Service Manager

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We are Hestia. We make a difference.

At Hestia, we are guided by our core values and are dedicated to fostering an equitable, diverse, and inclusive organisation. We provide a range of services, including Domestic Abuse support, Modern Slavery assistance, Mental Health & Complex Needs care, and Criminal Justice. Our mission is to empower individuals to rebuild their lives and achieve independence.

The service you will work in....

Our Modern Slavery Response Team works with potential survivors of Modern Slavery identified via the National Referral Mechanism. We support thousands of survivors to access services to support their recovery and reintegration. This includes high quality emotional and practical support. We work in close partnership with key stakeholders and local partners to optimize outcomes for our service users. The Service Manager will be responsible for managing and coaching high performing teams to ensure excellent quality services and strong contractual and organizational compliance.

A day in this role looks like....

As a Service Manager at Hestia, you will play a crucial role in our Modern Slavery Response Service . Your contributions will directly influence the lives of our service users, guiding them towards a path of empowerment and independence.

A day will never look the same and some of the things you can expect to do/be responsible for are:

• To lead a high performing team and have responsibility for operational delivery of Hestia's Modern Slavery Response Team.
• To run safe and high performing services, in line with contractual requirements, to ensure optimal service user experience and outcomes.
• To ensure minimum viable staffing levels and provide cover for peers when needed.
• To ensure that service user's needs, risks and journey plan reviews are accurately assessed in line with the service provision and that co-production and empowerment are central and that all contractual requirements around support needs are met.
• To ensure that all service and client information is appropriately recorded and shared in line with policy, legislation and good practice.
• To assist the Area Managers and Director of Service in strategic elements of service delivery and design.
• To collaboratively design and implement business plan and risk registers for the service.
• To ensure that on call services are delivered as per contractual arrangements and you provide cover as and when necessary to do so in your role.
• To manage service in line with budgets.
• To manage all elements of service performance in line with contractual and organizational requirements for the service including analysis of KPIs, outcomes and user experience measures.
• To lead on the timely and accurate submission of all internal and external reports detailing interim strategies to address any areas of underperformance in line with each contract requirement.
• To oversee the reporting to commissioners and the relevant external services such as CQC.
• To ensure financial compliance across the service including audit, review of financial procedure and quarterly submission of finance variance returns.
• To lead, motivate and empower a large diverse staff team to deliver excellent outcomes.
• To develop local managers and support management of high performing teams and to maintain oversight and accountability for performance, quality and delivery.
• To oversee the recruitment and induction of all new staff to the service and support the Team Managers/Team Leaders in their performance management of all MSRT staff.
• To deliver effective line management and supervision of your staff, including engaging in performance management and appraisals.
• To communicate effectively, inspire and motivate.
• Support Team Manager to ensure the building of effective local relationships and partnerships with key stakeholders to increase access to services for our clients in the locality of the services.
• To create and maintain positive and effective relationships within and beyond the organization.

Why Hestia?

Joining Hestia means more than just a job; it's an opportunity to be part of something bigger. We offer a supportive, inclusive and resolution driven work environment where your contributions are recognised and valued. As a member of our team, you will have the chance to grow both personally and professionally while making a lasting impact on the lives of those we serve.

We are looking for candidates who bring a combination of passion, expertise, and dedication to the table.To excel in this role, you should possess:

Essential:

• Experience of managing a large service overseeing a variety of different teams to ensure full contract compliance and excellent service delivery.
• Experience of experience of recruitment, induction, supervision, motivation, appraisal, training, disciplinary and grievance issues.
• Demonstrable experience of performance monitoring and delivering consistently high standards.
• Ability to communicate confidently and effectively to a wide range of audiences.
• Ability to confidently use a range of IT packages including MS Office, Teams, Teams app and Power BI.
• Knowledge and understanding of safeguarding issues and ability to address them appropriately.
• Excellent knowledge of Health and Safety legislation and how to implement policy in practice.
• Resilience to work in a crisis environment and with traumatised and vulnerable men, women and children, whilst managing diverse and conflicting demands of the post.
• Understanding of, and the ability and motivation to implement excellent Equality & Diversity practice.
• Ability to work on own initiative within policy and procedure.
• Excellent oral, written, administration and IT communication skills.

Desirable:

• Previous experience of external audits and inspection frameworks (ie CQC, Housing Association Inspections etc).
• Experience of managing service budgets and reporting against management accounts.
• Strong understanding of the National Referral Mechanism, European Convention Against Trafficking, the Modern Slavery Act, Health and Safety plus housing and welfare benefits.
• Knowledge and understanding of new legislative changes around modern slavery.
• An understanding of co-production and the ability to ensure that the service is delivered in partnership with service user

We are dedicated to Equality, Diversity, and Inclusion

Our services users come from all walks of life and so do we. We hire great people from a wide variety of backgrounds because it makes us stronger. We are committed to creating and maintaining a diverse and inclusive workforce and value the skills, abilities, talent and experiences, different people and communities bring to our organisation.

We are a disability confident employer

Hestia is proud to be a disability confident employer, dedicated to the employment and career development of individuals with disabilities. We offer a guaranteed interview scheme for all applicants with disabilities who meet the minimum criteria for the role they have applied for. We also provide reasonable adjustments during the selection and interview process, and throughout your employment with us.

Safeguarding Statement

Hestia is committed to safeguarding and promoting the welfare of adults, children and young people who are potentially at risk, and we therefore expect all staff and volunteers to do the same. We require all staff to undertake internal and external safeguarding training throughout their employment with Hestia.

Important Information for Candidates

If your application is successful, please be aware that you will be required to undergo pre-employment checks before a formal offer of employment can be confirmed.

We reserve the right to close this job advert early should we receive a high volume of applications or if the position is filled before the closing date. We encourage interested candidates to apply as soon as possible to ensure their application is considered.

Documents

• Service Manager- MSRS- New.pdf (199.24 KB)