Service Manager

Job reference:000282

Salary:£28,000

Closing date:15/04/2026

Department:Care

Location:Surrey and Borders

Hours Per Week:35

Job Description

Job Description

Job title: Service Manager

Responsible to: Senior Service Manager

Responsible for: Carer Support Workers (CSW)

Location: Leatherhead in Surrey, with some working from home and within the community across Surrey

Hours: 35 hours per week

Salary: Circa £28,000 per annum

Mileage Rate: 45p per mile (subject to change based on fuel prices)

Main aims of the post:

Crossroads Care Surrey are looking to recruit passionate Service Managers to take lead in the management of our care workers.

The role will be committed to improving the lives of our clients, the unpaid carers of Surrey, and join with prior experience of managing a remote team of field staff. The successful applicant will also need to join with a strong background in Health & Social Care, excellent leadership skills and a commitment to delivering high standards of care and support.

You will be a confident leader who is able to multi-task and organise your workload effectively. You will take lead in managing a team of care colleagues and ensure they have all the necessary tools in which to complete their role effectively and safely.

This role reports into the Senior Service Manager and will meet regularly to ensure that all regulatory requirements are met, as outlined by The Care Quality Commission as well as the Local Authority (Surrey County Council).

Key responsibilities:

• Provide professional leadership and guidance to CSWs through supervisions observations, and staff meetings.

• Take part in the first tier Out of Hours support function for the care workers.

• Ensure maximised usage of resource hours by concise completion of rostering for sector.

• Respond to HR/Employee Relations concerns by following the organisation fact finding process.

• Monitor sickness and absence of the care workers and ensure return to work documentation is completed.

• Take lead in the recruitment and interviewing of CSWs for allocated sector.

• Respond effectively and efficiently to client/carer enquiries ensuring clear record keeping is maintained.

• Be the first port of call for any safeguarding concerns in designated sector and ensure that fact finding process is followed correctly and reports are clear and concise.

• Attend weekly ‘in office’ days to ensure that clear lines of communication and a supportive management style is established.

• Take the lead with inductions of new CSWs.

• Provide direct support when required for client visits at short notice.

• Ensure proactive management of CSW profiles on the HR system are maintained.

• Submit clear reports with regards to sector performance to Senior Service Manager each week.

• Monitor and direct the quality of reports from the care workers by completing spot checks on documentation within your sector.

• Ensure all administrative responsibilities of the Service Manager role are carried out promptly and concisely.

• Take lead in the checking and approval of timesheets in accordance with company processes.

• Review client’s support documentation in line with company processes within your sector.

General:

• To be committed to safeguarding and promoting the welfare of adults and children with care and support needs.

• To have a good understanding of a variety of legislation, including the Care Act 2014 and Mental Capacity Act 2005.

• To always work within the philosophy and policies of Crossroads Care Surrey.

• To comply with the Health & Safety at Work Act 1974 and with Crossroads Care’s Health & Safety policy, paying particular attention to the reporting of dangerous situations.

• To maintain your own training and personal development and participate in 1:1 supervisions and appraisals when required.

• To respect the personal choice and lifestyles of colleagues, carers, and people with care needs, ensuring that Equal Opportunity principles are always applied.

• To comply with the Code of Conduct.

• To undertake any other duties that may be considered commensurate with the level of the post.

Person Specification:

• Care Certificate and knowledge of CQC regulations and Health Care Act.

• NVQ Level 3 in Health and Social Care.

• Previous line management experience, ideally in a care setting, including rostering and completing observations and supervisions.
• Excellent verbal and written communication skills.
• Good level of IT literacy, including proficiency in Microsoft Office software (Word/Excel) and the ability to learn to use other digital platforms and software.
• Ability to develop good working relationships with team members, carers and people with care and support needs, while maintaining appropriate personal boundaries.
• Adherence to policies, procedures and national, regional and local guidance.
• Ability to demonstrate dignity and respect for adults and children with care and support needs.
• Understanding of the importance of confidentiality.
• Thorough understanding of the needs of unpaid carers.

• Experience of participating in or leading formal processes, e.g., disciplinary or absence management processes.
• Knowledge of safeguarding protocols and experience of handling safeguarding concerns.
• Experience of providing care to people with wide ranging care and support needs.
• Previous experience regarding Learning Disabilities, Autism and Dementia strategies.
• Previous management experience in a multi-disciplinary team.
• Experience of writing and auditing risk assessments and care plans.

• Full UK driver’s licence with use of a roadworthy car with business insurance
• Willingness to travel throughout Surrey.
• Participation in safer recruitment checks involving past employers and the Disclosure and Barring Service.