Your Place
REPORTING TO: Head of Services RESPONSIBLE FOR: Team Leaders and other service-based roles as required PURPOSE OF POSITION The Service Manager will have overall responsibility for the operational leadership, quality, performance and contract delivery of both the LB Newham Core and the Intensive Support Accommodation contracts. The role will ensure a joined-up support pathway for residents with low, medium, high and complex support needs, promoting safety, stabilisation, independence, move-on and long-term tenancy sustainment. The post-holder will lead staff teams to deliver high-quality, trauma-informed, strengthsbased and person-centred support for vulnerable single homeless adults, including residents with multiple disadvantage, high levels of risk and complex support needs. The role will set, monitor and embed clear resettlement and support standards, ensuring residents receive consistent assessment, support planning, risk management, move-on preparation and tenancy sustainment support. The role will be accountable for safeguarding, housing management, performance reporting, quality assurance, partnership working, commissioner confidence and continuous service improvement. What makes this role different Lead the full move-on journey, from pre-tenancy preparation to sustaining community accommodation, ensuring residents receive timely, effective support. Combine trauma informed support, tenancy sustainment, homelessness prevention, partnership working and values-led leadership to help residents build independence. Work with Resident Services, Intensive Housing Management team. landlords, commissioners and agencies to prevent repeat homelessness and improve outcomes. Lead with purpose, strengthen practice and model a learning culture rooted in Growth, Inclusion, Collaboration and Compassion. The role will require participation in the on-call rota and occasional evening and weekend work in line with service needs. RESPONSIBILITIES & ACCOUNTABILITIES Key Responsibilities Lead the delivery supported accommodation contracts in line with commissioner expectations, contract requirements, organisational policies and agreed performance standards. Provide clear management oversight of service quality, safety, safeguarding, risk, incidents, complex cases and escalation. Ensure residents receive effective assessments, risk management, support planning, move-on planning and outcome-focused reviews. Set and maintain clear resettlement standards across the service, ensuring residents are supported to develop independent living skills, secure appropriate move-on options and sustain accommodation after leaving the service. Ensure support standards are consistently applied, including timely assessments, person-centred support plans, regular key work, outcome-focused reviews, accurate case recording and clear escalation of risk or non-engagement. Promote trauma-informed, strengths-based and psychologically informed practice across the service. Work closely with the Intensive Housing Management team to oversee housing-related support, including referrals, placements, rent accounts, Housing Benefit claims, arrears prevention, voids, licence or tenancy obligations, move-on and tenancy sustainment. Ensure the intensive supported accommodation service provides safe, responsive and proportionate support for residents with complex needs and high levels of risk. Monitor performance against contract indicators, including outcomes, safeguarding, engagement, rent accounts, move-on, tenancy sustainment, voids and resident feedback. Prepare accurate reports, evidence and performance commentary for commissioner monitoring, audits, inspections and service reviews. Lead, develop and support staff to work as one team while maintaining service-specific boundaries, contractual standards, professional accountability and Your Place values. Maintain effective staffing arrangements, including cover for key working, weekend, out-of-hours and intensive provision requirements. Build strong partnerships with commissioners, Adult Social Care, health services, substance misuse services, criminal justice partners, housing providers and community agencies. Use service data, resident feedback and quality assurance activity to drive improvement, demonstrate impact and evidence value for money. Work closely with the Quality Assurance Manager and Impact Manager to use performance data, quality assurance findings, resident feedback and outcome measures to identify trends, strengthen practice and drive continuous service improvement. Work flexibly to respond to urgent operational issues, safeguarding concerns, incidents, commissioner requests and service pressures. Embed person-centred practice and meaningful co-production with residents, ensuring services are shaped by lived experience and aligned with Your Place values of Growth, Inclusion, Collaboration and Compassion PERSON SPECIFICATION The successful candidate will bring the experience, knowledge, leadership skills and values needed to manage high-quality supported accommodation services and contribute effectively to the wider Your Place team. Essential Criteria Experience managing or supervising staff in supported housing, homelessness, social care, community support or a similar setting. Ability to lead change, improve practice and support staff through service development. Experience supporting vulnerable homeless adults, rough sleepers or people facing multiple disadvantage. Strong understanding of risk, safeguarding, trauma, mental health, substance misuse, tenancy sustainment and move-on barriers. Experience leading services that manage challenging behaviour, anti-social behaviour, safeguarding concerns, tenancy