Service Manager

Location: 105a Howard Street, North Shields, Tyne and Wear, NE30 1NA

Salary: £35,520 - £51,060 (this will be pro rate based on 30 Hours)

Contract: Permanent, 30 hours per week

Working Pattern: 4 days per week.

Please note: The salary listed reflects the full earning potential for this role. Starting salaries depend on experience and progression within the band. 

About Waythrough 

Waythrough was formed in 2024 following the merger of Humankind and Richmond Fellowship. Together, we’ve created one of the largest mental health and social support charities in England. 

Every year, we support around 125,000 people through nearly 200 services – and it’s all made possible by our 3,500 brilliant staff and volunteers.

Make a real difference in your community 

Are you passionate about helping others live safer, healthier, more independent lives? Join our team at Waythrough and support people facing challenges around mental health, substance use, housing or domestic abuse. This is more than just a job – it’s a chance to build meaningful relationships and create lasting change. 

About the Role:

Are you an experienced manager with a passion for supporting people to achieve positive change? Do you have the leadership skills to inspire a team, deliver high-quality services and make a real difference to people’s lives?

We are looking for a Service Manager to lead and oversee three services based at 105a Howard Street, North Shields.

This is an exciting opportunity to shape service delivery, support the development of your team and ensure the people accessing our services receive safe, effective and high-quality support.

Working in a busy, fast-paced environment, you will provide operational leadership across three services, with a focus on delivering high-quality housing and mental health support.

You will oversee service performance and ensure that contractual targets and quality standards are consistently achieved. You will also build strong relationships with key partners and stakeholders, representing Waythrough at meetings and partnership forums.

As Service Manager, you will have the opportunity to influence how our services develop, strengthen the support we provide and help your team deliver positive outcomes, promoting independence, recovery and improved quality of life for the people who access our services.

What You’ll Do:

• Lead the day-to-day delivery of three services, ensuring high-quality, person-centred support.
• Support and develop your team through coaching, mentoring, recruitment, induction and performance management.
• Ensure effective assessments, risk management, support planning and interventions are in place to meet individual needs.
• Promote recovery, independence and positive outcomes for people accessing housing and mental health services.
• Monitor service performance, analyse data and drive continuous improvement to achieve key performance and contractual targets.
• Manage service budgets and financial performance, working closely with the Finance Team.
• Develop and implement service business plans in collaboration with senior management.
• Build effective relationships with commissioners, partner organisations and other stakeholders.
• Ensure the services operate in line with relevant legislation, safeguarding requirements, organisational policies and quality standards.
• Promote an inclusive and accessible service that recognises the diverse needs of the people we support.

What We’re Looking For:

We’re looking for someone who can lead with confidence, build a positive team culture and remain focused on delivering meaningful outcomes, even in a busy and demanding environment.

You will have:

• Experience of managing and delivering high-quality support services, with a strong focus on outcomes and performance.
• Knowledge and experience of supporting vulnerable people, particularly those experiencing mental health challenges, housing difficulties or homelessness.
• Experience of managing staff, developing teams and overseeing service delivery.
• Strong organisational, communication and problem-solving skills.
• Experience of monitoring performance, analysing management information and working towards targets.
• Experience of budget management and financial control.
• The ability to build effective relationships with commissioners, partners and stakeholders.
• Knowledge of safeguarding frameworks and relevant service delivery requirements.
• A recognised management qualification, or relevant equivalent experience.
• Experience of housing and/or mental health services.

Experience of substance misuse services would also be beneficial.

A driving licence and access to a vehicle would also be advantageous.

To view the full job description and person specification, CLICK HERE.

What We Offer

We value the people who make a difference every day. Alongside meaningful work, you’ll enjoy a comprehensive benefits package:

• 27 days’ annual leave, rising to 32 after 1 year (plus bank holidays)

• Pension scheme with 4.5% employer contribution, matched up to 6.5%

• Life assurance (3× annual salary)

• Enhanced sick pay and family-friendly pay

• Birthday leave and the option to buy up to 5 extra days’ annual leave

• Professional fee reimbursement for relevant qualifications

• 24/7 online GP access and Employee Assistance Programme

• Recognition and long service awards via our Way to Go and Aspirations portals

• £500 Recommend a Friend bonus

• Cycle to Work scheme and Credit Union membership

• Discounts via Blue Light Card, Charity Discounts, Extras and Tickets for Good

• Free will writing service and wellbeing initiatives throughout the year

Inclusion and accessibility 

Waythrough is proud to be an equal opportunities employer. We welcome applications from all backgrounds and communities, especially those with lived experience of the issues we support. 

We have signed up to the Disability Confident Scheme  - all applicants are welcome, and adjustments can be made to enable fair participation.

If you need adjustments or support to apply, please email our recruitment team: recruitmentteam@waythrough.org.uk 

Closing Date: