.

You will manage a diverse portfolio of services spanning prevention, crisis intervention, behaviour change, survivor recovery, and professional training. These include in-person and digital platforms, therapeutic services, and outreach across all age groups and communities. You will be responsible for ensuring that services are trauma-responsive, culturally competent, and inclusive, with a strong focus on safeguarding, survivor voice, and best practice.

You will support teams to deliver consistently excellent support, ensure contract compliance, and drive continuous improvement and innovation in a changing landscape.

As part of the Service Manager team you will also hold strategic responsibility in scoping new projects, supporting research and
business development opportunities. Fear Free is committed to flexible and hybrid working and this role will be a mix of home based and office based, alongside requiring travel for multi-agency meetings and other deliverables. This role may include evening and weekend work when required.

Operational Responsibilities

• Service Delivery Oversight:
  Ensure the smooth and effective daily running of services across all areas - domestic abuse, sexual violence, stalking, behaviour change, survivor recovery, and training - delivered both in-person and digitally.
• Leadership and Management:
  Role model trauma responsive and inclusive leadership. Ensuring all staff and volunteers are effectively performance managed and live the charity's values and have all appropriate resources to achieve excellence in their field. Work alongside colleagues from across Fear Free to provide support, assistance and management to cover teams where required.
• Safeguarding and
  
  Risk Management:
  
  Act as Deputy Safeguarding Lead when required. Oversee safeguarding practices across services, ensuring timely risk assessments, safety planning, and escalation of concerns.
• Quality Assurance and Continuous Improvement:
  Monitor service quality through audits, case file reviews, feedback, and outcome data. Lead service improvements in response to learning, client feedback, and evolving best practice.
• Policy and Compliance:
  Ensure all services operate within legal, regulatory, contractual, and policy frameworks. Maintain accurate and confidential records in accordance with data protection and safeguarding legislation.
• Performance Monitoring and Reporting:
  Track and analyse performance data to assess impact, identify trends, and inform service planning. Produce high-quality reports for internal leadership, commissioners, and funders.
• Partnerships and Representation:
  Maintain strong local and strategic partnerships with statutory and voluntary agencies. Represent the charity in multi-agency forums, commissioning meetings, and stakeholder events.
• Crisis and Incident Management:
  Support staff with complex or high-risk cases. Lead operational responses to critical incidents or safeguarding escalations in collaboration with senior leaders. Provide Duty Out of Hours cover as part of a Senior Management Rota for safeguarding and incident management.
• Volunteer and Student Engagement:
  Oversee the safe and meaningful integration of volunteers and student placements into service delivery, ensuring appropriate supervision and development opportunities.
• System and Process Improvement:
  Identify inefficiencies in operational systems and work with others to develop streamlined, integrated processes across services and reporting tools.
• Strategic Oversight:
  To take part in, and contribute to Executive Leadership meetings as required, providing operational guidance.
• Budgets and Financial…