Title: Service Manager

JOB DESCRIPTION

Responsible to: Regional Director

Responsible for: Service Staff

Location: Various

Role purpose:

To lead the service(s), continuously reviewing, to ensure high quality delivery to service users enabling them to have a voice and ensures their voices are heard.

Principal Accountabilities:

Service Delivery 1. To develop and deliver the team(s) Business Plan, ensuring that services are provided effectively and efficiently according to statutory and contractual requirements and within agreed service/target/quality standards. 2. To encourage and implement opportunities for innovation, which lead to improved service and business performance, ensuring learning is shared with colleagues across the organisation. 3. To ensure all services is informed by and involves the people who use the services to influence the development of VoiceAbility. 4. Undertake reviews of case records produced by staff to ensure that written records are up-to-date, accurate and complete, and that confidentiality and data protection is being observed and that strong outcomes are achieved for service users. . Team Management 5. To lead the team(s), demonstrating behaviours in support of an innovative and entrepreneurial performance culture, ensuring:  staff engagement and focus on VoiceAbility’s vision and goals

 all staff and volunteers have regular 1:1’s  annual performance appraisals take place and are documented  identification of training needs and development opportunities.. 6. To support staff and volunteers to develop and maintain the skills and knowledge to provide a quality service. 7. To use resources effectively and creatively to ensure we have the right employment mix to support flexibility within the business – i.e. use of contractors, Fixed Term Contracts, Zero Hours Contracts etc.

Contract, Relationship and Partnership management 8. To build effective relationships with current funders/commissioners (cross-selling, looking new income opportunities) and maintaining effective structures and systems to retain existing contracts and win new ones.

Financial Control 9. To manage the team(s) budgets and instil a culture of effective financial awareness within the team(s).

Business Development 10. To assist the Regional Director in developing new relationships and targeting specific work in support of our strategic plan. 11. To participate in various activities to support the winning of new work/maintaining current income streams. 12. To be aware of developments in own area and make recommendations to the Regional Director including current and potential funding opportunities and threats.

Personal 13. .To live and breathe VoiceAbility’s values through own behaviour and by inspiring/guiding others in the way we work with people 14. To be proactive with own personal development.

VoiceAbility reserve the right to amend the jobs description as appropriate. This is non contractual.

PERSON SPECIFICATION – SERVICE MANAGER

Essential / Desirable

EXPERIENCE  Managing and delivering service to different service user groups E  Experience of leading and motivating teams E  Managing relationships with external agencies E

KNOWLEDGE  An understanding of principles of Advocacy E  An understanding of Mental Health and Learning Disabilities D  Contract Management E

SKILLS AND ABILITIES  Ability to manage change and lead people through change E  Representing an organisation externally E  Creativity in problem solving E  IT skills – a working knowledge of Word, Excel and Powerpoint E  Sound business understanding E  Positive “can do” attitude E

MOTIVATION  Strong commitment to service excellence E  Strong commitment to support people to have their voice heard E

ADDITIONAL REQUIREMENTS  Full and clean Driving Licence E D  General management qualification – i.e. Certificate in Management, Diploma in Administrative Management, Member of the Association of Project Managers