JOB DESCRIPTION
POST TITLE:
Deputy Service Manager
LOCATION:
HOURS OF DUTY:
37.5 hours per week
SALARY:
£ 33,500 per annum ( plus London Waiting Allowance if applicable)
MAIN CONTACTS:
Service Users
Senior Service Manager
Safehouse Project Manager
Head of Modern Slavery Services
Director of Police & Justice Partnerships
All Medaille Trust staff and Volunteers
CEO and Trustees
External agencies and statutory bodies including other Non-
Governmental Organisations
RESPONSIBLE TO: Senior
Service Manager
SPECIAL CONDITIONS OF
SERVICE:
An enhanced Disclosure and
Barring Service check will be
undertaken
Able and willing to work
flexibly and at other
Medaille locations
Maintain confidentiality in
respect of the service
location and identity of
clients and staff at all times
Must hold a full UK Driving
Licence (preferably for a
minimum of 36 months),
have the use of a car and be
insured for business
purposes.
NB not essential for
Waltham Forest however
must be able to travel
between projects.
MAIN PURPOSE OF THE POST:
The Deputy Service Manager role at Medaille Trust will involve supporting the Senior Service Manager in
overseeing services for survivors of modern slavery and human trafficking.
To oversee the day-today operations of the safehouse accommodation and services for potential victims of
modern slavery in the service and their dependents (where applicable) in a given geographic area.
To manage the projects in the Senior Service Manager’s absence.
To attend Team and Service User meetings across projects. To undertake On Call duties.
To work weekends as and when required.
To oversee the general condition of any premises and to provide high quality support provision to service
users in accordance with Medaille Trust policies and procedures. Ensuring that the Senior Service Manager
is updated on all areas.
To ensure all statutory, contractual and internal policy obligations around Health & Safety, Safeguarding,
Data Protection and other matters as may be detailed are met.
June 2025
To work with Senior Service Manager to ensure all quality assurance measures are in place such as CQC,
QMF, safeguarding audits, internal audits.
To ensure services are flexibly staffed in accordance with service users’ needs and available resources.
To support the service by promoting cost effectiveness. Work with the Senior Service Manager to ensure
the project is working within agreed budgets.
To ensure new service users are welcomed and their needs are continually assessed.
To work with the Senior Modern Slavery Case Worker and Modern Slavery Case Workers to supervise their
production of support plans, updating records accurately and reporting key changes. This also includes
preparing the client for exit, repatriation and any other resettlement plans.
To line manage and supervise a staff team, ensuring staff receive adequate supervision, training and
appraisals. Raising any concerns with the Senior Service Manager.
To assist staff, where required, on supporting service users with such skills as budgeting, life skills,
employment, education, training, repatriation and move-on and claiming welfare benefits.
To recruit, induct and train staff and volunteers, distributing tasks for volunteers, in accordance with the
needs of the service and service users.
To ensure staff and volunteers adhere to all policies / procedures pertaining to their roles particularly those
involving Safeguarding and Health and Safety.
To ensure that any safeguarding concerns/referrals and Health & Safety concerns are communicated to
Medaille’s Safeguarding Lead as soon as possible and to attend any case conferences and multi-agency
meetings with the Senior Service Manager.
To be able to use The Salvation Army’s database for logging service users’ support and extracting
reports/data.
To ensure there is an up to date list of essential / useful external agencies for the benefit of service users i.e.
doctors, job centres, training providers.
To empower service users to maintain control over all aspects of their lives.
To ensure service users access other services by advocating on their behalf and giving practical and
emotional support i.e. solicitors, Home Office, counselling, Law Enforcement agencies.
To communicate immediately to the Senior Service Manager any concerns around any breaches of security,
house rules or service user agreements, especially where there are concerns about safety and safeguarding
issues.
To ensure an accurate record and distribution of subsistence allowances are paid to service users.
To ensure that the petty cash system and recording of petty cash operates effectively and voids are kept to a
minimum.
To allocate subsistence payments using the petty cash system or B4B payments in accordance with the
finance policies.
To ensure monies are accounted for and documented accordingly.
To arrange and supervise, where appropriate, garden maintenance, window cleaning and cleaning of
communal areas.
To ensure vacant rooms are prepared and clean with fresh bedding, etc for re-letting. Including carrying out
cleaning and other light manual duties as needed.
To ensure all complaints are recorded and reported and Senior Service Manager informed of all that come
through.
To ensure relevant quality standards are followed and maintained at all times, following Medaille Trust
policies and procedures and the Human Trafficking Foundation’s Slavery and Trafficking Survivor Care
Standards.
Contribute to service improvement, policy development, and identifying best practices.
To complete any other duties as directed by the Senior Service Manager/Safehouse Project Manager/Head
of Modern Slavery Services.
Health and Safety
To maintain a safe and secure working environment.
To participate in the identification and assessment of risks and implement agreed working procedures to
minimise their impact, writing risk assessments as required.
June 2025
To ensure that all incidents, accidents or potential hazards are reported and recorded following the Health
and Safety Policy.
To be accountable for Health and Safety checks and maintain accurate records.
To ensure all safety and security procedures are followed to keep self and others safe.