breaches, arrears or complex risk. Experience of contract management, performance monitoring, quality assurance, reporting and service improvement. Good understanding of housing management, including arrears, voids, tenancy or licence breaches, maintenance, health and safety, and property-related risk. Ability to analyse performance information, identify risks and trends, produce clear reports and use data to drive improvement. Experience building constructive relationships with commissioners, statutory services, voluntary sector partners and internal stakeholders. Knowledge of person-centred, strengths-based, trauma-informed and psychologically informed support. Knowledge of safeguarding adults, mental capacity, confidentiality, professional boundaries, data protection, equality and diversity, and complaints handling. Excellent written and verbal communication skills, including clear reports, briefings and monitoring returns. Commitment to resident involvement, co-production, equality, diversity, inclusion and anti-discriminatory practice. Desirable Criteria Experience managing commissioned homelessness or supported accommodation contract. Experience working within or alongside London local authority homelessness pathways. Experience of managing voids, referrals, move-ins, move-outs and partnership-based accommodation arrangements. Experience of using Home Star, In-Form, Pyramid or equivalent systems to monitor support, tenancy sustainment, risk, outcomes and case recording. Experience preparing for audits, inspections, commissioner reviews or contract monitoring meetings. Experience leading services through mobilisation, remodelling, restructure or improvement planning. Aptitude and Behaviours confidently use performance data, resident feedback and quality assurance learning to improve outcomes and value for money. Provides values-led leadership and communicates clearly with staff, residents, commissioners and partners. Use written, numerical and performance information to make sound, accountable and compliant decisions. Involving and Including Embeds resident involvement and promotes dignity, choice, equality, inclusion and cultural competence. Build and develop a high-performing team through clear direction, supervision, support and accountability. Appointment is subject to an enhanced DBS check, satisfactory references and the right to work in the UK
REPORTING TO: Head of Services RESPONSIBLE FOR: Team Leaders and other service-based roles as required PURPOSE OF POSITION The Service Manager will have overall responsibility for the operational leadership, quality, performance and contract delivery of both the LB Newham Core and the Intensive Support Accommodation contracts. The role will ensure a joined-up support pathway for residents with low, medium, high and complex support needs, promoting safety, stabilisation, independence, move-on and long-term tenancy sustainment. The post-holder will lead staff teams to deliver high-quality, trauma-informed, strengthsbased and person-centred support for vulnerable single homeless adults, including residents with multiple disadvantage, high levels of risk and complex support needs. The role will set, monitor and embed clear resettlement and support standards, ensuring residents receive consistent assessment, support planning, risk management, move-on preparation and tenancy sustainment support. The role will be accountable for safeguarding, housing management, performance reporting, quality assurance, partnership working, commissioner confidence and continuous service improvement. What makes this role different Lead the full move-on journey, from pre-tenancy preparation to sustaining community accommodation, ensuring residents receive timely, effective support. Combine trauma informed support, tenancy sustainment, homelessness prevention, partnership working and values-led leadership to help residents build independence. Work with Resident Services, Intensive Housing Management team. landlords, commissioners and agencies to prevent repeat homelessness and improve outcomes. Lead with purpose, strengthen practice and model a learning culture rooted in Growth, Inclusion, Collaboration and Compassion. The role will require participation in the on-call rota and occasional evening and weekend work in line with service needs. RESPONSIBILITIES & ACCOUNTABILITIES Key Responsibilities Lead the delivery supported accommodation contracts in line with commissioner expectations, contract requirements, organisational policies and agreed performance standards. Provide clear management oversight of service quality, safety, safeguarding, risk, incidents, complex cases and escalation. Ensure residents receive effective assessments, risk management, support planning, move-on planning and outcome-focused reviews. Set and maintain clear resettlement standards across the service, ensuring residents are supported to develop independent living skills, secure appropriate move-on options and sustain accommodation after leaving the service. Ensure support standards are consistently applied, including timely assessments, person-centred support plans, regular key work, outcome-focused reviews, accurate case recording and clear escalation of risk or non-engagement. Promote trauma-informed, strengths-based and psychologically informed practice across the service. Work closely with the Intensive Housing Management team to oversee housing-related support, including referrals, placements, rent accounts, Housing Benefit claims, arrears prevention, voids, licence or tenancy obligations, move-on and tenancy sustainment. Ensure the intensive supported accommodation service provides safe, responsive and proportionate support for