Everyone deserves a safe place to call home.

Company Limited by Guarantee number 1741926 Charity Number 287779 Registered in England as Single Homeless Project

shp Single Homeless Project

Job title: Service Manager

Delegated Authority: Level 5

Team: Gray’s Inn Road Project

Responsible to: Head of Service

Responsible for: N/A

Job purpose

The Gray’s Inn Road project provides 16 short-stay accommodation places for people experiencing homelessness in Camden, offering stability and a foundation for positive change. This service forms a vital part of the borough’s commitment to making rough sleeping rare, brief, and non-recurrent, and is delivered in partnership with Camden Council, One Housing Group, the Greater London Authority, and the Department for Levelling Up, Housing and Communities.

The Service Manager role exists to ensure this vision is brought to life by creating a safe, supportive, and psychologically informed environment where people can begin to rebuild their lives. By working closely with specialist partners, including health, substance use and criminal justice services, the Service Manager ensures that every resident receives joined up and holistic support tailored to their individual circumstances.

At the heart of the role is leadership – guiding and supporting the team to provide high-quality assessments, interventions, and move-on planning that give residents the best chance of securing safe, sustainable housing. The Service Manager shapes a culture of compassion, trust, and resilience, where staff are equipped to work effectively with people facing complex challenges such as trauma, poor health, and disadvantage.

The impact of this role reaches far beyond the service itself. By enabling residents to access stability, build confidence, and take meaningful steps towards independent living, the Service Manager helps people to break the cycle of homelessness and move towards safer, healthier, and more hopeful futures.

Key accountabilities

Service Delivery and Improvement

Deliver services in line with specifications, local authority requirements, and commissioner priorities.

Ensure effective referral processes for swift move-in and move-on in line with borough procedures.

Oversee assessments of client needs, strengths, and risks, involving specialist support when required.

Lead the team to provide consistent, high-quality support and ensure each client has a personalised plan with regular reviews.

Maintain smooth service operations, adherence to codes of practice, and high professional standards.

Promote continuous improvement to help clients achieve positive outcomes.

Service Utilisation

Manage referrals to accommodate diverse client needs and histories.

Ensure assessments are psychologically informed and policy compliant.

Work with partners to minimise delays in accessing accommodation.

Support clients to prepare for and access appropriate housing options, including supported housing, Housing First, private rentals, or alternative provision.

Quality and Monitoring

Ensure consistent, person-centred service delivery across the team.

Oversee completion of monitoring, reporting, and preparation for contract reviews.

Apply organisational policies and develop local procedures to maintain quality.

User Participation

Actively involve clients in shaping the service through feedback and participation.

Support the development of peer networks and connect clients with community services.

Partnership Working

Collaborate with Outreach and housing teams for timely assessments and moves.

Maintain strong links with statutory and community partners (e.g. social care, police, benefits agencies).

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Build partnerships with education, training, and employment providers to increase client opportunities.

Leadership and People Management

Provide clear leadership to ensure high service standards.

Identify flexible approaches to client recovery and staff development needs.

Oversee recruitment, induction, supervision, training, and team communication.

Ensure staff deployment meets service and client needs.

Manage attendance, performance, and professional development.

Property and Housing Management

Work with partners for efficient room turnaround and maintain health and safety standards.

Manage licences, monitor rent and service charge payments, and liaise with rents and voids teams.

Reducing Social Exclusion

Promote social inclusion and recovery through structured daily activities.

Ensure staff encourage client participation in on-site and community programmes.

Embed co-production and peer support in service delivery.

Financial Management

Ensure compliance with financial procedures and operate within budget.

Monitor expenditure, identify cost savings, and contribute to annual budgets.

Risk Management, Health & Safety, and Safeguarding

Identify and manage risks relating to clients, visitors, and staff.

Ensure risk assessments are up to date and staff are trained in risk management.

Ensure compliance with health and safety policies and attend relevant training.

Promote safeguarding practices, ensure high-quality referrals, and support staff in protecting vulnerable adults.

Information Management

Ensure compliance with data protection and information security policies.

Promote data quality standards and ensure staff maintain accurate records to support effective service delivery.

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Miscellaneous

SHP is at discretion to amend your responsibilities and, in addition to these, you may be required to perform other duties as may be required for the efficient running of the organisation.

To create inclusive working environments and cultures to enable colleagues and clients to feel safe and empowered to achieve their full potential.

Technical and professional know-how needed for position

When completing your application, you will be required to address (using examples) some of the points below

Experience and Knowledge

Experience of leading teams to successfully provide personalised support for vulnerable adults facing multiple disadvantages.

High-level understanding of substance use, mental health, homelessness-related laws, and the change process.

Led in promoting a psychologically informed framework within the service and support a psychological approach within the staff team.

Experienced in managing complex and challenging situations with a focus on achieving resolution.

Understanding of managing a building with a housing management function and financial acumen for budget oversight.

Skills and Abilities

Capable of managing performance, leading by example, achieving results, and supervising staff effectively.

Strong skills in building positive relationships with internal and external stakeholders.