Role overview

The Services Manager (Housing) will primarily focus on the managing New Horizon's Housing Advice service, delivered both from the day centre and remotely. They will work alongside another Services Manager (Housing), whose focus is primarily on our Accommodation Projects.

Key details

• Contract type and hours: The contract is ongoing, subject to successful completion of a six-month probationary period. The post holder will be required to work 35 hours per week. Some work over the Christmas period will be required.
• Salary: The starting salary for this role is £37,024. The salary scale is AP32 (£37,024) – AP36 (£41,600).
• Location: New Horizon Youth Centre, 68 Chalton Street, London, NW1 1JR
• Application deadline: 9am, Monday 3 November 2025
• How to apply: complete our application form below, submit your CV and write a 2 page cover letter/supporting statement. Please don't include your name or address in your CV or cover letter.

Key objectives:

• To maintain and build a network of partnerships with relevant external stakeholders to improve young people’s housing outcomes.
• To support the Head of Services in the daily running of New Horizon Youth Centre’s (NHYC) Housing services, including Advice and Accommodation Projects, ensuring they respond holistically to young people with multiple complex needs.
• To support the management and development of a team of Housing Advice and Support workers.

Reporting to: Head of Services - Housing

Main tasks and responsibilities

Staff management

To work with the Head of Services to lead, supervise and develop team members, and to ensure that the Housing team makes a full and positive contribution to the achievement of New Horizon Youth Centre’s mission. This will include:

1. Participating in recruitment, selection and induction of new staff, locums, students and volunteers.
2. Leading, managing and motivating team members by means of:
   1. Drawing up and carrying out planned programmes of induction.
   2. Setting and monitoring individual performance objectives and targets.
   3. Holding regular, recorded supervisions, annual appraisals and team meetings
   4. Coaching and training staff, volunteers, students and locum workers and actively promoting a learning and development environment.
   5. Managing the workload of the team and preparing rotas to ensure that adequate cover is provided at all times.
3. Dealing with problems concerning staff conduct, performance and attendance in line with policies and procedures.

Young people's services

To work with the Head of Services on managing the Housing Advice service and partnerships that will ensure the provision of broader high-quality services to young people. This will include:

1. Supporting the Head of Services in all aspects of the development and delivery of the service, ensuring young people receive a high-quality service from the point of registration to move-on.
2. Development and management of the service to meet the standards required by clients, external assessors and funders.
3. To maintain and build a network of partnerships with relevant external stakeholders to improve young people’s housing outcomes.
4. Continued use of feedback and showing a commitment to a service that is sensitive and responsive to clients’ needs.
5. Processing and responding promptly and objectively to complaints from clients and other agencies.
6. Contributing to the running of the day centre including acting as Duty Manager, coordinating daily work planning, managing Health and Safety and addressing any safeguarding issues as a priority.
7. Assisting with developing satellite services within the service, ensuring that Service Level Agreements are established, reviewed and monitored.
8. Taking a hands-on approach to dealing with complex or difficult cases.
9. Contributing to applications for new project funds or other resources.

Sharing best practice

To proactively share best practice with internal and external stakeholders in order to maximise the impact of the work of NHYC. This will include:

1. Developing effective working relationships with specialists and agencies who might offer resources, funding, or individual services relevant to young people’s needs e.g. Local Authorities, Social Services, the DWP, health services, and other voluntary sector agencies. Formulating Service Level Agreements where appropriate.
2. Working with the Head of Services to research and pilot new systems that will benefit the service and assist in best practice sharing throughout the whole organisation.
3. Promoting and representing NHYC at relevant forums, meetings and events.

Information management

To produce and maintain accurate and useful information in a range of formats in order to promote effective service delivery and evaluation. This will include:

1. Inputting and extracting information from the CRM and other accounting systems. Utilising computer software for the production of correspondence and reports. Ensuring relevant project monitoring and evaluation is completed.
2. Producing written reports in a variety of formats to meet the requirements of senior managers, funders and service providers.
3. Being self-servicing in day-to-day administration, including time management.
4. Ensuring the service is fully compliant with NHYC GDPR policies.

