Service Manager

About Perennial

Perennial is passionate about building better futures for horticulturists and their families. Established in 1839, Perennial is needed more than ever, helping anyone who makes or looks after gardens, sport grounds, woodlands and other green spaces.

At Perennial we believe that every horticulturist and their families should have access to the services and support they need. We are entering an exciting period of growth and development to enable us to meet current demand and develop a range of preventative services.

We want our team to reflect the diversity of the communities we serve, offering equal opportunities to everyone.

Join us

We are now looking for a Service Manager to join our team. You will be passionate about delivering high quality advice and information services that create better futures for people working in horticulture. We are looking for an experienced manager who is person centred and confident in the delivery of holistic services that empower people to move forward in their lives.

Culture

Our strategy is underpinned by the following cultural principles and values:

The Perennial Journey

Each and every relationship that we have with people accessing our services is unique to that individual and their family. We want to continue engaging with people across horticulture ensuring that their entire Perennial journey is based upon trust, reliability, integrity and compassion. As we grow it is essential that the person-centred approach is at the heart of all we do.

The Perennial Family

Wherever you go in the horticulture sector, you encounter people who have known each other and indeed been friends for many years. Many of the companies that operate within the sector are family businesses. This quality of friendship and family is unique to the sector. We view all of our stakeholders as members of a family – the Perennial Family. At the heart of this family are the horticulturists whom we work with and their own families. We will grow and strengthen this network of relationships which brings such benefit to us all, but especially to those we serve.

Ambition

Perennial is in a uniquely powerful position to deliver life changing support for all horticulturists in need and their families; we are the only charity that covers the whole horticulture sector; we are well established; we are well managed; we are well resourced. Whilst we deliver excellent services, there is much more for us to do, much unmet need to meet and new approaches for us to take. We commit therefore to delivering our purpose and advancing on our vision with the ambition to make sustainable, measurable and brisk progress.

Innovation

We live in a rapidly changing world and the effects will be felt across all aspects of our work. Parts of our sector will be profoundly affected by technological changes such as robotics and new propagation and cultivation methods; advances in I.T. will be constantly changing the way we operate and communicate. In order to survive in this environment, we will need the capacity to change. In order to thrive we will need to anticipate, embrace and even lead change. Therefore, we will develop a culture of innovation that ensures that we are constantly looking to the future, that we encourage fresh thinking and ideas and that we are ready to implement new and better ways of operating.

Easy to do business with

We will make ourselves easy to do business with for everyone that comes into contact with us, internally and externally – horticulturists and their families, trustees, staff, volunteers, partner organisations, horticultural professionals, donors, volunteers and supporters. Success will depend on a combination of what we do and how we do it and will be achieved through ensuring that our processes, systems and communications are clear and simple and that our behaviour and our personality is warm, welcoming, inclusive and trustworthy.

Data Driven and Evidence Based

We will base our decisions on sound data, analysis and evidence.

The Role

As a Service Manager you will manage the operational delivery of advice, information and supporting services across the UK in liaison with our Head of UK Services and Head of Quality and Service Development. You will operationally manage our free, confidential and expert debt advice and money guidance services which is regulated by the Financial Conduct Authority.

You will manage the quality and service development of advice services encompassing money, debt and casework services and programme delivery across the UK in line with Perennial’s help and prevent strategic objectives. You will identify and support the implementation of new service initiatives that improve quality, efficiencies and impact. You will be responsible for overseeing and operationally supporting Perennial’s FCA compliance and reporting requirements.

You will be responsible for fostering a positive working culture whilst ensuring high quality, multi-channel holistic advice services are provided consistently to people working in horticulture and their families. You will ensure all our services support and empower people to build better futures. Helping people make positive behavioural changes, addressing challenges including unexpected and life changing events. Offering help through the provision of advice, information services and practical support to deliver our purpose of creating better futures. You will ensure that Perennial support people working in horticulture, helping them address their health, employment and money worries, recommending a range of solutions. Working with our Heads of Service to develop, track and measure interventions that deliver long term outcomes for people using our services. Working alongside our prevent team you will ensure that preventative and early help models are embedded across service delivery.

You will be a manager confident in managing services to quality standards and regulators including the Financial Conduct Authority. Supporting teams to provide advice and information across money, debt, benefits, housing, family, employment, health and social care.

About you

We are looking for someone who enjoys a dynamic, fast paced environment, a self motivated, experienced and inspirational manager who can provide operational management and support to our talented geographically dispersed advice teams. A problem solver with a positive outlook, engendering a can-do attitude across our work. Can turn strategy into real world success and thrives in a continuous improvement environment.

You will be passionate about ensuring services are truly holistic, based on lived experience becoming ever more responsive to changing needs, offering a wider range of support that is relevant to emerging needs.

