Job Description:

Marks Consulting Partners are currently looking for a Hostel Services Manager to work with one of our Housing Association clients.

What the Job Will be doing

• Leading and managing the day-to-day delivery of supported housing and hostel services across multiple sites.
• Managing, coaching and developing Team Leaders and Support Coaches to deliver high-quality, customer-focused services.
• Promoting a psychologically informed, trauma-informed and strengths-based approach to supporting customers.
• Ensuring customers receive safe, secure and well-managed accommodation while achieving positive move-on outcomes.
• Monitoring service performance, KPIs, void levels, rent collection, arrears and tenancy sustainment, taking action where improvements are required.
• Leading on safeguarding, risk management and complex case oversight, ensuring customers receive appropriate support.
• Working collaboratively with local authorities, health professionals, support agencies and community partners to deliver positive outcomes.
• Managing complaints, ensuring they are resolved professionally and in line with organisational procedures.
• Leading service improvements, reviewing operational processes and implementing innovative ways of working.
• Managing service budgets, monitoring expenditure and ensuring value for money across the service.
• Producing performance reports, analysing data and presenting information to senior management.
• Supporting legal action where required, including representing the organisation in court and working with solicitors.
• Working closely with Housing Management, Income, Property Services and Compliance teams to ensure a seamless customer journey.
• Participating in the on-call rota, providing leadership and decision-making support outside normal working hours.

What You Will Need

• Previous management experience within Supported Housing, Hostels, Homelessness, Social Care or Housing Management.
• Experience leading and developing high-performing teams within a customer-focused environment.
• Strong knowledge of safeguarding, trauma-informed practice and supporting vulnerable people.
• Experience managing complex cases, risk assessments and multi-agency working.
• Strong understanding of housing management, tenancy sustainment, income management and homelessness services.
• Experience monitoring KPIs, budgets, performance and driving continuous service improvement.
• Excellent leadership, communication and stakeholder management skills.
• Ability to build strong partnerships with local authorities, support providers and external agencies.
• Strong organisational skills with the ability to manage multiple priorities and services.
• A proactive, resilient and solution-focused approach with a passion for delivering excellent customer outcomes.