Main Purpose

As a Service Manager, you will lead the day-to-day delivery of asylum support services delivered under the AASC contract. You will be responsible for overseeing frontline teams across multiple sites, ensuring that accommodation and support provided to asylum seekers is safe, compliant, person-centred, and aligned with contractual obligations.

You will play a key role in maintaining high standards of safeguarding, team performance, and operational efficiency, while contributing to service improvement and innovation.

Key Responsibilities

Service Delivery & Contract Management
Oversee day-to-day operational delivery of the AASC service across designated areas
Ensure services meet performance targets, contractual KPIs, and compliance standards
Monitor caseloads, service data, and incident reports, taking action where needed
Ensure safeguarding procedures and risk management policies are consistently followed
Team Leadership & Development
Line manage team leaders and frontline staff across multiple locations
Support recruitment, induction, training, and development of staff
Promote a positive team culture focused on quality, dignity, and continuous improvement
Provide regular supervision, coaching and performance management to all direct reports

Compliance & Quality Assurance
Conduct regular audits and service reviews to maintain high standards
Prepare reports for the Head of Operations and external stakeholders as required
Manage complaints, incidents and escalations professionally and in line with policies
Ensure data is accurately recorded and reported through internal systems

Stakeholder Engagement & Collaboration
Work with external partners, housing providers, and local services to ensure coordinated support
Represent the service in local forums, partnership meetings and contract discussions as required
Collaborate with the Head of Operations to improve and adapt services based on need and insight

Person specifications
Essential
Experience in managing teams in housing, homelessness, asylum, or related services
Strong people management and leadership skills
Sound knowledge of safeguarding, risk management and regulatory compliance
Experience delivering services under contract or commissioning arrangements
Excellent organisational and communication skills
Ability to travel across service areas as needed

Desirable
Knowledge of the AASC contract or similar asylum support provision
Experience working with dispersed teams or across multiple sites
Understanding of trauma-informed support approaches

Competencies
Customer Focus (Critical)
Developing & Coaching Others (Critical)
Planning & Organising (Critical)
Confidence & Judgement (Very Important)
Integrity (Very Important)
Communication & Influencing (Very Important)
Team Work (Important)
Technical (Important)