Service Manager

  • Full time
  • £32,000 – £35,000
  • Hybrid working - Galashiels & Remote
  • Closing 30th June 2022

  • Advertised from 26th May 2022
  • Permanent


Programme: Borders Brain Injury Service & Reconnect with Confidence

Dynamic Community Fusion (DCF) is a Community Interest Company (CIC) established in 2019 and operated throughout the Scottish Borders.

Our aim is to make a positive difference to people’s lives. We are interested in developing new solutions which help marginalised groups to fully engage and participate in society.

Collaboration is at the heart of everything we do. Using existing relationships with established organisations and creating new relationships to challenge and address unmet needs, help us to deliver services where we can enhance people’s quality of life.

To help achieve our goals, DCF collaborates with Scottish based employability and education provider Triage. With Triage providing access to resources and experience to further support the aims of DCF.

Triage and DCF are both Disability Confident Employers who wish to engage and encourage people with a disability or long-term health condition, ensuring they have the opportunity to fulfil their potential and realise their aspirations.

We will interview all disabled applicants who meet the minimum requirements for the job and make reasonable adjustments to ensure candidates are not disadvantaged in any way.

Your new role….

Working within the Health and Social Care field the post holder will have full management responsibility for the efficient and effective running of our outreach community-based programmes – Border Brain Injury Service and Reconnect with Confidence.

The service from both programmes is designed to support people (Service Users) who have experienced a brain injury and/or neuro condition, as well as their family members and/or carers in the Scottish Borders council area.

The service is underpinned and delivered in accordance with the principles set out in legislation and relevant policies of the Scottish Government, in particular:

  • The Social Care (Self-directed Support) (Scotland) Act 2013
  • Health and Social Care Standards: My support, my life
  • National Health and Wellbeing Outcomes

The key aim of both programmes is to provide a flexible and individualised service which supports adults with a brain injury to achieve positive outcomes in their life by:

  • Living in their own home in a way which promotes the independence, health and wellbeing and safety of Service Users and others
  • Developing valued and healthy lifestyles
  • Enjoying full participation in the community
  • Consulting them and involving them in all aspects of their Personal Plan
  • Ensuring they have valued daytime opportunities
  • Ensuring they have friendships and maintain links with families

Performance Management and Delivery Expectations:

  • Daily, weekly, and monthly monitoring of individual staff performance against agreed KPIs
  • Close management of the profit and loss, forecasting, performance against budget and contractual adherence
  • Utilising Management Information tools to monitor performance, trends, and best practice
  • Oversee regular team caseload conferencing reviews/sessions to ensure information flow and best practice to enable appropriate service user interventions to take place
  • Weekly and monthly reviews of performance and targets through adherence to the company Performance Management Framework
  • Present performance formally on a quarterly basis at Director level meetings, which are also designed to support through the sharing of best practice
  • Provide publicly available information that improves awareness of brain injury and the support available
  • Service Users living with a brain injury and their families should be better informed and able to live as independently as possible in their own home, as a result of the excellence support and service provided by your team
  • Service Users will be involved in the design and delivery of their personal plans that reflects their views and wishes and they will have the opportunity to explore various meaningful activities
  • Actively marketing the programmes we deliver to improve visibility and understanding of what we have on offer
  • Completing any necessary reports as required to evidence the value added through the service to the Director and the local commissioner(s)

Quality and Continuous Improvement:

  • Closely monitoring all quality assurance related aspects of the programmes paperwork, digital recording systems and delivery to meet internal and external quality assurance expectations
  • Monitoring the quality of customer service in our delivery and resolving escalated complaints
  • Liaising with internal stakeholders to ensure that customer service issues and complaints beyond the remit of your team are resolved
  • Development and monitoring of a continuous improvement plan for the programmes
  • File checks/spot checks to ensure high quality and accuracy of written/recorded documentation and that action plans reflect a journey towards the Service Users goals and aspirations
  • Attend and contribute to National Manager Networking events

People Motivation, Coaching and Development:

  • Periodic performance management meetings with all staff and bi-annual development appraisals
  • Qualitative observations of staff service delivery and provision of relevant feedback and follow up
  • Mentoring staff, coaching for performance and quality maintenance or improvement as required
  • Identifying skills gaps and co-ordinating development actions and training interventions for the team to excel in their roles
  • Working closely with the Triage Learning & Development Specialist on team and individual training plans
  • Managing absence and attendance including return to work interviews, maintenance of leave and sickness records
  • Providing counsel and support to staff as necessary, assisting in the management of their work-life balance
  • Cascading information and disseminating company briefings through clear concise written communication and a regular programme of formal and informal team meetings
  • Supporting recruitment of your team and across the wider business as required
  • Supporting new staff through specific actions identified in their role specific induction programme, and managing them to achieve early productivity success and pass probation

Stakeholder Engagement

  • Work collaboratively and in partnership with individuals, community-based services, and providers to support Service Users with a brain injury and their carers to live in the community
  • Manage local partnership relationships and attend specific meetings or events as invited and as proactively arranged to ensure the relationships are effective
  • Preparing and delivering presentations at partner, stakeholder and community events as required
  • Manage and build on commissioner relationships to maximise current and new service provision potential

Health and Safety

  • Health & Safety monitoring and risk assessments both for staff and premises
  • Property management and maintenance reporting in liaison with the commercial department as required

What we are looking for…

Although the list below demonstrates some of the experience we are looking for, you may have some transferable skills that you could apply to a few of the points below to replace any direct experience gaps.

  • Background of working collaboratively with individuals with health-related barriers to overcome these and improve their life in some way
  • Knowledge of the challenges people face following head injury, social, emotional, physical, and cognitive
  • Working collaboratively with individuals, community-based services, and statutory services to achieve the best outcomes for individuals
  • Able to facilitate the integration of individuals with a brain injury into their community by promoting non-stigmatising and non-discriminatory practice
  • Ability to promote Brain Injury awareness and the needs of individuals who have experienced brain injury to the public and fellow professionals

The below skills are essential for this role and by applying you are confirming you can demonstrate this level of experience

  • Experience of working in a Health and Social Care setting
  • Working within or knowledge of statutory frameworks
  • Ability to work with people in a non-judgemental manner
  • Experience of supporting individuals to achieve their set outcomes
  • Ability to organise and manage time efficiently and effectively
  • Ability to adjust communication style to suite the audience
  • Experience of managing a team responsible for achieving collective or individual targets/goals
  • Experience and demonstrable success in coaching, developing, and motivating staff
  • A natural influencer and motivator

Application notes

To apply, please email your CV and cover letter to

Closing date : 30th June 2022

Applications will be reviewed on an ongoing basis so please submit your application as soon as possible. We reserve the right to close the vacancy before the closing date.