Role Purpose
The Service Lead is responsible for the operational management, quality assurance and overall performance of Supported Exempt Accommodation services within an allocated geographical area.
The role oversees both:
- Resident support, prompting and supervision; and
- Intensive Housing Management.
The Service Lead will directly manage Support Workers, Housing Officers and other staff delivering services across the schemes. They will ensure that residents receive appropriate, person-centred support while properties are managed safely, effectively and in accordance with licence agreements, company procedures and regulatory expectations.
The Service Lead will act as the main operational link between area-based staff and the Senior Management Team. They will audit schemes, monitor performance, manage risk, oversee safeguarding, maintain staffing levels and ensure that all required support, housing management, health and safety and compliance activity is completed to the required standard.
The postholder will also act as the designated Safeguarding Lead for the area and will hold delegated responsibility for recruitment, staff performance management, supervision, training and, where authorised, disciplinary action and termination of employment.
Key Responsibilities
Operational Leadership
- Provide effective day-to-day leadership across all supported accommodation schemes within the allocated area.
- Ensure that both support services and Intensive Housing Management are delivered consistently and to a high standard.
- Maintain a regular presence across all properties and schemes.
- Ensure each scheme operates safely, professionally and in line with company expectations.
- Allocate resources and staff according to resident needs, property risks and operational priorities.
- Identify operational weaknesses and implement clear corrective action plans.
- Ensure staff understand their roles, responsibilities, boundaries and reporting lines.
- Act as the first point of management escalation for serious incidents, staffing concerns, safeguarding matters and property risks.
- Maintain effective communication between frontline staff and the Senior Management Team.
Staff Management
- Directly manage Support Workers, Housing Officers and any other staff assigned to the area.
- Set clear expectations for conduct, performance, attendance, case management and record keeping.
- Allocate caseloads and property responsibilities fairly and effectively.
- Monitor staff workload, productivity and quality of work.
- Hold regular one-to-one supervision meetings with all staff.
- Complete probation reviews, performance reviews and annual appraisals.
- Address poor performance, misconduct, attendance concerns and capability issues promptly.
- Implement performance improvement plans where required.
- Manage staff absence, annual leave, rotas and service coverage.
- Ensure adequate staffing is maintained across all schemes.
- Support staff wellbeing while maintaining clear accountability and professional standards.
- Maintain oversight of:
- Occupancy levels
- Voids
- Resident engagement
- Support delivery
- Arrears
- Ineligible service charge payments
- Antisocial behaviour
- Safeguarding
- Incidents
- Maintenance
- Compliance
- Staffing
- Training
- Audit actions
Pay: From £25,350.00 per hour
Work Location: In person
