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About the Role

The Service Manager will oversee operational leadership, quality, performance, and contract delivery for supported accommodation contracts, ensuring a comprehensive support pathway for residents with diverse needs. The role involves leading staff teams to provide high-quality, trauma-informed support, promoting resident safety, independence, and tenancy sustainment. Accountable for safeguarding, performance reporting, quality assurance, and continuous service improvement.

Responsibilities

• Lead the delivery of supported accommodation contracts in line with commissioner expectations, contract requirements, organizational policies, and agreed performance standards.
• Provide clear management oversight of service quality, safety, safeguarding, risk, incidents, complex cases, and escalation.
• Ensure residents receive effective assessments, risk management, support planning, move-on planning, and outcome-focused reviews.
• Set and maintain clear resettlement standards across the service, supporting residents to develop independent living skills, secure appropriate move-on options, and sustain accommodation.
• Ensure support standards are consistently applied, including timely assessments, person-centred support plans, regular key work, outcome-focused reviews, accurate case recording, and clear escalation of risk or non-engagement.
• Promote trauma-informed, strengths-based, and psychologically informed practice across the service.
• Work closely with the Intensive Housing Management team to oversee housing-related support, including referrals, placements, rent accounts, Housing Benefit claims, arrears prevention, voids, licence or tenancy obligations, move-on, and tenancy sustainment.
• Ensure the intensive supported accommodation service provides safe, responsive, and proportionate support for residents with complex needs and high levels of risk.
• Monitor performance against contract indicators, including outcomes, safeguarding, engagement, rent accounts, move-on, tenancy sustainment, voids, and resident feedback.
• Prepare accurate reports, evidence, and performance commentary for commissioner monitoring, audits, inspections, and service reviews.
• Lead, develop, and support staff to work as one team while maintaining service-specific boundaries, contractual standards, professional accountability, and Your Place values.
• Maintain effective staffing arrangements, including cover for key working, weekend, out-of-hours, and intensive provision requirements.
• Build strong partnerships with commissioners, Adult Social Care, health services, substance misuse services, criminal justice partners, housing providers, and community agencies.
• Use service data, resident feedback, and quality assurance activity to drive improvement, demonstrate impact, and evidence value for money.
• Work closely with the Quality Assurance Manager and Impact Manager to use performance data, quality assurance findings, resident feedback, and outcome measures to identify trends, strengthen practice, and drive continuous service improvement.
• Work flexibly to respond to urgent operational issues, safeguarding concerns, incidents, commissioner requests, and service pressures.
• Embed person-centred practice and meaningful co-production with residents, ensuring services are shaped by lived experience and aligned with Your Place values of Growth, Inclusion, Collaboration, and Compassion.

Requirements

• Experience managing or supervising staff in supported housing, homelessness, social care, community support, or a similar setting.
• Ability to lead change, improve practice, and support staff through service development.
• Experience supporting vulnerable homeless adults, rough sleepers, or people facing multiple disadvantage.
• Strong understanding of risk, safeguarding, trauma, mental health, substance misuse, tenancy sustainment, and move-on barriers.
• Experience leading services that manage challenging behaviour, anti-social behaviour, safeguarding concerns, tenancy breaches, arrears, or complex risk.
• Experience of contract management, performance monitoring, quality assurance, reporting, and service improvement.
• Good understanding of housing management, including arrears, voids, tenancy or licence breaches, maintenance, health and safety, and property-related risk.
• Ability to analyse performance information, identify risks and trends, produce clear reports, and use data to drive improvement.
• Experience building constructive relationships with commissioners, statutory services, voluntary sector partners, and internal stakeholders.
• Knowledge of person-centred, strengths-based, trauma-informed, and psychologically informed support.
• Knowledge of safeguarding adults, mental capacity, confidentiality, professional boundaries, data protection, equality and diversity, and complaints handling.
• Excellent written and verbal communication skills, including clear reports, briefings, and monitoring returns.
• Commitment to resident involvement, co-production, equality, diversity, inclusion, and anti-discriminatory practice.
• Experience managing commissioned homelessness or supported accommodation contract.
• Experience working within or alongside London local authority homelessness pathways.
• Experience of managing voids, referrals, move-ins, move-outs, and partnership-based accommodation arrangements.
• Experience of using Home Star, In-Form, Pyramid, or equivalent systems to monitor support, tenancy sustainment, risk, outcomes, and case recording.
• Experience preparing for audits, inspections, commissioner reviews, or contract monitoring meetings.
• Experience leading services through mobilisation, remodelling, restructure, or improvement planning.
• Confidently use performance data, resident feedback, and quality assurance learning to improve outcomes and value for money.
• Provides values-led leadership and communicates clearly with staff, residents, commissioners, and partners.
• Use written, numerical, and performance information to make sound, accountable, and compliant decisions.
• Embeds resident involvement and promotes dignity, choice, equality, inclusion, and cultural competence.
• Build and develop a high-performing team through clear direction, supervision, support, and accountability.
• Appointment is subject to an enhanced DBS check, satisfactory references, and the right to work in the UK.

Skills

• Operational leadership
• Quality management
• Contract delivery
• Staff leadership
• Trauma-informed support
• Strengths-based support
• Person-centred support
• Risk management
• Safeguarding
• Performance reporting
• Quality assurance
• Partnership working
• Service improvement
• Tenancy sustainment
• Move-on planning
• Housing management
• Communication skills
• Data analysis
• Report writing
• Team development

Location

• LB Newham

Work Type

• Full-time
• On-call rota
• Occasional evening and weekend work

Experience Level

• Management experience
• Supervisory experience

About the Company

• Your Place values: Growth, Inclusion, Collaboration, and Compassion.

Equal Opportunity

• Commitment to resident involvement, co-production, equality, diversity, inclusion and anti-discriminatory practice.