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