Change Please is an award-winning social enterprise. Since launching from a single cart in Covent Garden in 2015, we have grown into an international business operating across four countries.
Through the sale of our coffee to large national and global organisations, we generate profit to fund barista training, living wage employment and holistic support for people experiencing homelessness. Our work enables individuals to access housing, therapy, financial wellbeing support and onward employment opportunities.
We exist to do business better, partnering with organisations to turn social value commitments into measurable impact.
Role Objective
The Senior Support Manager is responsible for leading and developing Change Please's national support services, ensuring that trainees, graduates and guests accessing Driving for Change services receive high-quality, person-centred support that enables sustainable and positive outcomes.
Working closely with the Head of Impact and the Group Head of Support, the postholder will oversee the delivery of holistic support services across housing, mental health, physical health, financial wellbeing, employment readiness, goal setting and post-employment support.
The role also provides operational leadership for Driving for Change support services, ensuring that individuals accessing outreach services through the Driving for Change buses receive coordinated and effective support. This includes supporting the delivery of outreach activities, managing volunteers and developing relationships with local services and community partners.
As Change Please's Designated Safeguarding Officer (DSO), the Senior Support Manager will lead on safeguarding strategy, risk management, suitability assessments and complex case management across the organisation. The postholder will provide expert guidance on safeguarding matters and ensure that high-risk situations are managed safely, professionally and in line with organisational policies and best practice.
The successful candidate will be an experienced leader with a strong background in safeguarding, homelessness, support services and partnership working, capable of driving service quality, continuous improvement and positive impact across multiple regions.
Location
Our office in Peckham and our office at WeWork Aldwych, with national travel as required.
We recognise the importance of balancing work with personal and family commitments and will always aim to consider requests for flexibility wherever reasonably possible.
Reporting
This role reports to the Head of Impact and works closely with the Group Head of Support, colleagues across the Impact and Support Teams, wider CIC and CIO departments, external partners, statutory agencies and stakeholders.
Key Responsibilities
Leadership and Management
- Lead, coach and develop a team of Support Officers delivering services across the UK.
- Provide operational leadership and support to colleagues delivering Driving for Change services.
- Promote and embed a trauma-informed, safeguarding-first culture across all support services.
- Work closely with the Group Head of Support to ensure support services are delivered to a consistently high standard and in line with sector best practice.
- Lead service planning, quality assurance, continuous improvement and outcome measurement across Support and Driving for Change services.
- Ensure support services are delivered consistently across all locations and in accordance with organisational policies, safeguarding requirements and regulatory obligations.
- Oversee operational standards, documentation, reporting and team capability across the Support and Driving for Change functions.
Wraparound Service Delivery
Provide strategic oversight of holistic support services, including:
- Housing support and advocacy with local authorities, housing providers and homelessness services.
- Mental health and emotional wellbeing support, including access to counselling and therapeutic services.
- Physical health support and assistance navigating healthcare systems.
- Financial wellbeing, budgeting support and signposting to debt advice services.
- Goal setting, personal development planning and progression support.
- Post-employment support for up to six months to promote long-term employment sustainability and independence.
Driving for Change
- Support the delivery and continuous improvement of Driving for Change outreach services.
- Ensure guests accessing Driving for Change receive coordinated, person-centred support and appropriate referrals.
- Work with local service providers and community organisations to strengthen support pathways available through Driving for Change.
- Support the coordination of volunteers and partner organisations engaged in Driving for Change services.
- Monitor and evaluate service effectiveness, identifying opportunities to improve guest outcomes and service delivery.
- Safeguarding and Suitability Assessment
- Act as Change Please's Designated Safeguarding Officer (DSO).
- Lead on safeguarding strategy, policy implementation and safeguarding best practice across the organisation.
- Assess the suitability and risk profile of vulnerable trainees and guests before and throughout engagement with Change Please services.
- Lead safeguarding escalations, referrals, investigations and record management.
- Ensure safeguarding concerns are managed promptly, professionally and in line with legal and organisational requirements.
- Deliver safeguarding training, guidance and ongoing professional development to colleagues across the organisation.
Crisis Management
- Lead the organisational response to high-risk and crisis situations, including homelessness emergencies, mental health crises, safeguarding concerns, safety risks and sudden loss of accommodation.
- Ensure effective escalation processes, risk management and decision-making in complex situations.
