The Service Manager for Jubilee House and the Winter Shelter is responsible for the day-to-day operational management of both services, ensuring the delivery of high-quality, trauma-informed and person-centred support alongside effective housing management.

Working in partnership with the Head of Support Services and the Head of Housing Services, the postholder will provide leadership to the staff teams, ensuring both services operate safely, efficiently and in line with organisational policies, contractual requirements and best practice.

The Service Manager will oversee the delivery of support and housing-related support, ensuring residents receive consistent, high-quality services that promote independence, reduce harm and improve outcomes.

The role also has line management responsibility for the Complex Lives Coordinators and is responsible for maintaining high standards of performance, safeguarding and service delivery across both projects.

The role requires a visible management presence and flexibility to work across both services, including evenings and weekends where required.

The post forms part of a two-person job share covering the service across 7 days per week. Each postholder will work 3 days (21 hours) one week and 4 days (28 hours) the following week. Hours are expected to be flexible to meet the needs of the services and will include days, evenings, weekends, and bank holidays where required.

Operational Leadership & Service Delivery

• Lead the day-to-day operational management of Jubilee House and the Winter Shelter.
• Oversee the delivery of high-quality support and housing-related support across both services.
• Ensure services operate safely and effectively in accordance with trauma-informed, harm reduction and psychologically informed principles.
• Monitor occupancy, resident wellbeing, support delivery and housing management standards.
• Ensure compliance with organisational policies, contractual requirements and relevant legislation.
• Maintain a visible presence across both services, supporting staff, residents and volunteers.
• Respond to operational issues, incidents and emergencies as required.

Staff Leadership & Development

• Provide line management, supervision and support to the Complex Lives Coordinators.
• Monitor staff performance, attendance and wellbeing.
• Promote a culture of accountability, learning and continuous improvement.
• Support employee wellbeing and foster a positive, inclusive team culture.
• Identify training and development needs and encourage reflective practice.
• Support the recruitment, induction and retention of staff within the services.
• Participate in regular supervision, mandatory training and continuous professional development to maintain and enhance the knowledge and skills required for the role.

Safeguarding & Risk Management

• Lead on safeguarding practice within Jubilee House and the Winter Shelter.
• Ensure incidents, accidents, complaints and safeguarding concerns are managed appropriately and recorded accurately.
• Oversee risk assessments relating to residents, staff and the service environment.
• Promote safe working practices and ensure compliance with health and safety requirements.
• Support staff to confidently manage complex behaviours and challenging situations.

Service Performance & Continuous Improvement

• Monitor service performance against agreed objectives and quality standards.
• Ensure accurate case recording, data collection and reporting requirements are completed to support service performance and compliance.
• Support audits, inspections and monitoring visits.
• Promote resident involvement and co-production to improve service delivery.
• Identify opportunities to improve services, systems and outcomes.

Partnership Working

• Develop and maintain positive working relationships with housing providers, health services, social care, probation, police and other partner agencies.
• Attend and contribute to multi-agency meetings on behalf of Happy Days.
• Promote positive communication between support, housing and external partners to achieve the best outcomes for residents.

Essential experience and skills:

• Experience of managing or supervising staff within homelessness, supported housing or complex needs services.
• Experience supporting people experiencing homelessness, substance misuse, mental ill-health or multiple disadvantage.
• Knowledge of housing-related support and supported accommodation services.
• A good understanding of trauma-informed, harm reduction and psychologically informed approaches.
• Experience of safeguarding adults and managing risk.
• Strong organisational, communication and leadership skills.
• The ability to make sound decisions in a fast-paced and challenging environment.
• The ability to lead, motivate and develop staff within a trauma-informed environment.

Desirable experience and skills:

• A management qualification or willingness to work towards one.
• Experience managing supported accommodation or residential services.
• Knowledge of housing legislation and homelessness services.
• Experience of service performance monitoring, audits and quality assurance.
• Experience of partnership working across health, housing and social care.