Job Description

Overview

Carers Hub - Service Manager

Location:

Age Concern Birmingham, Boldmere (with travel across Birmingham & Sandwell)

Hours:

25 hours per week, 9:30am - 2:30pm, Mon-Fri (occasional weekends)

Salary:

20,202.00 per annum. -

Permanent

Are you a natural leader passionate about supporting carers and making a real difference in people's lives?

Age Concern Birmingham is looking for a

Carers Hub Service Manager

to lead the Birmingham Carers Hub and support the Sandwell Carers Service. This is a key role for someone who can combine strategic oversight with hands-on leadership, ensuring high-quality, responsive services that truly meet carers' needs.

In this role, you'll:

Lead and inspire a team of Deputy Managers and leadership staff. Oversee service performance, quality, and compliance across Birmingham and Sandwell. Develop strong partnerships with statutory bodies, voluntary organisations, and the wider community. Drive service development and ensure carers have access to the information, advice, and support they need.

We're looking for someone with:

Proven leadership and management experience, including line management of senior staff. Strong strategic, organisational, and problem-solving skills. Knowledge of carers' needs, health & social care, and information/advice services. Relevant management qualification (or equivalent experience).

Requirements

A good standard of education, relevant management or leadership qualification (e.g., ILM, NVQ Level 3/5, or equivalent) or comparable experience, evidence of ongoing professional development with a willingness to undertake further training, and a fully enhanced DBS.

Please apply for this post by sending a cover letter expressing why you are interested in the post and a CV which highlights key knowledge, experience and qualifications against the Person Specification. Closing date for applications is 6th February 2026 to Kirsty.Homer@birminghamcarershub.org.uk

Responsibilities

1. Strategic Leadership and Service Oversight

Provide strategic leadership and direction for the

Birmingham Carers Hub Information and Advice service

and provide support to the

Sandwell Carers Service.

Oversee the effective delivery of services led operationally by Deputy Managers, ensuring alignment with organisational objectives, Forward Carers requirements, and contractual standards across both services. Ensure high standards of customer care, accessibility, safeguarding, and equality across all service activity in Birmingham and Sandwell. Lead service development and continuous improvement in response to commissioning changes, carers' needs, and local health and social care priorities in both areas.

2. Leadership and Management of Deputy Managers and Leadership Staf

f

Provide

effective line management, supervision, appraisal, and performance management

of Deputy Managers and leadership staff. Support Deputy Managers to deliver strong day-to-day operational management, workforce planning, and service delivery. Act as a senior decision-maker on complex operational, staffing, or performance issues escalated by Deputy Managers. Foster a positive, inclusive, and values-driven leadership culture across the service.

3. Quality Assurance and Performance Management

Maintain oversight of service performance, KPIs, outcomes, and reporting requirements. Ensure robust systems are in place for: Monitoring service quality, managing risk and safeguarding and responding to complaints and feedback Use data, reports, and feedback to drive service improvement and ensure contractual compliance. Report regularly to Age Concern Birmingham senior management and Forward Carers as required.

4. Staff and Volunteer Development

Ensure effective recruitment, induction, training, and development frameworks are in place for staff and volunteers (delivered operationally by Deputy Managers). Promote continuous professional development, wellbeing, equality, and inclusion across the service. Ensure supervision and appraisal systems are consistent, supportive, and aligned with organisational policies.

5. Engagement, Partnerships, and Representation

Maintain and develop strategic relationships with:

Forward Carers partner organisations Statutory bodies Community and voluntary sector partners
Represent the

Birmingham Carers Hub

and

Sandwell Carers Service

at strategic meetings, networks, and events.

Oversee outreach and engagement activity across Birmingham and Sandwell to ensure carers can access services in a variety of ways. Promote joined-up working across Age Concern Birmingham services and with partners in Sandwell.

6. Governance, Compliance, and Administration

Ensure robust systems for:
o Confidential carer records
o Data protection and GDPR compliance
o Health and safety
o Safeguarding

Oversee administrative systems, databases, and reporting processes to ensure accuracy and accountability. Ensure policies, procedures, and organisational values are consistently applied across the service.

7. General Responsibilities

Maintain strict confidentiality at all times. Work within Age Concern Birmingham's Values, Mission, Equality and Diversity policies. Undertake ongoing training and professional development. Carry out any additional duties commensurate with the seniority and purpose of the role.

Skills & Qualifications:

Skills:

Proven leadership and management experience, including line management of managers or senior staff. Ability to provide strategic oversight while supporting effective day-to-day operational delivery. Strong decision-making, problem-solving, and performance management skills. Experience delivering or overseeing high-quality information and advice services. Excellent communication skills and ability to build effective partnerships with statutory and voluntary sector organisations. Strong organisational, administrative, and IT skills, including use of databases and reporting systems. Ability to work with empathy, discretion, and professionalism, maintaining confidentiality.
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Qualifications:

_

Essential

Good standard of education. Relevant management or leadership qualification (e.g. ILM, NVQ Level 3/5, or equivalent), or equivalent experience. Evidence of ongoing professional development and willingness to undertake further training.

Desirable

Qualification or training in information and advice, health and social care, or community services. Training in safeguarding, equality and diversity, or data protection.

Special Conditions:

An enhanced DBS

check will be undertaken for this role
s are regularly reviewed and altered when necessary in conjunction with the post holder

Job Types: Part-time, Permanent

Pay: 20,202.00 per year

Expected hours: 25 per week

Benefits:

Additional leave Company pension Discounted or free food Employee discount Free parking Health & wellbeing programme On-site parking
Work Location: In person