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.