residents with complex needs and high levels of risk. Monitor performance against contract indicators, including outcomes, safeguarding, engagement, rent accounts, move-on, tenancy sustainment, voids and resident feedback. Prepare accurate reports, evidence and performance commentary for commissioner monitoring, audits, inspections and service reviews. Lead, develop and support staff to work as one team while maintaining service-specific boundaries, contractual standards, professional accountability and Your Place values. Maintain effective staffing arrangements, including cover for key working, weekend, out-of-hours and intensive provision requirements. Build strong partnerships with commissioners, Adult Social Care, health services, substance misuse services, criminal justice partners, housing providers and community agencies. Use service data, resident feedback and quality assurance activity to drive improvement, demonstrate impact and evidence value for money. Work closely with the Quality Assurance Manager and Impact Manager to use performance data, quality assurance findings, resident feedback and outcome measures to identify trends, strengthen practice and drive continuous service improvement. Work flexibly to respond to urgent operational issues, safeguarding concerns, incidents, commissioner requests and service pressures. Embed person-centred practice and meaningful co-production with residents, ensuring services are shaped by lived experience and aligned with Your Place values of Growth, Inclusion, Collaboration and Compassion PERSON SPECIFICATION The successful candidate will bring the experience, knowledge, leadership skills and values needed to manage high-quality supported accommodation services and contribute effectively to the wider Your Place team. Essential Criteria Experience managing or supervising staff in supported housing, homelessness, social care, community support or a similar setting. Ability to lead change, improve practice and support staff through service development. Experience supporting vulnerable homeless adults, rough sleepers or people facing multiple disadvantage. Strong understanding of risk, safeguarding, trauma, mental health, substance misuse, tenancy sustainment and move-on barriers. Experience leading services that manage challenging behaviour, anti-social behaviour, safeguarding concerns, tenancy breaches, arrears or complex risk. Experience of contract management, performance monitoring, quality assurance, reporting and service improvement. Good understanding of housing management, including arrears, voids, tenancy or licence breaches, maintenance, health and safety, and property-related risk. Ability to analyse performance information, identify risks and trends, produce clear reports and use data to drive improvement. Experience building constructive relationships with commissioners, statutory services, voluntary sector partners and internal stakeholders. Knowledge of person-centred, strengths-based, trauma-informed and psychologically informed support. Knowledge of safeguarding adults, mental capacity, confidentiality, professional boundaries, data protection, equality and diversity, and complaints handling. Excellent written and verbal communication skills, including clear reports, briefings and monitoring returns. Commitment to resident involvement, co-production, equality, diversity, inclusion and anti-discriminatory practice. Desirable Criteria Experience managing commissioned homelessness or supported accommodation contract. Experience working within or alongside London local authority homelessness pathways. Experience of managing voids, referrals, move-ins, move-outs and partnership-based accommodation arrangements. Experience of using Home Star, In-Form, Pyramid or equivalent systems to monitor support, tenancy sustainment, risk, outcomes and case recording. Experience preparing for audits, inspections, commissioner reviews or contract monitoring meetings. Experience leading services through mobilisation, remodelling, restructure or improvement planning. Aptitude and Behaviours confidently use performance data, resident feedback and quality assurance learning to improve outcomes and value for money. Provides values-led leadership and communicates clearly with staff, residents, commissioners and partners. Use written, numerical and performance information to make sound, accountable and compliant decisions. Involving and Including Embeds resident involvement and promotes dignity, choice, equality, inclusion and cultural competence. Build and develop a high-performing team through clear direction, supervision, support and accountability. Appointment is subject to an enhanced DBS check, satisfactory references and the right to work in the UK
Your Place
About the role: This role plays a key part in delivering a high-quality, front-facing customer service to residents, visitors, and partners during daytime operational hours. As the first point of contact, the postholder will provide a professional, welcoming, and efficient service at reception, responding to queries, supporting residents, and coordinating with internal teams to ensure a smooth and positive customer experience. The role is primarily weekend-based (Saturday and Sunday) , with flexibility required to cover weekday shifts during periods of annual leave, sickness, or increased operational demand. WORKING PATTERN Primary working days: Saturday and Sunday Shift times: 8:00am 8:00pm Flexibility required to cover weekday shifts where needed Occasional attendance at training or meetings during weekdays RESPONSIBILITIES & ACCOUNTABILITIES Provide a professional, friendly, and welcoming reception service at all times Act as the first