Hostel Service Manager
Supported Housing | Squared Homes
Contract: Permanent
Salary: £40,000 – £42,500 per annum (depending on experience)
Hours: 37 hours per week (Monday to Friday) Participating in a planned on-call rota with Team Leaders, including evenings, weekends and bank holidays, responding to emergency incidents and providing timely advice, direction and decision-making.
Location: Luton (agile working across our supported housing properties)
Essential Car User Allowance paid in addition to mileage reimbursement
About Squared
Squared is a not-for-profit housing association supporting communities across Luton and South Bedfordshire since 1962. We are a welcoming, inclusive organisation where people feel valued, supported and empowered to make a real difference.
Our Benefits
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33 days annual leave (including bank holidays), increasing with service (up to 38 days)
- Option to buy or sell up to 5 days leave
- Free Health Cashplan (after probation)
- Canada Life WeCare Employee Assistance Programme
- Pension scheme (Squared contributes 1.33% of employee contribution up to 8%)
- Life Assurance
- Personal Accident Cover
- Staff benefits portal with shopping discounts
- Essential Car User Allowance (in addition to mileage payments)
- Flexible, supportive working approach
About Supported Housing
Supported Housing is a vital part of Squared Housings service delivery. We provide tailored support to Luton residents living in our temporary and shared accommodation. Adopting a person-centred coaching approach, we aim to empower customers to help themselves in a secure, safe and stable environment. With the appropriate support, we work towards customers achieving their own best potential and enabling a smooth transition into successful independence in the community.
About the Role
Supported Housing is a crucial part of the business. As a Service Manager you will have responsibility for oversight of the ongoing management of; The secure, safe and supported accommodation provided to all by the ‘Team Leaders’ and ‘Support Coaches’ to deliver the best possible outcomes for our customers.
Excelling in both written and verbal communications, you will be responsible for leading the Hostel Services Team, ensuring our customers receive only excellent service.
You will promote and ensure a psychologically informed way of working by all to provide a service which is flexible and adaptive to the changing needs of customers and the team.
You will lead your team, empowering them to work collaboratively to provide consistent boundaries and a trauma informed approach to practical honest support, good housing management and strong financial control; working closely with our Independent Living Housing Services’ team you will ensure the seamless provision of a complete housing and support solution to our customers throughout their personal journey with Squared.
Working with Luton community support groups, LBC, partner agencies and our internal organisational expertise, you will be responsible for ensuring your team have the tools, support and adequate resource to provide a safe environment in which to build a customer’s confidence and promote opportunities for positive change and development.
You will be expected to set clear objectives for your team delivering measured outcomes for the business as you build on your personal development and as the role evolves.
You will report directly to the Head of Homes providing headline information with highlights of key business drivers, opportunities and threats to the ongoing success of the service and wider organisation.
What You’ll Be Doing
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Having full oversight of the ongoing management of the secure, safe and supported accommodation provided to all customers by the Team Leaders and Support Coaches to deliver the best possible outcomes for our customers.
- Taking full line management responsibility for the mentoring, supervision and development of the Hostel Services Team Leaders, Hostel Coordinator, and specialist tendered services Support Coaches.
- Being responsible for ensuring the support and supervision delivered by the Team Leader and Support Coaches under them is relevant, responsible and follows best practice establishing and addressing learning and development needs.
- Working in collaboration with the Head of Homes and leadership team to contribute to the development and delivery of the ‘Homes with Support’ strategy and wider business objectives.
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Evaluating operational practices with due regard to risk, statutory and regulatory requirements and best practice to help improve the delivery of the business plan to drive continuous improvement and security.
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Identifying and assess opportunities for operational innovation and continuous service improvements, including working practices and data management.
- Overall responsibility for streamlining and reviewing processes to increase output without increasing cost.
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Taking overall responsibility for the monitoring the management of void levels, rent collection, rent arrears and other key performance indicators; taking action to ensure targets are met and relevant Squared policies and procedures are followed.
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Oversight of ensuring risk issues are identified by the Team Leaders, cases are proactively managed safely, and Support Coaches are working collaboratively with customers and stakeholders to give the best outcomes.
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Ensuring safeguarding issues are addressed in accordance with Squared’s Safeguarding policy while acting as the joint Senior Safeguarding Lead for the organisation.
- Ensuring all complaints are effectively dealt with, managed professionally by the team and monitored in line with Squared policies with the complainant kept informed at all times.
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Taking overall responsibility for ensuring that effective systems and procedures to support customers in their tenancies are established and maintained by the team. This will include undertaking internal audits; ensuring that up to date and accurate records, focused on tenancy sustainment, support, good housing management and strong financial control.
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Taking the lead liaising with all relevant external agencies, local authorities and other partners, including other Squared departments and stakeholders; to achieve high levels of customer satisfaction with our services, along with identifying grant and tender opportunities, and contributing to the preparation and delivery of the tender submission.
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Attending networking and partnership meetings to gain support and ideas from external organisations. Promoting the organisations services to the wider community.
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Keeping up to date with legislation affecting the service; ensuring that the services comply with relevant legislation and regulatory requirements, policy and good practice in respect of day-to-day operation.
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Escalating cases through legal frameworks as necessary; including attending and representing the organisation as a landlord in court and all solicitor communication as required.
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Accountability for the overall budget and income management of your services and your team’s responsibility for delivery. You will maintain regular reviews, checks and balances to ensure progress against targets. You will take an active role in rent and service charge reviews, internally and externally of the organisation.