To promote awareness of Health and Safety amongst service users, including those who use emergency / on
call systems, fire prevention and control systems as necessary.
To ensure that visitors and contractors are aware of priority Health and Safety risks and procedures e.g. fire
procedures
SPECIFIC REQUIREMENTS
The Deputy Service Manager will have previous experience in relevant sector or experience of working with adults
that are vulnerable. The post holder will demonstrate a mature, honest, reliable, empathetic and non-judgmental
attitude towards service users. This includes non-discriminatory and respect for cultural and religious heritage of all
people.
ADDITIONAL DUTIES
The service will be staffed in accordance with service user needs and flexibility from the post holder is essential to
meet these needs, including working unsociable hours as and when required. Sleep over duties or waking night
shifts may be required within the service and you will be expected to participate in an on call rota which will include
bank holidays and the Christmas period for which you will receive an additional allowance. You may be required to
occasionally work at any other premises at which your employer carries out its business now or in the future.
You will be required to support local and organisational fundraising and engagement activities and events.
VISION, MISSION AND VALUES
Our vision is a world where people are free from exploitation through human trafficking and modern slavery. Whilst
exploitation continues to exist, our mission is:
To offer protection to adult victims of modern slavery and their dependent children, and to equip them to
become survivors.
To bring justice for survivors by supporting the work of law enforcement authorities.
To raise awareness of modern slavery and human trafficking amongst opinion formers and members of the
public.
To support initiatives that help prevent vulnerable people falling prey to exploitation in the first place.
Medaille Trust is a client focussed charity that equips victims of modern slavery to become survivors, we will act with
Respect, Collaboration, Compassion, Empowerment and Passion.
SAFEGUARDING
Everyone at Medaille Trust has a safeguarding responsibility. As part of the role the post holder will undertake
mandatory safeguarding and Prevent training as part of their induction. The post holder will be required to ensure
that vulnerable adults and children are safeguarded. The role includes a duty to refer any safeguarding concerns
they may have to their line manager.
CONFIDENTIALITY
It is expected that all employees will understand that our work is confidential and that confidential information must
not be divulged. This obligation will continue indefinitely even after termination of employment.
TRAINING
Medaille Trust is committed to offering training and support to all employees. The post holder will be required to
attend mandatory training, other training where appropriate, participate in supervision, annual appraisals and
development reviews.
June 2025
PERSON SPECIFICATION FOR THE POST OF DEPUTY SERVICE MANAGER
REQUIREMENT
ESSENTIAL
DESIRABLE
Qualifications
Health & Safety certificate
Fire awareness certificate
Manual Handling certificate
IOSH (Managing Safely)
Emergency First Aid
certificate
Diploma in Management /
Health and Social Care
(Adults) or similar
qualification
ASSESSMENT
METHOD
Application
Form and
Documentation
Skills
Ability to work within a ‘risk
assessed’ environment
A second language
Application
Form and
Interview
Ability to work under pressure
Ability to represent the Trust in
a professional manner at all
times
Excellent IT skills
Administrative, recording and
reporting skills
Effective communication skills
Ability to lone work and work
on own initiative
Ability to work with the
minimum of supervision
Team working skills
Ability to maintain clear
boundaries
Ability to be accessible,
approachable and comfortable
with vulnerable people and
able to manage high levels of
distress
June 2025
Experience and knowledge
of working with people
who have been subjected
to modern slavery and
human trafficking
Application
Form and
Interview
Experience of working
with migrants including
refugees and asylum
seekers
Experience of public
speaking
Application
Form and
Interview
Knowledge of the criminal
justice system
Knowledge of immigration
issues or ability to attain
relevant knowledge within
probationary period
Experience
Previous experience in a
relevant sector or experience
of working with vulnerable
adults
Experience of managing staff
and carrying out line-
management supervision
Experience of dealing with
petty cash handling
Experience of supporting
individuals suffering from
trauma
Ability to demonstrate working
knowledge of Health and Safety
and fire safety
Ability to demonstrate working
knowledge of Safeguarding
Adults
Knowledge of benefit
entitlements
Committed to equality of
opportunity, respect and
dignity of all people
Knowledge
Special
Conditions
OUR WORK
Medaille Trust is one of the UK’s leading charities in the fight against modern slavery. Our innovative model is based
on three principles: Prevent, Protect and Pursue.
Our Prevent work includes advocacy and awareness raising work in the UK and a new Albanian project with an
entrepreneurship academy helping to provide meaningful alternatives to those who might otherwise be at risk of
exploitation.
Our Protect work provides direct and tailored support to victims of modern slavery. We are one of the UK’s largest
providers of survivor services, with ten safehouses and six outreach hubs, staffed round the clock by specialist staff,
working with more than 600 men, women and dependent children each year.
Our Pursue work helps survivors to engage with police and within the legal system to seek justice and to secure
convictions against their perpetrators.
We were founded in 2006 by a number of religious congregations under the leadership of Sister Ann Teresa SSJA and
our work continues to be inspired by her example and commitment to the Catholic Social Teaching principles of
human dignity, compassion and solidarity with the vulnerable. All our work embodies a commitment to personalised
support, recognising the dignity and agency of our service users and empowering them on a path to a life that is free
from slavery and exploitation.
June 2025