Client Service Manager

Hours: 37.5 hours per week, Monday to Friday, between 8am-6pm. Flexible working arrangements available for the right candidate. Hybrid working is also available., The Client Services Manager is responsible for the day-to-day operational management of York Road Project’s frontline services, ensuring people experiencing homelessness receive safe, high-quality, trauma-informed support.

Key Responsibilities

• Provide operational leadership across the Tonight Centre and Tomorrow Houses, ensuring safe, effective and client-focused service delivery.
• Provide line management and support to the Today Centre Manager, who oversees the day-to-day running of the Today Centre and its staff team.
• Maintain operational oversight of the Today Centre, Tonight Centre and Tomorrow Houses, ensuring high-quality service delivery, effective staff management and positive outcomes for clients.
• Maintain oversight of referrals, assessments, allocations, support planning and move-on processes.
• Monitor service demand, occupancy, client engagement and outcomes.
• Ensure organisational procedures, service standards and recording systems are followed consistently.
• Use service data, client feedback and staff insight to support continuous improvement and positive client outcomes.

Safeguarding & Risk Management

• Provide oversight of safeguarding across all services, ensuring procedures are followed consistently.
• Ensure safeguarding, risk assessment and incident management processes are implemented effectively.
• Support staff to manage safeguarding concerns, complex needs and high-risk situations.
• Ensure concerns are appropriately recorded, managed and escalated in line with organisational and statutory requirements.

Health & Safety

• Maintain oversight of day-to-day health and safety practices across all services.
• Ensure staff complete all required daily, weekly and monthly health and safety checks in line with organisational procedures.
• Monitor completion of fire safety checks, welfare checks, room inspections, building checks and incident reporting requirements.
• Support staff to identify, record and elevate hazards, maintenance issues and health and safety concerns.
• Work closely with the Facilities Manager to ensure issues are reported and addressed appropriately.
• Ensure staff follow safe systems of work, including lone working and emergency response procedures.

Staff Leadership & Management

• Provide visible and supportive leadership across all services.
• Create and maintain a positive, supportive and accountable culture where staff feel valued, respected and motivated to perform at their best.
• Set clear expectations and hold staff accountable for their responsibilities, performance and professional standards.
• Lead supervision, reflective practice and performance management conversations.
• Support staff wellbeing, learning and professional development.
• Recognise and celebrate good practice and achievements.
• Oversee recruitment, induction and training.
• Manage rotas and staffing levels to ensure safe and effective service delivery.
• Support staff in managing challenging situations and complex client needs.

Reporting & Service Improvement

• Monitor service performance, operational pressures and client outcomes.
• Maintain oversight of operational data, ensuring accuracy and reliability.
• Produce regular reports for the CEO covering activity, performance, risks and outcomes.
• Analyse data, trends and feedback to identify opportunities for service improvement.
• Support the development of effective client pathways and progression opportunities.
• Contribute to the ongoing development of services to ensure they continue to meet the needs of clients.

On-Call & Operational Cover

• Participate in a Monday-Thursday on-call rota
• Respond to urgent operational incidents, staffing issues and safeguarding concerns.

Professional Standards & Ways of Working

• Work in a trauma-informed, person-centred and non-judgemental way.
• Maintain confidentiality and comply with GDPR and organisational policies.
• Work collaboratively with external agencies and partners to support positive outcomes for clients.
• Maintain appropriate professional boundaries with clients, staff and stakeholders
• Manage workload effectively, balancing competing priorities and operational demands.

Essential

• Significant experience managing frontline, housing, support or community-based services delivering high-quality support to vulnerable individuals.
• Experience managing, supervising and developing staff, including performance management.
• Demonstrable experience of safeguarding adults and/or children at risk.
• Proven ability to oversee operational service delivery and make sound decisions in complex or high-pressure environments.
• Experience using service performance information and outcomes data to improve delivery.
• Experience working collaboratively with external agencies and stakeholders.
• Strong organisational skills and the ability to manage competing priorities effectively.
• Experience supporting teams to deliver person-centred services.

Desirable

• Experience working within homelessness, supported housing, housing support or related sectors.
• Experience of trauma-informed practice.
• Experience of service development or improvement projects.
• Experience monitoring performance measures, targets or outcomes.
• Experience managing budgets or operational resources.

Personal Attributes

• Passionate about supporting people experiencing homelessness.
• Strong people manager who can motivate, support and develop others.
• Approachable, visible and supportive leadership style.
• Strong decision-making and problem-solving skills.
• Committed to continuous improvement and high standards.
• Collaborative and team-focused.
• Takes ownership and accountability for outcomes.
• Aligned with the values and mission of York Road Project

About York Road Project

York Road Project is a homelessness charity based in Woking, supporting people experiencing homelessness for over 30 years. We provide emergency accommodation and a Day Centre offering practical support, advice, and pathways towards independent living. We are the only local safety net service for people experiencing homelessness in our area, working in a trauma-informed, person-centred way.

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