Service Manager

Job Description

Reports to: Operational Manager

Managerial accountability: Community teams across locality

Purpose of Role: Working collaboratively with Carers and the team, the Service Manager will lead on creating and delivering an innovative and engaging service which meets the needs of Carers across Hackney & Newham.

Job Overview The Service Manager will

1. Lead on the delivery of an innovative service for carers across Hackney & Newham, working in coproduction with carers and other teams across Carers First to create a culture of continuous learning, identifying gaps and developing new initiatives.

2. Cultivate and maintain relationships with key stakeholders, identifying and developing new partnership opportunities to create better outcome for carers.

3. Be an active member of Carers First management team in supporting staff, working collaboratively with other Service Managers and the Senior Leadership Team to drive the organisational strategy forward.

Responsibilities and Duties

1. Lead on the delivery of an innovative service for Carers across Hackney & Newham, working in coproduction with carers, to create a culture of continuous learning, identifying gaps and developing new initiatives. • Be a transformational leader, leading by example to deliver the core contract, engaging, and collaborating with carers, the community teams, and local commissioners. • Work in coproduction with carers consulting with them to identify their needs and to find and develop shared solutions, attend carer forums. • Identify gaps in service provision and create opportunities for developing new innovations, seeking additional funding to add value to the core contract. • Create a service which is inclusive and supports the needs of all carers, enabling the team to build a strong knowledge of the cultural and social differences within the localities to ensure an appropriate approach to support is provided. • Create a culture of continuous learning through developing and empowering your team, providing effective management, support, and guidance in accordance with Carer Firsts policies and procedures. • Ensure team members are properly recruited and appropriately managed, motivated, developed, in accordance with Carers First policies. • Demonstrate the impact of the service through monitoring, analysing, and evaluating performance against KPI/ contracts, providing detailed management information reports, monthly, quarterly, and annually to evidence performance, identify issues and solutions and drive continuous improvement. • Manage the service budget in line with Carers First financial policies and processes. • Ensure safeguarding is everyone’s priority, leading the team to ensure adherence with Carers First Safeguarding policy and in accordance with national guidance. Proactively participate in Carers First Safeguarding board. 2. Cultivate and maintain relationships with key stakeholders, identifying and developing new partnership opportunities to create better outcome for carers. • Create a network of partners across the local area, forging and sustaining strong, positive, and productive relationships with Commissioners, partner organisations, funders, and key stakeholders. Developing robust and effective stakeholder engagement maps. • Working collaboratively with key stakeholders in Hackney & Newham, identify gaps in service provision for Carers, working across the network to support carers needs. • Raise the Carers profile across the local area developing and maintaining Carers First excellent reputation, representing the charity professionally and with integrity. • Keep abreast of developments within social care and health. • Ensure all external communications to carers, partners and stakeholders are in line with the Carers First brand, values, and ethos. 3. Be an active member of Carers First management team in supporting staff, working collaboratively with other service managers and the senior leadership team to drive the organisational strategy forward. • Work with the Operations Manager and Director of Services to implement a consistent service offer to carers across the organisation and embed this within Hackney & Newham • Proactively collaborate with Service Managers across Carers First, sharing best practice and insight, attending operational meetings and the organisation wide management group. • Play an active role in shaping and delivering the organisational strategy in partnership with the Senior Leadership Team, developing and implementing transformational delivery plans across the local service.

These are the normal duties that are required for this position. However, it is necessary for all employees to be flexible, and there maybe requirements, from time to time, to perform other duties as may be required for the efficient running of the charity.

This Job Description is non-contractual, it will be subject to reviews and may change.

The postholder will take responsibility to integrate safeguarding into all aspects of their work, complying with organisational policies and frameworks. The postholder will be expected to ensure that their work complies with contractual terms and conditions, the charity’s policies and procedures and key legislation, including the General Data Protection Regulation (GDPR) and charity law.

Person Specification

Education • Degree or 2 years equivalent relevant experience • Level 3 Safeguarding training - desirable Skills and Experience Leadership and management • Experience of leading and managing a remote team, with the ability to develop and empower individuals to be their best • Experience of managing and implementing change, with a demonstrable ability to identify and introduce new initiatives and deliver on these • In depth experience and working knowledge of leading on safeguarding across an organisation • Evidence of managing contracts and achieving or exceeding contractual requirements Communication and stakeholder engagement • Evidence of the ability to network, develop and sustain joint work between agencies, including establishing good working relationships • Evidence of working in coproduction and developing innovations to meet the needs of carers • Demonstrable strong written and verbal communication skills; to be able to write reports, deliver presentations and to communicate with stakeholders in a clear and effective way • Ability to build positive and constructive working relationships with colleagues at all levels across the organisation Personal qualities • Ability to demonstrate an understanding of and commitment to the goals and values of the charity • Demonstrate a level of professional credibility, integrity, and emotional resilience • Self-motivated, able to work flexibly, whilst maintaining good work/life balance

Job Title: Service Manager

Salary: £33,330 per annum

Contract: Permanent

Hours: 37 Hours

Location: Hybrid - Croydon

Carers First is a charity that works directly with, and for unpaid carers, providing personalised information, advice and tailored support making it easier for those caring for someone else to continue living their lives to the fullest.

We have a committed, dedicated staff team and you could be just the person we are looking for to join us to make that valuable difference in carer’s lives. We live and work through our values in all that we achieve by being positive, collaborative and ambitious and we have clear plans to scale our reach, support and impact for carers.

About this role

• The Service Manager will provide strategic leadership in the development and delivery of an innovative, high-quality service for carers across Croydon.
• Working collaboratively with carers and colleagues, the role will drive continuous learning, service improvements, and strong partnership engagement to ensure that carers receive meaningful and responsive support.

About you

• You are a dedicated and experienced leader with a passion for making a tangible difference in the lives of carers.
• With a proven ability to manage and inspire teams, you thrive in a dynamic environment where innovation and collaboration are key.
• Your strong communication skills enable you to build strategic partnerships and work effectively with stakeholders to drive positive change.
• With a commitment to continuous learning and service excellence, you ensure that carers receive the support they need to lead fulfilling lives.

We are looking for passionate people who are committed to the overall aims and objectives of the Charity.

Carers First is committed to providing a supportive, vibrant, diverse and inclusive workplace where everyone can thrive.

Carers First Can Offer You

In return for your contribution, we have an amazing package of staff benefits including 26 days annual leave entitlement which increases with length of service, flexible working options, paid carers leave, access to our work-place pension, staff discount scheme, employee assistance programme and a Benenden Healthcare package.

Whatever you are aiming to achieve in your career, we are here to encourage, help and support you grow, through our excellent training and development programmes.

How to apply

To apply for our exciting opportunity and make a real difference to the lives of carers, click on the ‘Apply Now’ button to begin your application.

Appointments are subject to Carers First receiving an appropriate disclosure from the Disclosure and Barring Service that we consider acceptable.

Interview

All successfully shortlisted candidates will be invited to an in-person interview which will also include a 15-minute presentation.

Closing date: Sunday, 30 November 2025 at 23:59 hours

Interview date: Monday, 08 December 2025

Carers First is an Equal Opportunities Employer

Positive Collaborative Ambitious