point of contact for residents, visitors, and stakeholders Manage a high volume of face-to-face, phone, and email enquiries Ensure all visitors are appropriately greeted, managed, and directed Respond to resident queries promptly and effectively Escalate complex issues to the relevant teams (housing, support, maintenance) Maintain regular communication with internal departments to resolve issues efficiently Promote a positive, inclusive, and supportive environment for residents Support the day-to-day running of the building and front-of-house services Manage post and parcel distribution accurately and securely Maintain booking systems, logs, and records as required Assist with coordinating appointments and service access Ensure communal areas are clean, safe, and welcoming throughout the shift Monitor activity within the building and report any concerns appropriately Follow all health and safety procedures, including incident reporting Support emergency procedures in line with organisational policy Accurately record interactions, incidents, and tasks using internal systems Maintain shift handover notes to ensure continuity of service Follow organisational processes and procedures consistently Work collaboratively with colleagues across departments Provide cover for colleagues during absences and busy periods Attend team meetings and training sessions as required PERSON SPECIFICATION Experience Experience in a customer service, front-of-house, or concierge role Experience working in a fast-paced, customer-facing environment Experience handling enquiries and resolving issues Skills & Knowledge Excellent communication and interpersonal skills Strong customer service focus with a professional and approachable manner Good IT skills (e.g. Microsoft Office, email, databases) Ability to prioritise tasks and manage time effectively Understanding of confidentiality and professional boundaries Abilities Ability to remain calm and professional under pressure Ability to problem-solve and respond to a range of situations Ability to build positive relationships with a diverse range of people Personal Qualities Friendly, approachable, and reliable Proactive and organised Patient, empathetic, and respectful Honest and dependable Desirable Experience in supported housing, residential settings, or community services Knowledge of safeguarding and resident welfare practices
About the role: This role plays a key part in delivering a high-quality, front-facing customer service to residents, visitors, and partners during daytime operational hours. As the first point of contact, the postholder will provide a professional, welcoming, and efficient service at reception, responding to queries, supporting residents, and coordinating with internal teams to ensure a smooth and positive customer experience. The role is primarily weekend-based (Saturday and Sunday) , with flexibility required to cover weekday shifts during periods of annual leave, sickness, or increased operational demand. WORKING PATTERN Primary working days: Saturday and Sunday Shift times: 8:00am 8:00pm Flexibility required to cover weekday shifts where needed Occasional attendance at training or meetings during weekdays RESPONSIBILITIES & ACCOUNTABILITIES Provide a professional, friendly, and welcoming reception service at all times Act as the first point of contact for residents, visitors, and stakeholders Manage a high volume of face-to-face, phone, and email enquiries Ensure all visitors are appropriately greeted, managed, and directed Respond to resident queries promptly and effectively Escalate complex issues to the relevant teams (housing, support, maintenance) Maintain regular communication with internal departments to resolve issues efficiently Promote a positive, inclusive, and supportive environment for residents Support the day-to-day running of the building and front-of-house services Manage post and parcel distribution accurately and securely Maintain booking systems, logs, and records as required Assist with coordinating appointments and service access Ensure communal areas are clean, safe, and welcoming throughout the shift Monitor activity within the building and report any concerns appropriately Follow all health and safety procedures, including incident reporting Support emergency procedures in line with organisational policy Accurately record interactions, incidents, and tasks using internal systems Maintain shift handover notes to ensure continuity of service Follow organisational processes and procedures consistently Work collaboratively with colleagues across departments Provide cover for colleagues during absences and busy periods Attend team meetings and training sessions as required PERSON SPECIFICATION Experience Experience in a customer service, front-of-house, or concierge role Experience working in a fast-paced, customer-facing environment Experience handling enquiries and resolving issues Skills & Knowledge Excellent communication and interpersonal skills Strong customer service focus with a professional and approachable manner Good IT skills (e.g. Microsoft Office, email, databases) Ability to prioritise tasks and manage time effectively Understanding of confidentiality and professional boundaries Abilities Ability to remain calm and professional under pressure Ability to problem-solve and respond to a range of situations Ability to build positive relationships with a diverse range of people Personal Qualities Friendly, approachable, and reliable Proactive and organised Patient, empathetic, and respectful Honest and dependable Desirable Experience in supported housing, residential settings, or community services Knowledge of safeguarding and resident welfare practices
