The purpose of this role:
This role is responsible for the leadership, performance, and integration of the Caseworker team and the Practical Team administrative function. The postholder ensures that both functions operate as a coordinated service, with effective systems, processes, and workflows in place and consistently adhered to. The role ensures high-quality, timely, and person-centred service delivery, enabling clients to remain safe, independent, and supported in their own homes. High quality advice and guidance are key to this role and adhering to the Advice Quality Standard framework (AQS).
Currently the team is 14 members of staff, but this may increase subject to operational demand and new business development opportunities.
Key Responsibilities:
- Provide leadership and accountability for both the Caseworker team and the Practical Team administrative function, ensuring alignment of priorities, workloads, and service standards.
- Ensure the values of Care & Repair North East Wales are front and center within all aspects of service delivery.
- Ensure effective coordination between casework and administrative processes, delivering a seamless end-to-end service for clients.
- Take ownership of the operating model across both functions, ensuring roles, responsibilities, and workflows are clearly defined and consistently applied.
- Review referrals, assess risk and urgency, and allocate work appropriately based on capacity, geography, and complexity.
- Monitor caseloads, workflow, and service demand, making adjustments to maintain safe, effective, and timely service delivery.
- Ensure the Caseworker team operates effectively, with clear caseload management, adherence to processes, and high standards of service delivery in line with organisational and commissioner expectations.
- Provide leadership and oversight for safeguarding, ensuring concerns are identified, escalated, recorded and managed in line with organisational and statutory requirements.
- Maintain High quality advice and guidance ensuring continuous staff development
- Oversee the Practical Team administrative function, ensuring efficient coordination of referrals, scheduling, documentation, invoicing, and workflow tracking.
- Ensure administrative processes effectively support caseworkers and service outcomes.
- Take ownership of designing, implementing, and maintaining effective systems, processes, and procedures across both functions.
- Ensure systems and processes are consistently adhered to, monitored, and continuously improved.
- Supervise and coaching staff through regular supervision, performance monitoring, and development support.
- Manage HR-related responsibilities including attendance, leave, training compliance, and wellbeing.
- Experience in managing and monitoring budgets to ensure we are providing value for money.
- Have a financial understanding of income and expenditure.
- Ensure robust Health & Safety and lone‑working arrangements are in place, monitored, and adhered to across all home‑visiting and practical services.
- Collaborate with colleagues to ensure that contractors and subcontractors, provide quality works and services and adhere to health and safety standards.
- Ensure accurate records, reporting, and data management systems are maintained.
- Produce reports on performance, outcomes, risks, and service improvements.
- Ensure compliance with organisational policies, governance requirements, and relevant legislation.
- Ensure compliance with data protection, confidentiality and information governance requirements across all casework and administrative processes.
- Work collaboratively with partners and stakeholders to support strategic objectives and continuous improvement.
- Assist the CEO and Head of Operations as required, to secure new contracts of work and develop services and potential new streams of income.
Person Specification
- Experience managing or supervising staff and coordinating workloads in a busy service environment.
- Strong organisational and prioritisation skills with the ability to manage competing demands.
- Significant understanding of issues facing older and vulnerable people in their own homes
- Experience or knowledge of casework, housing, adaptations, or related services.
- Significant safeguarding expertise with the ability to lead, oversee and assure safe practice across the service.
- Commitment to equality, diversity and inclusive service delivery.
- Ability to assess risk, make decisions, and escalate concerns appropriately.
- Working within quality frameworks like AQS, Trusted Standard, etc. an advantage
- Confident using a range of IT systems, databases, and Microsoft Office applications.
- Ability to monitor staff and service performance and use data to drive improvement.
- Ability to work collaboratively with local authorities, health partners, housing teams and third‑sector organisations to support coordinated service delivery.
- Strong communication and relationship-building skills.
- Detailed understanding of compliance, governance, and quality assurance.
- Experience developing or maintaining systems and processes.
- A values-led, trauma informed, person-centred approach to service delivery.
- Excellent problem-solving skills and ability to drive service efficiency.
- Ability to develop a high‑performing team through clear expectations, coaching and effective performance management.
To view the full recruitment pack please go to https://careandrepair.org.uk/vacancies/service-manager/
To apply for this role:
Please send an up-to-date copy of your CV and a cover letter including:
· Introduction
· Why you are applying for the job role
· Using the job specification, how you meet the criteria for the role.
Please note if you do not provide a cover letter/ personal statement your application cannot be considered.
Applications should be addressed to Amanda Lonsdale at [email protected] The deadline is Monday 22nd June 2026 at 5pm.
Any enquiries please contact [email protected].
Pay: £40,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
