Head of Services

Mustard Tree is a charity dedicated to combating poverty and preventing homelessness across Greater Manchester. For more than 30 years, we have supported people by providing essential items through our community shops and helping individuals build brighter futures through 1-2-1 support, training programmes, employment support and community activities. The Head of Services is responsible for the operational leadership of the charity's services, ensuring high-quality, safe, person-centred support for people experiencing homelessness, financial hardship, and social exclusion. As a member of the Senior Leadership Team (SLT), the postholder will provide leadership and support managers to deliver excellent outcomes for service users and will also contribute to organisational strategy, performance, culture, and sustainability. Travel will be required across the three sites and so a driving licence/car is important to enable effective time management and delivery of this role., Ensure services are delivered to achieve meaningful outcomes, such as access to housing, progression into training, volunteering or employment, improved wellbeing, increased independence, successful integration. Ensure we embed our values in service delivery - belief, dignity, opportunity, diversity and partnership.

• Leading and Developing Service Managers
Provide leadership, coaching and accountability to service managers, ensuring they effectively manage teams, achieve objectives and deliver services aligned with Mustard Tree's values and strategic priorities. Lead by example, confident in de-escalating issues and working with people facing complex and multiple barriers.
• Overseeing Service Delivery and Quality
Deliver quality, effectiveness and consistency of support, advocacy, training and employability services across all sites - ensuring they meet the needs of beneficiaries and comply with contractual, regulatory and safeguarding requirements.
• Championing Safeguarding, Equality and Inclusion
Ensure robust safeguarding practices are embedded across all services and promote an inclusive approach that supports people from diverse backgrounds, including those experiencing homelessness, poverty, displacement and social exclusion.
• Delivering Performance and Impact Management
Use data, service outcomes, service user feedback and Key Performance Indicators to evaluate effectiveness, identify improvements and demonstrate the charity's impact to senior leaders, staff teams, trustees and funders. Proactively manage effectiveness of staff teams using Personal Development / Improvement plans.
• Building Strategic Partnerships
Develop and maintain relationships with local authorities, housing providers, employers, training providers, health services, funders and community organisations to enhance opportunities and support for service users.
• Contributing to Organisational Strategy and Growth
As part of the Senior Leadership Team, develop and implement strategic plans, identify opportunities for service development, secure funding, influence policy and strengthen the charity's reputation and long-term sustainability.
• Managing Resources and Budgets
Oversee service budgets, staffing structures and resource allocation, ensuring services operate efficiently, achieve value for money and remain sustainable while meeting demand. Mustard Tree has developed a Competency Framework for all our staff members which outlines the Mustard Tree standard of key competencies across all roles. As a Senior Manager, this role will model the competencies and behaviours that we ask all our team to work towards. Key Competencies - Head of Services 1. World Class Welcome and Customer Service
• Role models Mustard Tree's commitment to delivering outstanding, person-centred services that place the needs, dignity, and experience of service users at the heart of decision-making.
• Proactive in Living and Sharing our Culture, Values and Behaviours
• Models Mustard Tree's values consistently in decision-making, leadership style and interactions with internal and external stakeholders ensuring direct reports do likewise.
• Creates the conditions for managers to build psychologically safe, supportive and high-performing teams.
• Courage in Problem Solving and Embracing Change to Meet Needs
• Demonstrates resilient and adaptable leadership in complex and challenging environments, taking accountability for service performance and outcomes.
• Promotes empathy and a solutions-focused mindset, ensuring services remain responsive to the needs of service users.
• Confident in Safeguarding and Incident Management
• Demonstrates leadership in safeguarding, risk management and inclusive practice, ensuring managers and their teams create a safe and supportive environment.
• Promotes a culture of vigilance, accountability and professional curiosity, ensuring safeguarding concerns and risks are identified, managed and escalated appropriately while maintaining the dignity, rights and wellbeing of all involved.
• Skilled in Analysing Impact and Reporting
• Use of qualitative and quantitative data to assess performance, identify trends, and evaluate outcomes for service users.
• Ensures reporting is accurate, transparent, and meaningful for a range of stakeholders, including senior leaders, trustees, funders, and partners.
• Encourages a culture of reflection, learning, and evidence-based practice to continuously enhance service quality and organisational impact.
• Positive Management of Stakeholders, Partners and Supporters (team leaders, managers and senior leaders)
• Demonstrates the ability to build and maintain influential relationships with internal and external stakeholders, leading through managers to ensure effective partnership working, transparent communication and shared accountability.
  
  Relevant Degree / Graduate CV
Safeguarding Adults Level 3
• CV
Relevant experience gained through leadership roles
• CV
Driving Licence
• CV
Experience Minimum three years' experience managing managers.
• CV / interview
Delivering support services to vulnerable adults.
• CV / interview, Excellent Communication Skills Interview
De-Escalation and Problem-Solving Skills
• Interview
Reflective Practice
• Interview
Experience of External Supervision
• Interview
Personal attributes Resilience
• Interview
Accountability
• Interview
Reflective and proactive in learning
• Interview
Kindness and Empathy
• Interview
Ability to travel across three sites
• CV