Job Description

Deputy Service Manager – Stepping-Stones-Services

Reports to: Service Manager
Direct Reports: Support Workers Reports to: Service Manager
Hours: 40 Hours – Full Time (including on-call as required)

Rate of Pay: £14.50 per hour (Potentiially converted to a salaried rate of £30,160

Job Purpose

The Deputy Service Manager is the operational lead within the service, working directly under and alongside the Service Manager to ensure full regulatory compliance, high-quality person-centred support, and effective team performance.

The role is accountable for the day-to-day management, governance, and quality assurance of the service. The Deputy Service Manager acts as the Service Manager in their absence and is responsible for ensuring that:

• CQC compliance standards are met and maintained
• Documentation and care records are audit-ready at all times
• Staff are supervised, competent and performance managed
• Incidents, safeguarding and risk are robustly reported
• Quality of life outcomes for supported individuals are actively promoted and evidenced

This is a leadership and management role, not a senior support worker position.

Key Responsibilities

1. Leadership & Operational Management

• Lead and manage the day-to-day running of the service
• Act as the delegated lead in the absence of the Service Manager
• Provide clear leadership and direction to support staff
• Manage rotas effectively to ensure safe staffing levels
• Approve annual leave and manage absence proactively
• Ensure effective shift planning aligned to assessed support hours
• Maintain a visible and consistent presence within the service
• Lead team meetings and communicate service priorities clearly

2. Compliance & Regulatory Governance (Core Focus)

The Deputy Service Manager is directly accountable for ensuring the service is inspection-ready at all times.

• Work in line with CQC regulations and current legislation
• Ensure all daily records meet legal and regulatory standards
• Complete and oversee:
  • Weekly medication audits
  • Weekly compliance checks
  • Monthly service audits
• Ensure care plans and risk assessments are accurate and up to date
• Maintain audit trackers and ensure actions are completed
• Ensure accurate and timely incident, complaint and safeguarding reporting
• Support RADAR and incident management systems
• Conduct low-level investigations
• Prepare compliance data for Service Manager review
• Support CQC inspections and provide evidence when required

3. Quality of Life & Person-Centred Practice

• Promote and audit person-centred care
• Support individuals to exercise choice and independence
• Attend MDT and review meetings
• Monitor and evidence quality of life improvements
• Conduct spot checks to ensure dignity and respect
• Ensure MCA and DoLS compliance is embedded

4. Staff Management & Performance Accountability

• Conduct supervisions (minimum every 3 months)
• Complete annual appraisals
• Carry out competency assessments and observations
• Identify training needs and ensure compliance
• Lead disciplinary and performance processes
• Address team issues promptly
• Promote a culture of accountability and high standards
• Support recruitment and induction

5. Risk, Safeguarding & Incident Management

• Complete and review risk assessments
• Ensure behavioural support strategies are followed
• Report and escalate safeguarding concerns
• Investigate incidents and implement action plans
• Analyse trends and implement preventative measures
• Ensure health and safety compliance

6. Administration & Reporting

• Produce monthly service performance reports
• Maintain accurate staffing and rota records
• Report KPIs weekly to the Service Manager
• Ensure all documentation is audit-ready

Accountability Framework

Performance will be measured against:

• CQC readiness and audit scores
• Supervision compliance rate (100%)
• Training compliance rate (minimum 95%)
• Incident response quality and timeliness
• Reduction in medication errors
• Care plan and risk assessment compliance (100%)
• Staff turnover and sickness levels
• Service user quality of life outcomes

Essential Requirements

• NVQ Level 3 in Health & Social Care (or willingness to work towards)
• 2–3 years supervisory experience in supported living
• Strong knowledge of:
  • CQC Regulations
  • Health & Social Care Act
  • MCA & DoLS
  • Safeguarding frameworks
• Experience in audits and compliance management
• Experience conducting supervisions and performance management
• IT literate
• Full UK driving licence

Key Competencies

• Strong leadership and accountability
• Highly organised and process-driven
• Compliance-focused mindset
• Confident managing difficult conversations
• Proactive and solution-oriented
• Calm under pressure
• High professional standards

Employee Benefits

• Employee Assistance Programme via Wellbeing Matters
• Reward Gateway retail discounts platform
• £500 Refer-a-Friend Scheme
• Ongoing training and professional development opportunities
• Supportive management and career progression pathways

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