VERVE Service Manager - #189811

The Service

VERVE brings together an Alliance of Barod, Kaleidoscope, Adferiad, The Wallich and key commissioning partners—four respected organisations with more than a century of combined experience delivering substance use services across Swansea, Neath and Port Talbot (SNPT). Each partner contributes specialist expertise, deep local knowledge, and a proven commitment to high-quality, person-centred support. Together, this Alliance forms a deliberate, strategic partnership designed to meet the ambitions of the Alliance Mandate and contribute to system-wide transformation.

This collaboration is built on our shared belief that the complexity of need within substance use services requires a unified, integrated response. By bringing together our collective strengths and specialist knowledge, we are creating a service that is more effective, more responsive, and better equipped to deliver improved outcomes for the communities we serve.

Role Purpose

The Service Manager will work closely alongside the Head of Operations to lead in the delivery of the VERVE service across Swansea, Neath and Port-Talbot. They will oversee the day-to-day operation of the service and general co-ordination of service components and activity.

They will work closely with relevant stakeholders, partners and the commissioning team to determine the strategic direction of the service and ensure that the service is delivering high-quality, evidence-based treatment services in a trauma-informed way.

Main Duties and Responsibilities

Staffing & Workforce Development

• Lead recruitment, induction, supervision and appraisal of staff, ensuring effective performance management and development.
• Work with the Head of Service and HR on staffing matters including wellbeing, disciplinary, grievance and complaints processes.
• Promote staff development through coaching, training opportunities and continuous professional development.

Service Delivery & Stakeholder Engagement

• Oversee day-to-day service delivery across all service components.
• Ensure strong and effective working relationships between staff, service users, partners and commissioners.
• Develop and maintain joint working arrangements with partner agencies.

Performance, Quality & Service Improvement

• Monitor, analyse and evaluate service performance using case management and other data sources.
• Identify unmet need, service gaps and underperformance, and develop appropriate improvement strategies.
• Produce and disseminate performance information in required formats for internal and external stakeholders.

Governance, Safeguarding & Compliance

• Ensure compliance with safeguarding, data protection (GDPR) and all relevant statutory requirements.
• Support delivery of high-quality, innovative services aligned to the alliance values and mandate.
• Facilitate and chair internal and external meetings as required.
• Respond to requests from Alliance colleagues and contribute to audit and reporting processes.
• Ensure service users are actively engaged in service design and continuous improvement.
• Oversee communications, campaigns and promotional activity.
• Manage complaints, feedback and reporting requirements to commissioners and external bodies.

Strategy & Service Development

• Provide strategic leadership and professional advice on best practice in adult and CYP substance use services.
• Represent VERVE at strategic forums and external stakeholder meetings.
• Contribute to development and review of policies and procedures.
• Promote and represent the service publicly, including engagement with media where appropriate.

General

• Ensure accurate and secure management of all service information in line with GDPR and organisational protocols.
• Maintain and manage buildings, premises and mobile vehicles used by the service.
• Undertake other reasonable duties as requested, but which may not be specified within the job description.

Pay: £39,614.00-£44,150.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Company events
• Enhanced paternity leave
• Health & wellbeing programme

Work Location: In person