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Services Manager

Permanent (subject to funding)
Shiloh Rotherham
Job Reference:
Hours and Working Pattern:
Term of Employment:
26th February 2024

How to Apply

Please visit our website to download the application paperwork.

Job Description

Salary: £31,285 plus 6% pension contribution
Hours: Full time (37hrs)
Place of Work: Shiloh Support Centre, 15 Station Road, Rotherham, S60 1HN.
Holidays: 28 days per annum
Responsible to: Chief Executive
Responsible for: Staff & Volunteers
Length of Contract: This is a permanent post subject to funding
Application Deadline: Monday 26th February


Shiloh Rotherham is a charity that offers support to adults who are homeless or at risk of homelessness. Our team of staff and volunteers work with partners to provide services at our Support Centre and within the community. We offer a safe place where our guests will be accepted and supported throughout their time with us. We work alongside guests (service users) to help them to plan for and realise a better future. Our services are wide ranging covering: Advice & Support, Health & Wellbeing, Skills & Training and Catering & Practical Support.

Our vision is for everyone to have a safe place to call home and have the opportunity to live independently with a good quality of life.

Shiloh was founded in 1992 on Christian beliefs and the values of the Christian faith remain at the heart of what we do. As a charity, we believe that Jesus cared for those in need, and we want to do the same. We provide an inclusive place of support where guests are loved and cared for regardless of their beliefs. Shiloh staff & volunteers are not required to be a Christian, but they must demonstrate an empathy with the vision, values, and mission of the Charity.


This is an exciting opportunity for an experienced manager to join our staff team in a varied and rewarding role. The Services Manager is responsible for the delivery and development of Shiloh’s support services. You will manage a programme of services and activities that have been designed to help provide guests with opportunity to; 1) access mainstream services 2) improve their accommodation status 3) boost their health & wellbeing 4) increase their self-esteem and confidence 5) develop new knowledge & skills. The current services you will be responsible for include:

Advice & Support – 1:1 advice and support to guests who visit the centre or who form part of the Progression team’s on going case load. This includes pathways for housing, benefits, universal credit, debt, substance misuse, mental health, wellbeing, skills, volunteering and faith.

Drop-in sessions – Working in partnership with key agencies, we host three open-access drop-in sessions a week. Two of these sessions enable guests to receive support from Shiloh and Rotherham Council’s Homeless team. The other is our multi-agency drop-in session which offers guests hot food, drinks, activities and access to a range of different partners.

Skills & Wellbeing Activities – Working with partners and our own sessional tutors we deliver a varied activity programme in the Centre and in the community, including computer skills, arts/creative, bike maintenance, cooking, ‘5 ways to wellbeing’ and tenancy preparation skills.

Volunteering – We provide volunteering opportunities for the local community as well as to guests with lived experience of homelessness. Currently volunteer positions are available in the welcome team (guest support), kitchen team and in our eBay enterprise project.

Catering & Practical Support – We offer a range of services to meet the needs of guests who are in crisis or are ready to move on with their life. Services include hot food, hot drinks, refreshments, emergency food parcels, clothing, showers, laundry services, mobile phones, bus passes and new home starter packs.

eBay Enterprise – We have a small enterprise project which re-sells donations to help contribute to the running costs of the charity. It also creates volunteering opportunities for guests with lived experience of homelessness.

You will lead a team of staff and volunteers to help deliver these services, but you will also provide support to guests directly and deliver some aspects of these services as part of your role.

Our work is focussed on supporting guests to achieve their goals, with progression monitored using the homelessness outcome star. You will be responsible for delivering services in line with the targets and specifications of our funders and our internal performance indicators to ensure consistently high standards of care.



1. Lead the delivery of services, managing the team to ensure guests are engaged and progress with an appropriate pathway of support to develop their skills, knowledge and confidence to live independently;
2. Line management of 2 Progression Workers (1x FT, 1 x PT), 1 Kitchen / Enterprise Co-ordinator (PT), 2 sessional tutors and a small team of drop-in session volunteers.
3. Provide relief cover for your team ensuring that appropriate levels of supervision are in place for Shiloh to operate safely and continue to deliver services.
4. Assist with the provision of one to one advice and support with our guests as required, ensuring that they are engaged with the appropriate services to aid their development.
5. Support your team to ensure accurate and timely data is recorded for guests to enable a robust impact assessment, delivery of funding contracts and the effective use of our resources;
6. Lead the recruitment, training and management of staff and volunteers and ensure they are highly motivated so that we can maintain the highest quality of service delivery;
7. Working with the Chief Executive, lead regular consultations with guests and partners ensuring the continuous improvement of our services;
8. To support staff and volunteers to uphold acceptable guest behaviour and, when required, to take the lead in reinforcing our health and safety policies.

Service Development

1. Develop excellent working relationships with partners both within the Support Centre and in the community.
2. Shiloh is a growing charity which aims to respond and adapt to changing internal and external circumstances. As a team leader you will be expected to approach change with a positive attitude and help others to embrace new opportunities.
3. Support the Charity’s fundraising, marketing and volunteer recruitment efforts by representing the Charity at external events/functions.


1. The Safeguarding and welfare of adults we support is our priority at Shiloh. This role will require the post holder to assume the responsibilities of the Designated Safeguarding Lead. You will ensure a safe and inclusive working environment and that our safeguarding policies are consistently applied.
2. Oversee the catering services within Shiloh to ensure that the team deliver high quality cooked food and maintain the highest standards in regards to Hazard Analysis and Critical Control Point (HACCP);
3. Produce service reports and updates for the Chief Executive and board of trustees, ensuring that information is accurate and timely.
4. Carry out and review the service delivery risk assessments, ensuring that your team are informed of the outcome and that appropriate actions are taken to mitigate any risks.

Financial Control

1. You will be required to manage the expenditure of some service-related budgets to ensure the effective use of our resources.


• The Support Centre can be a busy environment, with a number of hazards; it is the role of the Services Manager to minimise risk to themselves, guests, staff & volunteers, and other partners.
• There may be physical activity involved as part of the role. There may be long periods of time where the role holder will be on their feet, and some lifting/carrying of equipment may be required. The early morning street outreach involves walking reasonable distances over uneven terrain in uncertain weather conditions. Some community activities may also require your direct physical involvement e.g. walking/cycling groups.
• The role holder will take responsibility for applying the organisation’s Health and safety policy and be expected to raise the alarm in the event of emergency situation and safe evacuation of the building.


• Perform your duties in a manner that positively reflects the vision, values and mission of Shiloh Rotherham
• Willingness to take on other duties as required to further the aims and objectives of Shiloh Rotherham
• Take part in training and personal development and participate in Shiloh Rotherham team meetings, staff development, away days and reviews
• Provide cover for absent colleagues as required.
• Adhere to all of Shiloh Rotherham’s policies and procedures
• The role holder will be required to travel to carry out their duties, therefore a full UK driving licence and access to a road worthy vehicle will be required.

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