Overview:
Hatch Merseyside CIC is a community company that delivers a number of bespoke programmes to disadvantaged and vulnerable young people across Wirral. Lead by 3 directors with a vision for supporting young people in a relatable and alternative way. Formed in 2014 we have expanded our reach over the years to now support over 1000 young people on an annual basis. Our hatch service supports the emotional wellbeing of young people aged 8-16 on a 1:1 and small group basis by teaching skills and strategies to manage anxiety, low mood and depression via our network of volunteer mentors. Hatch’s wider offer extends to our hatch youth club, summer activity programmes, parenting workshops and holiday activity days.
We are looking for a proactive, organised, and people-focused Service Delivery Lead to join our passionate hatch team. They will support the smooth day-to-day running of hatch and help ensure the high-quality delivery of programmes and services for young people and families.
This varied role involves coordinating daily operations, management of mentors and activities, overseeing referrals and safeguarding processes, and liaising with families, partners, and external agencies. As a key point of contact, they will help create a welcoming, safe, and well-organised environment for everyone accessing hatch.
The successful candidate will be a confident multitasker with strong organisational and communication skills, excellent attention to detail, and confidence using ICT systems. You will be able to manage a busy workload, work collaboratively within a team, and demonstrate a genuine passion for supporting young people and communities.
Our purpose is to build capacity within our community that develop skills and empower families to thrive. Our ‘triple A’ ethos underpins all of our early intervention programmes to maximise engagement and impact.
Accessible – Understanding our community, listening to their needs and proactively responding to the barriers they face.
Approachable – Deliberately designing and delivering services that people can relate to.
Aspirational – Challenging people to reach their potential by developing skills and positive strategies.
We can offer you the opportunity to be part of an organisation at the forefront of shaping and developing mental health support across the Wirral. You will be a key part of a team that is committed to the delivery of outstanding service and a work environment that is creative and forward thinking in supporting hundreds of young people experiencing mental health difficulties on a yearly basis.
Applicants seeking a varied, challenging and unique opportunity to further develop your career working within the mental health sector in an organisation that can genuinely impact the lives of young people can find this at Utopia.
Key Responsibilities
The Service Delivery Lead plays a central role in ensuring the smooth, safe, and inspiring delivery of hatch’s programmes and mentor experience. This role combines Service Delivery Leadership, relationship management, programme coordination, and safeguarding oversight to help create a supportive and empowering environment for young people, mentors, families, and partners.
Working closely with the Service Manager, the Service Delivery Lead will help shape and strengthen the mentor journey, coordinate high-quality programme delivery, and ensure day-to-day operations run efficiently and effectively.
Mentor Coordination, Recruitment & Development
You will lead on creating a positive, engaging, and well-supported mentor experience, from recruitment and onboarding through to ongoing development and alumni engagement. The role requires strong communication, organisation, and relationship-building skills to ensure mentors feel valued, connected, and equipped to support young people effectively.
Responsibilities include:
- Leading mentor recruitment, onboarding, and overall mentor experience
- Coordinating and supporting mentors on a daily basis, including responding to enquiries and providing guidance
- Managing mentor profiles, records, DBS processes, and data tracking
- Organising and delivering quarterly senior mentor meetings and events
- Supporting the development and delivery of the mentor recruitment strategy
- Collaborating with the Service Manager to grow and develop the mentor experience vision and strategy
Programme Coordination & Delivery
The Service Delivery Lead will help coordinate the day-to-day delivery of hatch programmes, ensuring activities are organised, engaging, and responsive to the needs of young people. This includes supporting both term-time and holiday provision, maintaining programme schedules, and helping create high-quality experiences across all activities.
Responsibilities include:
- Coordinating and managing the hatch timetable and programme schedule
- Planning and delivering activities, holiday programmes, and activity drives
- Delivering daily hatch visits and support sessions where required
- Tracking attendance across programmes, including youth club and wellbeing activities
- Supporting the delivery of Primal and Bazaar programmes as required
Safeguarding & Stakeholder Liaison
Safeguarding sits at the heart of the role. As Deputy Designated Safeguarding Lead (DDSL), you will assist in ensuring that all programmes are delivered safely and in line with organisational safeguarding policies and procedures.
You will also act as a key point of contact for families, partners, and external organisations, building positive relationships and ensuring effective communication around referrals, support, and wellbeing concerns.
Responsibilities include:
- Acting as Deputy Designated Safeguarding Lead (DDSL)
- Liaising with parents and carers regarding sessions, safeguarding concerns, wellbeing check-ins, and general enquiries
- Working with partner organisations on referrals, safeguarding matters, and programme coordination
- Supporting safe and effective programme delivery in line with safeguarding policies and best practice
Operations & Administration
This role also supports the wider operational effectiveness of the organisation through strong administration, communication, and coordination.
Responsibilities include:
- Managing day-to-day administrative tasks, including diary management, texts, and shared documents
- Supporting weekly data collection, tracking, and reporting
- Assisting with HAF programme logistics and associated data requirements
- Coordinating DBS processes for mentors and staff
Front of House & Environment
The Service Delivery Lead will help create a warm, welcoming, and well-organised environment for all young people, families, visitors, and staff. You will contribute to maintaining a space that reflects hatch’s values and supports positive experiences for everyone accessing the service.
Responsibilities include:
- Welcoming young people, families, and visitors to hatch
- Supporting front-of-house communication and engagement
- Ensuring spaces remain safe, organised, and welcoming
Requirements
- GCSE Math’s, English and ICT, minimum grade 4 or equivalent
- Full Clean UK driving License and ability to use own vehicle
- Ability to build positive relationships with vulnerable young people with a range of mental health needs
- Experience of dealing with sensitive and confidential information
- A high level of organisational skills.
- Ability to work independently and manage own workload.
- Excellent communication and interpersonal skills
- Knowledge of Safeguarding and Child Protection procedures.Sound IT skills including use of Word, PowerPoint, ExcelA genuine care for young people who have experienced difficulties throughout their lives and a desire to support them in achieving successful outcomes.
Job Types: Full-time, Permanent
Pay: £24,272.00-£30,748.00 per year
Benefits:
- Additional leave
- Casual dress
- Company pension
- Free parking
- Health & wellbeing programme
- On-site gym
- On-site parking
- Transport links
Experience:
- Administrative: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
