Service Manager

PURPOSE OF THE ROLE

The Service Manager is responsible for the operational leadership and day-to-day management of multiple supported living services based in Manchester providing high-quality, person-centred support to adults with complex and challenging needs. You will ensure the service is safe, effective, caring, responsive, and well-led, in line with the Care Quality Commission (CQC) fundamental standards and Prudent Supported Living organisational values.

You will champion trauma-informed and Positive Behavioural Support (PBS) approaches, foster a compassionate and skilled workforce, and take ownership of the services and contractual performance. This role is pivotal in shaping the culture of the service and driving continuous improvement.

KEY RESPONSIBILITIES

Leadership & People Management

• Provide inspirational, values-driven leadership to a team of Support Workers, Senior Support Workers, and Deputy Managers, embedding a positive and inclusive team culture.
• Recruit, induct, supervise, and appraise staff in accordance with organisational HR policies, ensuring consistent performance standards.
• Manage rotas, absence, and deployment of staffing resources effectively to meet the needs of the people we support.
• Identify learning and development needs, facilitating access to relevant training including trauma-informed care, PBS, and mental health awareness.
• Lead regular team meetings, reflective practice sessions, and individual supervision aligned to PBS frameworks.
• Manage conduct, capability, and grievance matters in collaboration with HR, acting fairly and in line with policy.

Trauma-Informed & PBS Practice

• Ensure the service operates in accordance with trauma-informed principles, recognising the impact of adverse experiences on the individuals we support.
• Oversee the development, implementation, and review of individual PBS plans in collaboration with behaviour support specialists, clinical professionals, and families/carers.
• Promote a proactive approach to positive risk-taking, supporting people to lead fulfilling, self-determined lives.
• Model and embed de-escalation, emotional regulation, and least-restrictive practice throughout the team.
• Monitor and review incident data, restrictive interventions, and behavioural patterns, using this to inform reflective practice and service improvement.
• Liaise with clinical and multidisciplinary teams to ensure integrated, holistic support planning.

Quality, Compliance & Safeguarding

• Ensure the service is managed in full compliance with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and associated CQC standards.
• Maintain up-to-date knowledge of relevant legislation, including the Mental Capacity Act 2005, Mental Health Act 1983 (and 2007 amendments), and GDPR.
• Act as a safeguarding lead within the service, managing concerns in line with local authority safeguarding procedures and the organisation's safeguarding policy.
• Conduct regular audits of care records, risk assessments, medication management, and support plans, actioning findings promptly.
• Prepare for and participate in CQC inspections, commissioners' monitoring visits, and internal quality assurance processes.
• Ensure incidents, near misses, and complaints are reported, investigated, and learned from in a transparent manner.

Person-Centred Support

• Ensure each person supported has a comprehensive, up-to-date support plan and risk assessment that reflects their needs, goals, and aspirations.
• Actively involve service users, families, and advocates in planning, reviewing, and improving support arrangements.
• Monitor the lived experience of people using the service through regular engagement, observation, and analysis of outcomes.
• Champion equality, diversity, and inclusion, ensuring the service meets the needs of individuals from all backgrounds.

Operational Management

• Oversee all aspects of the day-to-day operation of the service, ensuring a safe, well-maintained, and person-centred environment.
• Maintain thorough and accurate records in line with legal requirements and organisational policy.
• Ensure vehicles, properties, and equipment are maintained in good working order and compliant with health and safety requirements.
• Participate in on-call arrangements and provide managerial cover as required.

PERSON SPECIFICATION

Experience managing a supported living or residential service for adults with mental health and complex needs

Demonstrable knowledge and application of trauma-informed practice principles

Experience developing or overseeing PBS plans and working alongside behaviour support professionals

Proven track record of managing, supervising, and developing a staff team

Strong understanding of CQC regulatory framework and care quality standards

Experience managing service budgets and reporting to commissioners

Sound knowledge of relevant legislation, safeguarding frameworks and Standards

Experience leading safeguarding investigations and managing complex risk

Excellent verbal and written communication skills

IT literacy including care management systems and Microsoft Office

Rota management experience

Experience managing on-call responsibilities

Full UK driving licence and access to own vehicle

QUALIFICATIONS & TRAINING

Minimum Requirements:

• Level 5 Diploma in Leadership for Health and Social Care (or willingness to work towards this within an agreed timescale).
• Up-to-date training in: Safeguarding Adults, Mental Capacity Act, Medication Administration, First Aid, and Health & Safety.
• Trauma-informed care training or equivalent CPD in this area (is desirable)

Commitment to Continuing Professional Development:

The successful candidate will be supported to undertake relevant CPD and is expected to maintain up-to-date knowledge of legislation, best practice, and sector developments relevant to complex mental health and supported living.

OUR VALUES

We expect all employees to demonstrate our organisational values in everything they do:

• Empowerment – We invest in our people, so they can provide exceptional care, helping individuals build confidence and independence.
• Innovate – Our in-house experts, from CBT practitioners to specialist trainers, use cutting edge approaches to create personalised, forward-thinking support that meets diverse and complex needs.
• Care – We provide unwavering support, ensuring each individual feels seen, heard and valued on their journey to independence.
• Inspire – Our team is dedicated to inspiring those we support to embrace new possibilities, fuelling their belief to turn their aspirations into achievements.
• Collaborate – true transformation happens when we work together. By bringing together individuals, families and professionals. We create a seamless person-centred support network, that drives meaningful change

Pay: £40,000.00-£45,000.00 per year

Benefits:

• Company pension
• Health & wellbeing programme
• On-site parking

Experience:

• Management in health and social care/behavioural support.: 1 year (required)

Language:

• English (required)

Licence/Certification:

• Level 3 in Health and Social Care (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person