Service Manager - Durham SHA

The Service Manager plays a key leadership role at Emmaus North East, overseeing the delivery of high-quality support within the Durham SHAP service. The role ensures that companions (people supported by Emmaus) receive the care, guidance and opportunities they need to move towards independence.

Working closely with the CEO, staff team, companions and volunteers, the Service Manager will lead day-to-day operations, ensure safeguarding compliance, and maintain a safe and supportive community environment. This includes managing staff, overseeing accommodation services, monitoring performance targets and maintaining high standards of health and safety.

Key responsibilities

• Lead and manage the SHAP staff team, providing supervision, support and development
• Ensure the service delivers high-quality, person-centred support for companions
• Act as Designated Safeguarding Officer and oversee safeguarding practices across the service
• Ensure compliance with health and safety regulations and organisational policies
• Monitor service performance and ensure contractual KPIs are achieved
• Oversee the development of individual support plans and pathways to independence
• Support companions to access training, volunteering and personal development opportunities
• Encourage participation in community life and decision-making
• Work with external agencies to provide specialist support where needed
• Manage rotas and ensure appropriate staffing levels to provide 24/7 support
• Oversee administration, reporting and record-keeping systems
• Maintain positive relationships with external partners and local services
• Monitor risks and provide operational updates to senior leadership

About you

We are looking for a motivated and values-driven leader who is passionate about supporting people experiencing homelessness.

Essential:

• Experience working with vulnerable adults in a support role
• Strong leadership, communication and organisational skills
• Knowledge of homelessness and social inclusion issues
• Ability to manage complex situations calmly and professionally
• Strong IT and administrative skills
• Commitment to the ethos and values of Emmaus

Desirable:

• Experience managing staff teams or services
• Knowledge of safeguarding, mental health or addiction support
• Experience in supported housing or homelessness services
• Relevant qualifications in social care, housing or a related field

All roles at Emmaus North East are subject to DBS checks and require a commitment to safeguarding, professional boundaries and the values of the organisation.