- Liaise with mental health crisis teams, emergency services, social care professionals, housing authorities and other relevant agencies.
- Provide guidance, support and debriefing to colleagues managing complex or high-risk cases.
- Partnerships and Advocacy
- Work with the Group Head of Support to develop and maintain strategic partnerships with housing providers, healthcare services, therapy providers, local authorities, employers and specialist charities.
- Represent Change Please at safeguarding forums, partnership meetings and multi-agency networks.
- Advocate for equitable access to housing, healthcare, employment, benefits and wider support services.
- Identify opportunities to strengthen referral pathways and improve outcomes for trainees and guests.
- Programme Development and Compliance
- Monitor, analyse and report on service outcomes, safeguarding trends, performance indicators and impact measures.
- Provide regular reports and updates to senior leadership, trustees, funders and stakeholders as required.
- Ensure compliance with safeguarding legislation, charity regulations, organisational policies and contractual obligations.
- Identify opportunities for service improvement, innovation and growth.
Experience and Skills
Essential
- Significant experience working within homelessness, housing, social care, safeguarding, mental health, crisis intervention or related support services.
- Experience acting as a safeguarding lead, safeguarding officer or managing high-risk and complex cases.
- Safeguarding Adults Level 3 qualification (or equivalent.
- Strong knowledge of trauma-informed practice, risk assessment, safeguarding procedures and multi-agency working.
- Proven leadership and people management experience within support services.
- Experience managing and developing support programmes and services.
- Excellent stakeholder management, influencing and partnership-building skills.
- Experience acting as a Designated Safeguarding Officer (DSO), Safeguarding Lead, or holding responsibility for safeguarding decision-making within a service supporting vulnerable adults.
- Thorough understanding of safeguarding legislation, best practice, professional boundaries, information sharing, and risk management relating to adults at risk.
- Strong organisational, decision-making and problem-solving skills.
- Excellent written and verbal communication skills.
Desirable
- Experience delivering services across multiple regions or locations.
- Qualifications or formal training in safeguarding, counselling, social work, mental health, coaching or crisis intervention.
- Knowledge of addiction services, domestic abuse pathways, housing legislation and emergency accommodation systems.
- Experience working within the charity, social enterprise or homelessness sectors.
Personal Attributes
- Calm, confident and able to make sound decisions under pressure.
- Empathetic, resilient and committed to dignity-led support.
- Strong ethical judgement, professional boundaries and integrity.
- Solutions-focused with a proactive approach to challenges.
- Culturally aware and able to work effectively with diverse communities.
- Passionate about Change Please's mission and values.
Impact
As Change Please's safeguarding lead and senior support manager, this role plays a critical role in protecting vulnerable individuals, reducing risk and creating sustainable pathways out of homelessness. Through effective leadership, safeguarding oversight and service development, the Senior Support Manager ensures that every individual engaging with Change Please receives the support, guidance and opportunities needed to achieve lasting positive change.
Package
- Contract: Permanent
- Salary: £34400 - 36000
- Working Pattern: 32 hours per week across 4 or 5 days
- Location: London-based, with national travel across Change Please locations and partner services as required
A Note About This Role
This job description outlines the main responsibilities of the role but is not intended to be an exhaustive list.
As a growing and ambitious organisation, Change Please operates in a fast-paced environment where priorities can evolve. We are looking for someone who is adaptable, proactive and committed to our mission, who is willing to take on additional responsibilities where reasonably required.
Equal Opportunities
Change Please is committed to creating an inclusive workplace where everyone feels valued, respected and able to thrive. We welcome applications from people of all backgrounds, experiences and identities and are particularly keen to hear from individuals from underrepresented communities.
Safeguarding Statement
Change Please is committed to safeguarding and promoting the welfare of all clients, many of whom may be adults at risk.
All employees are expected to share this commitment and to uphold safe, professional and responsible working practices at all times.
The successful candidate will be required to undergo appropriate pre-employment checks, including references, right to work verification and an Enhanced DBS check.
This role involves working with adults who may be at risk, and the successful candidate will be expected to always maintain the highest standards of safeguarding practice.
Pay: £34,400.00-£36,000.00 per year
Benefits:
- Casual dress
- Company events
- Discounted or free food
- Employee discount
- Health & wellbeing programme
Work authorisation:
- United Kingdom (required)
Work Location: In person
