Job Purpose
To provide accountable operational leadership across more than one supported housing service, ensuring residents receive safe, trauma-informed, recovery-focused and person-centred support. The post holder will maintain effective staffing, governance, financial control and service quality, and will ensure each service complies with applicable housing, health and social care law, contractual requirements, organisational policy and, where relevant, regulatory registration conditions.
Why this role matters
The role provides consistent leadership across multiple locations so that risks are managed, staff are supported, and residents receive a reliable service that promotes independence and positive outcomes.
Job Summary
· Lead and coordinate day-to-day operations across allocated sites, balancing visibility and management oversight according to risk and service need.
· Maintain safe services through effective safeguarding, risk management, health and safety, incident management, staffing, business continuity and quality assurance arrangements.
· Lead Deputy Managers and frontline teams, setting clear standards and managing performance fairly and consistently.
· Ensure support is strengths-based, trauma-informed, recovery-focused and co-produced with residents.
· Manage occupancy, referrals, contracts, budgets and performance indicators, working constructively with commissioners and partner agencies.
· Participate in the management of the on-call rota in accordance with organisational arrangements.
· Travel to and from St Martins sites or identified venues for meetings or training related to the role
Main duties and responsibilities
The post holder is required to carry out the following duties, but not limited to;
Service Delivery
· Provide effective managerial oversight of the allocated services, including regular site presence, clear delegation and timely escalation to the Operations Manager.
· Deploy the policies that are in place for safeguarding, individual and environmental risk assessments, fire safety, infection prevention, medicines support where applicable, lone working, security, emergency response and business continuity.
· Ensure incidents, accidents, near misses, safeguarding concerns and complaints are reported, investigated, reviewed and escalated within required timescales; lead debriefs and ensure learning results are shared and reviewed.
· Maintain readiness for the commissioner, St Martins, local authority and regulatory inspection. Where a service carries out a regulated activity, ensure compliance with the relevant registration requirements and promptly notify the operations manager and director of any actual or potential breach.
· Complete a planned programme of audits, quality checks and service improvement actions, with clear owners, deadlines and evidence of completion.
· Manage referrals, assessments, move-ins, occupancy and move-on or eviction activity safely and fairly, ensuring decisions are documented and consistent with service criteria.
· Monitor contractual outcomes and key performance indicators, provide accurate reports and take corrective action when performance falls below standard.
· Apply St Martin's policies and procedures consistently, while identifying where policy, resources or systems require review to the operations manager.
Care and Support of Residents
· Ensure assessments, support plans and risk management plans are current, proportionate, co-produced with a resident and reviewed following changes in need or risk.
· Promote residents’ dignity, privacy, choice, independence, equality and human rights, including access to advocacy, complaints and safeguarding processes.
· Ensure support records are accurate, timely, secure and suitable for legal, contractual and regulatory scrutiny.
· Promote positive approaches to distress and behaviour that may challenge, using the least restrictive and evidence-based practice.
· Maintain a safe, welcoming and inclusive environment for residents, visitors and staff, and act promptly where accommodation or support standards are not met.
· Ensure concerns about care, treatment, abuse, neglect, discrimination, confidentiality or professional conduct are addressed and escalated without delay.
Communication
· Communicate clearly and respectfully with residents, colleagues, families, advocates, commissioners and professionals, using accessible information and reasonable communication adjustments where required.
· Maintain effective multi-agency relationships and represent St Martin's professionally in meetings, reviews and external enquiries.
· Provide clear management information, reports and briefings, and ensure staff receive relevant operational updates and learning.
People Management
· Lead recruitment, induction, supervision, appraisal, attendance, capability, conduct and grievance processes in partnership with HR and in line with policy and employment law.
· Set clear expectations, allocate work fairly and manage performance using evidence, confidentiality and procedural fairness.
· Plan rotas to meet assessed service needs, contractual staffing requirements, working-time obligations and budget, escalating unsafe or unauthorised variances.
· Ensure employees complete mandatory and role-specific training and are competent to carry out delegated duties.
· Promote an inclusive culture in which staff can raise concerns, contribute ideas and access development opportunities without detriment.
· Maintain accurate HR and payroll information and protect employee personal data.
· Provide leadership, expertise and empower the Deputy Managers to drive up the standards of practice through a clearly defined and monitored supervision structure.
· Participate in providing service-based training for staff as part of local induction and in the delivery of staff workshops.
Identifying unit needs
· Use service data, audits, resident feedback, incidents and staff feedback to identify gaps in quality, capacity, skills and resources.
· Develop service improvement plans and contribute to service development and activity.
Stakeholder management
· Maintain constructive relationships with local authorities, health services, housing partners, regulators where applicable, community organisations and other stakeholders.
· Provide accurate information for monitoring and review activity and escalate material concerns, funding risks or service changes through the appropriate governance route.
· Support appropriate referral pathways and present the service accurately and professionally.
Project Management and budgets
· Manage delegated budgets, staffing expenditure and purchasing controls, ensuring value for money and timely escalation of forecast overspend.
· Work with Finance and commissioners to maintain accurate funding information and resolve payment or agreement issues.
· Ensure residents receive appropriate information and support regarding service charges, arrears or repayment plans; staff must not provide regulated financial advice.
· Produce accurate operational, workforce and performance reports and contribute to projects assigned by the Operations Manager or wider senior leadership team.
Other
Any other duties reasonably requested.
· Participate in the management of the on-call rota and respond proportionately to urgent service matters outside normal working hours.
· Work flexibly across allocated sites and, where reasonably required, support other services or deputise for senior colleagues, subject to competence, workload, health and safety and contractual arrangements.
· Carry out other duties reasonably consistent with the scope and grade of the role.
This role is subject to satisfactory pre-employment checks appropriate to the duties, including evidence of the right to work in the UK, references and the level of DBS check for which the role is legally eligible. St Martins will consider reasonable adjustments for disabled applicants and employees throughout recruitment and employment.
Person Specification
Knowledge Essential -
Good working knowledge of safeguarding adults, risk management, health and safety, confidentiality/data protection and person-centred support.
- Understanding of the legal and contractual framework relevant to supported housing and community mental health services.
- Competent use of Microsoft Word, Excel, PowerPoint, email and electronic record systems.
Experience/ Qualification Essential -
Substantial experience managing staff and delivering services for adults with complex mental health or related support needs.
- Experience managing more than one team, location or service area, including rotas, quality assurance, incidents and performance.
- Experience of budget management and partnership working with commissioners or statutory agencies.
- A Level 5 qualification in Leadership and Management for Adult Care, Health and Social Care, Housing, or an equivalent management qualification relevant to the role OR demonstrable equivalent knowledge and experience with a commitment to complete an agreed Level 5 qualification within a reasonable timeframe.
Skills Essential -
Clear written and spoken communication, with the ability to adapt information for different audiences.
- Ability to prioritise across sites, make evidence-based decisions and respond calmly to risk and operational pressure.
- Ability to supervise, coach and hold employees accountable fairly.
- Ability to analyse service data, produce reports and manage improvement plans.
Attributes Essential -
Treats people fairly and with dignity and respect, and responds sensitively to differences.
- Demonstrates integrity, professional boundaries, accountability and a willingness to challenge unsafe practice.
- Able to travel between allocated sites and participate in the on-call rota, with reasonable adjustments considered where required.
Job Types: Full-time, Permanent
Pay: £40,000.00-£50,000.00 per year
Benefits:
- Company pension
- Private medical insurance
- Sick pay
Work Location: In person
