Deputy Manager

The Deputy Family Service Manager supports the day-to‑day running of the House, providing visible leadership across shifts and helping to maintain a well‑managed environment for families, employees, volunteers and visitors.

The Deputy holds delegated operational responsibility for the House, resolving day‑to‑day issues using initiative and sound judgement and escalating high‑risk or out‑of‑scope matters to the Family Service Manager. The role includes participation in an on‑call rota.

The Deputy supports safeguarding practice within the House, in line with procedure.

Key Responsibilities:

House Leadership & Operational Oversight

• Oversee day‑to‑day House operations across shifts, ensuring a safe, consistent and welcoming service.
• Act as a senior point of contact for families, employees, volunteers and contractors; resolve issues and manage incidents within delegated authority.
• Coordinate occupancy, room readiness and move‑ins/move‑outs, ensuring accurate records and smooth turnaround.
• Ensure clear handovers and logging of actions/decisions to maintain continuity and risk management.

Family Services & Wellbeing

• Build positive, professional relationships with families, providing practical support and signposting within appropriate boundaries.
• Respond sensitively to families experiencing stress, trauma or crisis, maintaining confidentiality and professional standards.
• Handle concerns and complaints promptly; address inappropriate behaviour in line with House guidelines and escalat where required.
• Act as the House’s Safeguarding Support (Level 2), working with the Family Service Manager (Safeguarding Champion) and following escalation pathways.
• Respond to safeguarding concerns, incidents or disclosures in line with procedure, including taking immediate action where there is an urgent risk of harm
• Record concerns/incidents accurately, promptly and factually, ensuring information is stored/handled appropriately.
• Support employees and volunteers to understand and follow safeguarding procedures, including signposting to training and guidance.
• Line manage Family Services Assistants and Maintenance Operatives (as applicable), setting clear priorities and expectations.
• Support rotas, induction and training; provide coaching and feedback to ensure consistent standards across shifts.
• Identify performance, conduct or wellbeing concerns early and elevate to the Family Service Manager for formal processes, in line with HR policy.

House Standards, Safety & Compliance

• Maintain high standards of safety, cleanliness and presentation across the House, taking action and following up to completion.
• Complete routine health and safety checks, report hazards promptly and ensure actions are logged and progressed.
• Coordinate maintenance and repairs with colleagues/contractors and ensure compliance with policies and emergency procedures.

Person Specification:

• Experience supervising others and supporting performance through coaching, feedback and clear expectations
• Experience working in a customer‑facing, care, hospitality or family support environment, including handling sensitive situations
• Good working knowledge of health & safety responsibilities and the ability to follow procedures and complete checks
• IT confidence (e.g., Microsoft Office) and ability to use digital systems for records, rotas and reporting
• Well organised and adaptable, with strong administrative skills and attention to detail (including accurate record keeping)
• Previous experience in a safeguarding‑focused environment (e.g., children, families, health or social care setting)
• Experience working in a shift‑based environment, including weekend working and/or participating in an on‑call rota

Additional Requirements

• Participation in weekend working and an on‑call rota
• Commitment to RMH values, safeguarding and promoting the welfare of children and vulnerable adults.

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