Deputy Manager

Job Role:

The Deputy Family Service Manager supports the day\-to\-day running of the House, providing visible leadership across shifts and helping to maintain a well\-managed environment for families, employees, volunteers and visitors.

The Deputy holds delegated operational responsibility for the House, resolving day\-to\-day issues using initiative and sound judgement and escalating high\-risk or out\-of\-scope matters to the Family Service Manager. The role includes participation in an on\-call rota.

The Deputy supports safeguarding practice within the House, in line with procedure.

Key Responsibilities:

House Leadership \& Operational Oversight

• Oversee day\-to\-day House operations across shifts, ensuring a safe, consistent and welcoming service.


• Act as a senior point of contact for families, employees, volunteers and contractors; resolve issues and manage incidents within delegated authority.


• Coordinate occupancy, room readiness and move\-ins/move\-outs, ensuring accurate records and smooth turnaround.


• Ensure clear handovers and logging of actions/decisions to maintain continuity and risk management.

Family Services \& Wellbeing

• Build positive, professional relationships with families, providing practical support and signposting within appropriate boundaries.


• Respond sensitively to families experiencing stress, trauma or crisis, maintaining confidentiality and professional standards.


• Handle concerns and complaints promptly; address inappropriate behaviour in line with House guidelines and escalate where required.

Safeguarding \& Incident Response

• Act as the House's Safeguarding Support (Level 2\), working with the Family Service Manager (Safeguarding Champion) and following escalation pathways.


• Respond to safeguarding concerns, incidents or disclosures in line with procedure, including taking immediate action where there is an urgent risk of harm.


• Record concerns/incidents accurately, promptly and factually, ensuring information is stored/handled appropriately.


• Support employees and volunteers to understand and follow safeguarding procedures, including signposting to training and guidance.

People Management \& Team Leadership

• Line manage Family Services Assistants and Maintenance Operatives (as applicable), setting clear priorities and expectations.


• Support rotas, induction and training; provide coaching and feedback to ensure consistent standards across shifts.


• Identify performance, conduct or wellbeing concerns early and escalate to the Family Service Manager for formal processes, in line with HR policy.

House Standards, Safety \& Compliance

• Maintain high standards of safety, cleanliness and presentation across the House, taking action and following up to completion.


• Complete routine health and safety checks, report hazards promptly and ensure actions are logged and progressed.


• Coordinate maintenance and repairs with colleagues/contractors and ensure compliance with policies and emergency procedures.

Person Specification:

Essential

• Experience supervising others and supporting performance through coaching, feedback and clear expectations


• Experience working in a customer\-facing, care, hospitality or family support environment, including handling sensitive situations


• Good working knowledge of health \& safety responsibilities and the ability to follow procedures and complete checks


• IT confidence (e.g., Microsoft Office) and ability to use digital systems for records, rotas and reporting


• Well organised and adaptable, with strong administrative skills and attention to detail (including accurate record keeping)

Desirable

• Previous experience in a safeguarding\-focused environment (e.g., children, families, health or social care settings)


• Experience working in a shift\-based environment, including weekend working and/or participating in an on\-call rota

Additional Requirements

• DBS check required.


• Participation in weekend working and an on\-call rota.


• Commitment to RMH values, safeguarding and promoting the welfare of children and vulnerable adults.

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