Job Title: Support Service Manager
Location: Based at B16 8LA with regular travel across supported housing services in Birmingham
Hours: 25 hours per week
Salary: £17 per hour. Annual starting salary £22,100
Contract Type: Permanent part time contract
Reports To: Operations Director / Directors
DBS: Enhanced DBS required (Update Service preferred)
About Pegasus Supported Housing
Pegasus Supported Housing is an established provider of high-quality supported accommodation across Birmingham and the Midlands. We support vulnerable adults to live safely and independently while maintaining strong partnerships with local authorities and external agencies. Our work is values-driven, impact-focused, and rooted in strong governance and financial sustainability.
Purpose of the Role
The Support Service Manager is responsible for the operational leadership and performance management of the Life Skills Coach and Housing Support Officer team. Working closely with the Operations Director, you will ensure services are delivered in line with regulatory requirements, contractual obligations, and organisational KPIs.
You will oversee service quality, performance, safeguarding, income maximisation, and budget management while embedding a reflective, psychologically informed practice culture. The role also supports organisational growth through service development, tenders, and new business opportunities.
Key Responsibilities
Service Leadership & Performance
- Provide day-to-day operational leadership of the Housing Support service, ensuring accommodation and support meet required standards.
- Line manage, mentor, coach, and motivate the Life Skills Coach and Housing Support Officer team, ensuring clarity of expectations and professional development.
- Manage team performance through weekly progress meetings, reviews, appraisals, audits, and performance improvement plans aligned to KPIs.
- Ensure accurate recording, monitoring, and reporting systems are in place for service performance and compliance.
- Provide timely and accurate reports to senior management.
Housing Management & Income Maximisation
- Ensure fair and effective allocation of lettings, void management, and minimisation of void levels in line with organisational targets.
- Maximise income through effective rent monitoring, arrears management, service charges, and contracted support funding.
- Ensure all service user changes (sign-ups, move-ons, suspensions, audits) are reported to the Registered Provider.
- Lead strategies to address tenancy breaches with a focus on prevention and eviction avoidance.
Safeguarding, Compliance & Risk
- Act as a safeguarding lead for the service, ensuring concerns are identified, investigated, and managed in line with safeguarding protocols.
- Ensure compliance with health and safety legislation and regulatory requirements across services.
- Conduct internal audits and submit reports to support continuous improvement and quality assurance.
- Respond to complaints, serious incidents, and service user concerns in line with PSH policies and procedures.
Service Development & Quality Improvement
- Develop and maintain strong relationships with local authorities, referral agencies, stakeholders, and partner organisations.
- Lead and contribute to service improvement initiatives that enhance service quality and customer satisfaction.
- Promote and embed a psychologically / trauma informed and reflective practice culture for staff and service users.
- Support the review and development of policies, procedures, service-level agreements, and quality assurance frameworks.
- Contribute to tender submissions, funding bids, and service growth opportunities.
Finance, Budgets & Resources
- Participate in setting and managing service budgets, monitoring expenditure and reporting variances to the Operations Director.
- Ensure cost-effective service delivery while maintaining high-quality outcomes.
- Take responsibility for petty cash management within the team.
People Management & Workforce Development
- Lead on recruitment, induction, supervision, and training needs analysis for the Life Skills Coach and Housing Support Officer team.
- Authorise annual leave and manage sickness absence, ensuring adequate service cover.
- Participate in out-of-hours on-call management rota.
- Deputise for related services when required.
General Responsibilities
- Engage fully in regular supervision and performance reviews with your line manager.
- Maintain clear communication regarding availability and whereabouts.
- Uphold Pegasus Supported Housing’s commitment to equality, diversity, and inclusion.
- Adhere to safeguarding, health and safety, data protection, and confidentiality requirements at all times.
- Maintain professional competence through continuous professional development.
- Undertake additional duties appropriate to the role as directed by senior management.
Person Specification
Essential Criteria
- Minimum of 2 years’ management experience within supported housing, housing, or a related support environment.
- Experience managing and developing teams supporting vulnerable or disadvantaged individuals.
- Strong working knowledge of housing legislation, safeguarding, compliance, and health & safety.
- Experience developing, implementing, and reviewing policies and procedures.
- Proven ability to manage budgets, control costs, and maximise income.
- Excellent communication, leadership, and problem-solving skills.
- Strong IT skills and confidence using performance monitoring systems.
- Ability to work independently, proactively, and flexibly.
- Full UK driving licence and access to a vehicle.
Desirable Criteria
- CIH Level 4 or 5 Diploma in Housing (or willingness to work towards).
- Experience leading safeguarding investigations.
- Experience implementing psychologically informed environments (PIE).
- Proven track record in quality assurance and service improvement.
- Experience supporting organisational change or service growth.
- Knowledge of commissioning, funding, and tendering processes.
What We Offer
- Competitive salary
- Company pension scheme
- 28 days annual leave including bank holidays, additional day for each year of service
- Structured training and development opportunities
- Employee Assistance Programme
- Supportive leadership and values-driven culture
- Opportunity to shape and grow high-impact supported housing services
Pay: £17.00 per hour
Work Location: In person
