Service Manager
Supported Living Services – Complex Care, Mental Health & Learning Disabilities
Role Purpose
The Service Manager is responsible for the day-to-day operational leadership and management of supported living services delivering care and support to individuals with:
- Learning Disabilities (LD)
- Mental Health (MH) needs
- Complex Care requirements
- Autism and behaviours that may challenge
The postholder will ensure high-quality, person-centred support is delivered in line with regulatory requirements, organisational values, and best practice standards.
The Service Manager will lead teams to achieve positive outcomes for people supported while ensuring compliance, safeguarding, staffing stability, financial performance, and continuous service improvement.
Key Responsibilities
Operational Management
- Oversee the daily running of supported living services.
- Ensure safe, effective, and person-centred support delivery.
- Maintain full compliance with CQC regulations and internal policies.
- Ensure support plans and risk assessments are accurate and regularly reviewed.
- Monitor occupancy, staffing levels, and service performance.
- Lead service improvement plans where required.
Leadership & Team Management
- Recruit, manage, supervise, and develop support staff and team leaders.
- Conduct regular supervisions, appraisals, and competency assessments.
- Promote a positive, inclusive, and accountable culture.
- Manage staffing rotas and agency usage effectively.
- Support workforce retention and staff wellbeing initiatives.
- Address performance, conduct, and capability matters appropriately.
Quality & Compliance
- Ensure services meet and exceed CQC standards.
- Lead audits, inspections, and quality assurance processes.
- Maintain accurate service documentation and records.
- Oversee incident reporting, investigations, and lessons learned processes.
- Ensure medication management systems are compliant and safe.
- Monitor and improve quality outcomes across services.
Safeguarding & Risk Management
- Act as safeguarding lead within services.
- Ensure all safeguarding concerns are managed appropriately and escalated where necessary.
- Promote positive behaviour support approaches.
- Ensure risks are identified, assessed, and managed effectively.
- Support safe management of individuals with complex behaviours or mental health needs.
Person-Centred Care
- Promote independence, choice, dignity, and inclusion.
- Ensure individuals are actively involved in support planning and decision-making.
- Support individuals to achieve personal goals and positive outcomes.
- Build strong relationships with families, advocates, professionals, and commissioners.
Financial Responsibilities
- Manage service budgets and authorised expenditure.
- Monitor staffing costs and agency spend.
- Support achievement of occupancy and financial targets.
- Ensure efficient use of resources across services.
Partnership Working
- Develop effective relationships with:
- Local Authorities
- NHS teams
- Commissioners
- Social Workers
- Families and advocates
- Community professionals
- Attend MDT meetings, reviews, and safeguarding meetings where required.
Key Performance Indicators (KPIs)
- CQC compliance outcomes
- Staff retention and reduced agency usage
- Service user outcomes and engagement
- Safeguarding and incident trends
- Budget performance
- Quality audit scores
- Occupancy and referral conversion
- Training compliance
- Medication compliance rates
Person Specification
Essential Experience
- Experience managing supported living or residential care services.
- Experience supporting individuals with:
- Learning Disabilities
- Mental Health needs
- Complex Care
- Autism and behaviours that challenge
- Experience leading and managing teams within regulated care environments.
- Experience with safeguarding and risk management.
- Understanding of CQC regulatory requirements.
Essential Knowledge
- Health & Social Care regulations
- CQC Fundamental Standards
- Safeguarding adults legislation
- Mental Capacity Act and DoLS
- Positive Behaviour Support (PBS)
- Medication management
- Care planning and risk assessment
Essential Skills
- Leadership and people management
- Communication and interpersonal skills
- Problem-solving and decision-making
- Organisational and time management
- Report writing and documentation
- Conflict management
- Performance management
- IT and care management systems
Qualifications
- NVQ Level 5 Diploma in Leadership for Health & Social Care (or willingness to work towards)
- Level 3 Health & Social Care qualification minimum
- Full UK driving licence desirable