About Us:

Greenbanks Heritage is a growing supported living provider committed to delivering high-quality, person-centred support to adults with learning disabilities, autism, mental health needs and other complex support needs.

We are passionate about creating safe, caring and empowering environments where the people we support can live with dignity, independence, choice and respect. We are equally committed to supporting our staff team, promoting professional development, teamwork and a positive working culture.

We are recruiting an experienced and committed Service Manager to provide visible operational leadership across a designated portfolio of supported-living services.

About the Role:

Reporting to the Registered Manager and Head of Operations, the Service Manager will be responsible for the effective day-to-day management, quality and performance of their allocated services.

You will lead and support Team Leaders and frontline staff, maintain effective management oversight, monitor service-user outcomes and ensure that concerns are identified and addressed promptly.

You will work closely with the Registered Manager, Head of Operations, Head of HR and Compliance, Clinical Lead and wider management team to ensure services remain safe, person-centred, well-led and compliant with organisational and regulatory requirements.

This is an important management role for someone who understands that excellent services require more than remote oversight. The successful candidate will maintain a regular presence within their allocated services, know the individuals being supported, understand the principal risks and priorities within each service, and ensure that staff consistently deliver support to the required standard.

Key Responsibilities:

• Providing effective day-to-day leadership across allocated supported-living services.
• Maintaining a regular and visible presence within each service.
• Developing a detailed understanding of the individuals supported, their needs, risks, preferences and agreed outcomes.
• Ensuring support is delivered in accordance with current support plans, risk assessments and commissioned arrangements.
• Leading, guiding and supporting Team Leaders and frontline staff.
• Setting clear expectations for staff conduct, performance, record keeping and service delivery.
• Monitoring staff performance and addressing concerns promptly through the appropriate procedures.
• Overseeing staff supervision, competency monitoring, probationary reviews and performance discussions.
• Promoting a strong safeguarding culture and responding appropriately to concerns, allegations and incidents.
• Monitoring service quality through scheduled and unannounced visits, audits and direct observation.
• Developing and monitoring action plans following audits, incidents, complaints, inspections or identified shortfalls.
• Ensuring medication is managed safely and medication concerns are reported, investigated and followed up.
• Monitoring incidents, accidents, behavioural records and emerging patterns of concern.
• Supporting person-centred and least-restrictive Positive Behaviour Support practices where relevant.
• Maintaining oversight of health appointments, clinical recommendations and changes in individuals’ physical or mental health.
• Ensuring service records are accurate, timely, factual and sufficiently detailed.
• Monitoring staffing arrangements, attendance, punctuality, handovers and continuity of support.
• Maintaining oversight of health and safety, fire safety, infection prevention, maintenance and environmental standards.
• Building effective relationships with families, representatives, advocates, commissioners, social workers, healthcare professionals and other stakeholders.
• Supporting new referrals, assessments, transitions, hospital admissions, discharges and service changes.
• Preparing services for CQC inspections, commissioner monitoring visits and other external scrutiny.
• Ensuring agreed management, audit and service-improvement actions are completed within the required timescales.

Management Accountability:

The successful candidate must be able to demonstrate effective oversight of their allocated services at all times, including:

• the individuals being supported and their principal needs and risks;
• current safeguarding, health or operational concerns;
• staffing arrangements and workforce issues;
• significant incidents and required follow-up actions;
• outstanding maintenance or environmental concerns;
• quality and compliance priorities; and
• progress against audits, reviews and service-improvement actions.

The Service Manager must undertake sufficient direct monitoring and verification and must not rely solely on information provided by Team Leaders.

About You:

You will be a confident, organised and accountable manager who is comfortable maintaining high standards, challenging poor practice and taking timely action when concerns arise.

You will understand how to balance compassionate, person-centred leadership with clear operational accountability.

Essential Requirements:

You should have:

• A minimum Level 3 qualification in Health and Social Care or an equivalent qualification.
• Significant experience working within adult social care.
• Experience in supported living, residential care, community support or a comparable setting.
• Previous experience supervising or managing staff.
• Experience monitoring staff performance and service quality.
• Experience supporting people with complex needs.
• Sound knowledge of adult safeguarding and risk management.
• Experience overseeing support plans, risk assessments and service-user documentation.
• Knowledge of the CQC Fundamental Standards and regulatory expectations within adult social care.
• Experience managing incidents and responding to concerns.
• Strong written and verbal communication skills.
• Good organisational, prioritisation and problem-solving skills.
• Confidence working with families, professionals and external agencies.
• Competence using Microsoft Office and electronic care-management systems.
• UK driving licence and ability to drive.

The ability to travel reliably across Greenbanks Heritage services. You should also hold, be working towards or be willing to undertake a Level 5 Diploma in Leadership and Management for Adult Care, or an equivalent management qualification.

Desirable Experience:

Experience in any of the following areas would be advantageous:

• learning disabilities;
• autism;
• mental health needs;
• behaviours of concern;
• physical disabilities or complex health needs;
• Positive Behaviour Support;
• managing multiple services or locations;
• medication management;
• CQC inspections or commissioner audits;
• staff investigations, disciplinary or capability processes;
• service mobilisation and new placements; or
• digital care-management systems.

Personal Attributes:

We are looking for someone who demonstrates:

• integrity and honesty;
• accountability and reliability;
• professionalism and emotional maturity;
• compassion and respect;
• fairness and consistency;
• resilience and sound professional judgement;
• confidence in making and escalating decisions;
• a proactive approach to problem-solving;
• commitment to continuous improvement; and
• respect for the rights, dignity and individuality of the people we support.

What We Offer:

• A competitive salary.
• A supportive and friendly working environment.
• A meaningful operational leadership role within an established supported-living provider.
• Comprehensive induction and ongoing training.
• Opportunities for professional development.
• Support from an experienced multidisciplinary management team.
• The opportunity to influence service quality and achieve positive outcomes for the people we support.
• The opportunity to be part of a growing organisation that values quality, dignity and respect.

Working Arrangement:

This is a full-time operational management role based in Bexley, with regular travel between Greenbanks Heritage services.

The successful candidate must be willing to work flexibly where service needs, significant incidents or operational circumstances require management involvement outside standard office hours.

Participation in management escalation or on-call arrangements may be required where applicable.

Our Values

At Greenbanks Heritage, we expect all staff to work in line with our core values:

• Dignity – treating every person with respect.
• Compassion – supporting people with kindness and understanding.
• Independence – helping people build skills and confidence.
• Integrity – doing the right thing, even when no one is watching.
• Quality – delivering support to a high standard.
• Teamwork – working together to achieve the best outcomes.

Safeguarding and Pre-Employment Checks

Greenbanks Heritage is committed to safeguarding and promoting the welfare of adults who may be at risk of abuse or neglect.

The successful applicant will be required to complete appropriate pre-employment checks, including an Enhanced Disclosure and Barring Service check where applicable, satisfactory references, identity verification and confirmation of their right to work in the United Kingdom.

Equality, Diversity and Inclusion

Greenbanks Heritage is committed to equality of opportunity. We welcome applications from suitably qualified candidates from all backgrounds and are committed to employment practices that respect the dignity, rights, culture, identity and individual circumstances of every person.

How to Apply

Please submit your application online. Shortlisted candidates will be contacted for the next stage of the recruitment process.

Applications will be reviewed as they are received, and Greenbanks Heritage reserves the right to close the vacancy once a suitable candidate has been identified.

Join Greenbanks Heritage and help us make every day meaningful for the people we support.