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Accountability for identifying, setting, measuring and monitoring key performance indicators for your services ensuring your team are fully engaged in the performance objectives that are required to deliver them.
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Taking overall responsibility for producing regular performance monitoring reports internally and externally, acting where performance improvement is required, being responsible for meeting any requirements highlighted through audits and reporting to the leadership team on a regular basis.
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Working closely with the Hostel Coordinator and Finance department to ensure sound income management and accurate well managed customer accounts and tenure.
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Working closely with the Landlord and Property Service team to ensure the correct management of voids, repairs and compliance.
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Ensuring your team are equipped to fully informed the residents of their rights and responsibilities regarding the service and are enabled and empowered to participate in service improvements.
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Managing your teams understanding and adherence of all Squared’s policies and procedures, including health and safety, compliance, business continuity planning and fairness.
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Always acting in accordance with the Squared values - being a champion of a values led culture and an ambassador for the organisation.
About You
We’re looking for someone who is:
You will play an integral role in the ongoing development and success of Squared as we develop and grow as an organisation.
As a Service Manager, excelling in both written and verbal communications, you will have to be driven, well-motivated and possess the skills, knowledge and determination to lead a team. You will insist on a commitment to meet the needs of the business and our customers though the delivery of well-planned, high-quality services.
You will be a proactive and motivated, hard-working self-starter. You will be organised, efficient, able to work quickly and accurately under pressure whilst always maintaining excellent customer care. You will be resilient in the face of challenges, with a positive outlook and ability to motivate others.
You will be willing to go the extra mile to get the job done!
The table below details the essential and desirable qualifications, knowledge, experience, and skills you will need to perform in the role successfully. Our selection process will be based on assessing you against this criterion and how you fit with the required behaviours and values.
Essential
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Strong management experience within social care, housing, supported accommodation, or a related support service environment.
- Proven experience of leading, motivating and developing high-performing teams to achieve positive outcomes.
- Experience of working with vulnerable people and supporting individuals to maximise their independence and wellbeing.
- Excellent leadership, communication and relationship-building skills, with the ability to build trust with residents, colleagues and external partners.
- Strong understanding of social issues including homelessness, wellbeing, support services and affordability challenges.
- Ability to analyse data and performance information to identify trends, improve services and support decision-making.
- Excellent problem-solving, decision-making and organisational skills, with the ability to manage competing priorities effectively.
- High levels of emotional intelligence, empathy, resilience and the ability to maintain professional boundaries.
- Good IT and digital literacy skills, including the ability to use systems, manage records and produce reports.
- Full UK driving licence and access to a vehicle for work-related travel.
Desirable
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Relevant qualification in social care, counselling, psychology, leadership or a related field.
- Advanced safeguarding qualification or specialist safeguarding training.
- Experience of developing and improving services to maximise customer outcomes and organisational performance.
- Experience of delivering one-to-one support and/or facilitating therapeutic or group-work interventions.
- Knowledge of welfare rights, welfare benefits and wider support provision.
- Experience of working collaboratively with local authorities, commissioners and partner agencies.
- Experience of identifying and supporting grant-funded opportunities or externally funded projects.
- Coaching and mentoring skills, with experience of developing individuals and teams through coaching approaches.
- Experience of managing budgets, delivering value for money and understanding commercial considerations within service delivery.
- Experience of writing, reviewing or implementing policies and procedures, alongside strong project management skills.
What Will Make You Stand Out
You'll embody Squared's values by being customer-focused, solutions-driven and committed to continuous improvement. Your ability to lead with empathy, build strong partnerships across the community and deliver safe, high-quality services that transform lives will set you apart from other applicants.
Why Work With Us?
At Squared, you’ll be part of a values-driven organisation where your work has genuine impact.
If you’re looking for a role where you can make a difference, develop your skills and work within a supportive and forward-thinking team, we’d love to hear from you.
Timeline of events:
We do reserve the right to close the job advert early depending on the number of applicants.
Squared is a not-for-profit housing association that has been providing affordable housing in Luton and South Bedfordshire since 1962. We strive to find ways to continuously develop and grow with our tenants and residents needs at the heart of everything we do. We are proud to support the local community and embrace its diversity. Our aim is to empower individuals to make choices about their lives on their journey to lead fulfilled, independent lives, through an innovative approach to tackling local housing needs and homelessness. We don’t just give people a key, we offer on-going support to unlock their potential. We don’t just give advice; we offer genuine warmth and non-judgmental care. We don’t just provide business services; we offer expert consultancy and management. We provide homes for independent living and homes with support in Luton and Central Bedfordshire. To complement this work, we also run a lettings service for private landlords; a social enterprise inspired cleaning and gardening service; and an employee excellence focused HR consultancy - People Excellence. Every day, the people on our team make a difference to our customers. Whether they’re working with them directly or supporting behind the scenes they’re helping them regain their independence and live more fulfilled lives. As we expand our services, we’re also helping other businesses to thrive. This continued positive impact on our customers is extremely important to us and our success, and we can only achieve it by finding the right people to work with us. We look for people who share our ambitious, forward-thinking outlook and supportive, hardworking approach. If you join us, we’ll invest in you and continue to nurture your potential to help you achieve great things for you, us and – most importantly – our customers. We strongly believe in providing a working environment which recognises individuals’ differing needs, therefore encouraging a work/life blend is key to us.