Key Duties

• To inspire, lead and manage a geographically dispersed remote team, facilitating effective staff and resource management and team working, achieving objectives to deadlines.
• Undertake all operational and strategic responsibilities including, planning and allocating work, monitoring achievement of deadlines, and supporting staff as appropriate.
• To inspire and motivate teams to reflect on their practice, their development, the needs of the people using our services and how we can help people achieve their better futures.
• The ability to manage and motivate staff and offer face to face and remote supervision support, coaching reflective case management.
• To effectively identify any service failings and work to find effective solutions in a timely manner, working to address any practice or performance management issues in line with good practice.
• Recruitment, induction and management of the service teams.
• Ensure that appropriate training and development opportunities are identified to support staff to meet their objectives and develop their skills and competencies.
• Provide support and guidance to teams when dealing with challenging and complex cases.
• Develop an annual communications plan that celebrates success, shares good practice, and organisational updates. Ensuring that team meetings and support sessions are arranged and managed to required standards.
• Keep up to date on best practice systems and processes in advice delivery to ensure that services are responsive, flexible and agile to changing needs.
• To understand and advocate the support people experiencing a wide variety of life events require and the solutions and services which can help prevent re occurrence in the future.
• Manage high quality services that are compliant with all regulatory requirements, including internal quality frameworks, service standards, external standards including the Financial Conduct Authority.
• Implement best practice across the team to ensure efficient and effective operational delivery. To monitor and review case management protocols to maintain quality standards – identifying and implementing new ways of working where needed.
• Working with Head of Quality compliance partners to ensure Perennial’s regulatory compliance for FCA regulated and associated activities across strategy and operational practice and policies and procedures.
• Manage, monitor and report operational risks appropriately on a regular basis, minimising reputational damage and costs; including up to date Business Regulatory and Continuity Plans as well as relevant risk registers.
• Maintain with the Head of Quality a constructive and open dialogue with regulators and any other appropriate authorities and to ensure that any regulatory reports or enquiries are handled appropriately and promptly. Responsible for analysis of impact of applicable legislation and regulation to existing operating processes, policies, procedures and standards and ensuring compliance as appropriate.
• Working with other service areas to provide compliance advice, and guidance to support business objectives.
• Manage, monitor and support the reporting of operational risks, minimising reputational damage and costs, supporting the Head of Service to keep guidance, continuity plans and risk registers up to date. Preparing appropriate reports for meetings including for the senior leadership team, Board and Committee structures.
• Ensure teamwide compliance with organisational policies and procedures.
• Work across the organisation and externally to promote the services.
• To work closely with wider teams, to ensure that help, reach and prevent strategies are joined up and impactful.
• Ensure that senior management are kept fully informed of all regulatory matters and, that any developments are included within the compliance and risk framework.
• Maintain an excellent understanding of the latest developments of social policy and work collaboratively to effectively communicate the critical issues affecting the sector, both internally and externally.
• Oversee the review and development of existing regulated debt and money services.
• Ensure the widespread sharing of learning and effective models of support with a critical focus on quality and continuous improvement.
• Ensure consistent quality standards through undertaking and overseeing regular case checking, file reviews and observations and delivery focuses on person-centred interventions that are outcome focused.
• At all times to maintain the professional integrity and reputation of the Charity and represent their main interests in any dealings with colleagues, volunteers, professional bodies, partner agencies, groups and individuals.
• Within that overall context, the postholder is responsible for the planning and organisation of their own workload.
• To carry out any other duties that may reasonably be required in line with your main duties or in response to changing needs. In addition, you will be required to undertake other reasonable duties as directed by Heads of Services.

Person Specification

Your skills

• 5 years’ experience within an advice and information service delivery environment.
• Significant evidence of working with adults or families with complex needs to provide outcome-focused money advice interventions that support resilience and achieve long term change.
• Technical knowledge of key advice and information across, debt, welfare benefits, employment, health and social care systems and housing systems.
• 4 years’ experience of line managing a team and an understanding of how to effectively manage a dispersed remote working team.
• 2 years’ experience of line managing a team and an understanding of how to effectively manage a dispersed remote working team.
• Ability to assess the operational impact of regulations and policies and work to implement new processes seamlessly.
• A good understanding of organisational systems and frameworks, line management and project management.
• Knowledge of safeguarding, risk and needs assessment, and support planning procedures, as well as how this is delivered in practice.
• Demonstrate an ordered and disciplined approach to managing challenging caseloads, meet targets; plan and prioritise work in the face of competing demands.
• Ability to proficiently use IT packages and systems to a competent level.
• Ability to quickly and easily assimilate and understand information.
• Evidence of a commitment to continuous learning and professional development.
• Ability to work on own initiative as well as work effectively as part of a team, naturally supportive of colleagues.
• Self-motivated, positive, open minded to change with an ability to respond positively to changing priorities.
• Ability to quickly and easily assimilate and understand information.
• Evidence of a commitment to continuous learning and professional development.
• Creative project management skills.
• Able to influence others, with ability to tailor communication methods as required.
• Ability to respond positively to changing priorities.
• Strong business perspective.
• Ability to plan and organise work effectively and to work under minimal supervision to influence others, with ability to tailor communication methods as required.
• Ability to manage and implement change at a service, team, practice and individual level.

Key Terms and Conditions

These terms and conditions are provided for information only and in no way represent a contract. In the event of an appointment if there is an anomaly between the contract and these terms, the contract is deemed to be the correct version.

Full information on terms and conditions are contained within a Staff Handbook, issues upon appointment. Enquiries on specific matters are welcomed – the following are the key issues.

Location: Home based with travel across the UK

Salary: c£40,000 per annum

Hours of work: 37.5 hours per week – including some weekends and overnight stays.

Pension: Perennial operates an auto-enrolment pension scheme and will match employee contributions up to the statutory amount. Details of the scheme will be available following a formal offer of employment.

Holidays: 25 days per annum, plus bank holidays (with increases for long service)

General: Sick Pay, Death in Service Benefit (3x salary). Perennial has a number of well-established, family-friendly policies, including ‘buying’ extra (unpaid) leave, time off for dependents, variations to normal working hours. Further details available on request.

General Considerations: All Perennial jobs are subject to a probationary period (6 months) and a periodic review.

Smoking: In the interests of health and safety, Perennial operates a non-smoking policy on its premises and expects staff not to smoke in company vehicles.

The outline of terms and conditions are provided for information only and do not represent a contract.

Closing date: Midnight on 30 April 2025

We reserve the right to close this advert early if we receive sufficient applications.