Service Manager

Do you want to make a real difference in your community?

Location: Hastings and surrounding areas

Deadline for applications: 5pm, 19th October

Interviews: Thursday 29th October

About the Role

The Refugee Buddy Project is looking for a passionate and committed person to join our team as a Service Manager. This is an exciting opportunity to support refugees, people seeking sanctuary, and migrant communities while helping to build a culture of welcome, inclusion, and belonging.

Who You Are

If you share our values and would like to be part of a refugee and migrant-led organisation creating positive change, we’d love to hear from you.

Service Manager (HR and Operations)

Reports to: CEO

Location: Office, Rock House and possible travel to other locations

Hours: 15 hrs (2 days per week)

Salary: 2 days per week £12,000 (full time equivalent £30,000.00)

Holiday: 28 days full time, inclusive of bank holidays (pro-rated for part time), rising with service to a max of 30 days.

Pension: 3% contribution from The Refugee Buddy Project, which must be matched by a 5% personal contribution.

Contract: Up to end of August 2027. To commence in November 2026.

Job Purpose

The Service Manager is responsible for the effective day-to-day management of services, staff, volunteers, human resources functions, and operational systems. The postholder will ensure the organisation delivers high-quality services, complies with employment and regulatory requirements, and operates efficiently to achieve its strategic objectives. They will be required to work closely with the CEO and Head of HR & Operational Management to fulfil the role.

Key Responsibilities

Service Management

• Oversee the delivery of all services and programmes.

• Ensure services meet organisational standards, policies, and contractual requirements.

• Monitor performance against objectives and outcomes.

• Identify opportunities for service improvement.

• Prepare reports for senior management and trustees.

Human Resources

• Lead recruitment, onboarding, and induction processes.

• Maintain employee and volunteer records (annual leave, sickness absence).

• Support performance management, supervision, and appraisals.

• Manage absence, disciplinary, grievance, and capability procedures.

• Ensure compliance with employment law and organisational policies.

• Coordinate staff training and professional development.

• Promote equality, diversity, inclusion, and staff wellbeing.

Operations Management

• Oversee office and operational systems.

• Ensure effective management of facilities, equipment, and IT systems (in conjunction with the Head of HR & Operational Compliance).

• Implement and monitor organisational policies and procedures.

• Support business continuity planning and risk management.

• Ensure compliance with health and safety requirements (Dove Café).

• Manage supplier and contractor relationships.

Compliance and Governance

• Ensure compliance with GDPR and data protection requirements.

• Maintain accurate records and reporting systems.

• Support audits, inspections, and funding requirements.

• Contribute to policy development and organisational governance.

Financial Oversight

• Monitor expenditure against budgets.

• Authorise expenditure within delegated limits.

• Support financial planning and reporting processes.

• Ensure value for money across operational activities.

Person Specification

Essential

• Experience in service or operational management.

• Experience of HR administration and employee relations.

• Strong leadership and people management skills.

• Knowledge of employment legislation and HR best practice.

• Excellent organisational and problem-solving abilities.

• Experience of policy implementation and compliance monitoring.

• Strong communication and relationship-building skills.

• Competent in Microsoft 365 applications.

Desirable

• CIPD qualification or equivalent HR experience.

• Experience within the charity, public, or community sector.

• Knowledge of safeguarding and data protection requirements.

• Experience managing volunteers.

Key Competencies

• Leadership

• Decision-making

• Communication

• Team development

• Organisational planning

• Problem solving

• Attention to detail

• Confidentiality and professionalism

This role combines strategic oversight with hands-on management of services, people, and organisational operations to ensure effective service delivery and a positive working environment.

To apply:

Email your CV and a covering letter of no more than one side of A4, telling us why you are the perfect candidate for the job. The covering letter needs to be an attachment, not written in the body of the email.
info@therefugeebuddyproject.org

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