Reviewing personal and professional development needs

To be proactive in reviewing and evaluating own performance and identifying and acting upon areas for improvement. This will include:

1. Reviewing and evaluating own performance in line with feedback to identify strengths and areas for development. Identifying own learning and development needs and opportunities.
2. Undertaking development and training opportunities and being responsible for obtaining maximum benefit through review, reflection, and practice.

Other

To contribute positively and constructively to the development of the teams, service and NHYC. This will include:

1. Acting on behalf of the Head of Services on day to day matters in their absence and contributing to the overall management of the team as requested.
2. Covering for other members of the team as necessary.
3. Following NHYC’s policies, procedures and performance expectations in all functions of the post.
4. Undertaking as required any other duties compatible with the level and nature of the post and/or reasonably required by the Head of Service or Leadership Team.

Person specification

We are looking for an individual who can demonstrate the following competencies to a high level and want to use these to the full in their work.

(E) – Essential

(D) – Desirable

Qualifications, experience and track record

1. Experience of managing a service within a housing or day centre setting, including specialist work and resolving difficult situations with clients. (E)
2. Ability to support and coach staff teams to help young vulnerable people to identify personal goals and support mechanisms for change, including those young people with multiple complex needs. (E)
3. Experience of line management, including coordinating the work of a number of individuals to achieve effective outcomes. (D)
4. Ability to create and maintain effective external partnerships to achieve organisational aims and objectives, including effectively communicating information at external meetings and events. (E)
5. Experience of using IT systems (including knowledge of databases to support the achievement of personal and collective work goals. (E)
6. The ability to multitask in a fast-paced environment. (E)

Knowledge and skills

1. Knowledge of effective line management principles and the ability to motivate others to deliver high quality services. (E)
2. Ability to maintain enthusiasm for a high level of contact with young people on a day-to-day basis and a genuine passion for supporting young people to move towards independent living. (E)
3. Ability to managing diverse behaviour in a psychologically informed manner. (E)
4. Thorough and up-to-date knowledge of:
   1. Local and National Government policies and procedures in relation to the client group (D)
   2. Relevant organisations and their role/responsibilities in providing support to young people (D)
5. Knowledge of working to performance indicators, including monitoring and reporting on service outputs/outcomes, analysing performance information, and identifying corrective action. (E)
6. An understanding of and a commitment to Equity, Diversity and Inclusion as it applies to a supportive service and in the workplace (E)
7. A high level of knowledge of health and safety issues in a working environment. (E)
8. Experience and knowledge around safeguarding policy and procedures for children and vulnerable adults. (E)

Timescales and how to apply

Dates

• Closing date for applications: 9am, Monday 3 November
• Shortlisted candidates will be informed: Friday 7 November
• Interviews: Friday 14 November

Application process

1. Complete the application form below
2. Upload your CV setting out your career history, education or qualifications, and other key responsibilities or achievements. DO NOT INCLUDE YOUR NAME OR INITIALS IN THE DOCUMENT FILE NAME
3. Write a cover letter / supporting statement (no more than 1500 words) highlighting your suitability for the role and how you meet the ESSENTIAL criteria listed on the Person Specification, and any additional relevant desirable points you wish to share. Do not include your name, address or any personal details. This is an important part of your application so must be completed. We recommend you work on this in another text file (such as Word) and copy and paste it into the box below when you are ready to submit.

We do not consider incomplete applications.

You will be notified if you have not been shortlisted. However, we are unfortunately unable to provide each individual application with feedback.

If you have any questions or would like to arrange a call to discuss the role, please feel free to email us at recruitment@nhyouthcentre.org.uk or call 0207 388 5560.

Click here to see the job pack in PDF format or the job pack in Word format.