Job Description

Role:

Service Manager - Dementia Support Bucks

Reporting to:

Head of Services

Salary:

35,000

Terms:

Permanent

Hours of work:

Full Time (with flexibility for part time)

Location:

Based in Aylesbury office, Age UK Bucks

Closing Date

: 21st November 2025

Dementia Support Bucks

Dementia Support Bucks is designed to improve the support and guidance available to someone with memory concern or a diagnosis of dementia, and their carers. Buckinghamshire has over 4,500 residents living with a dementia diagnosis and working alongside many local organisations, our service is developing strong relationships with existing referrers and professionals, including the Memory Assessment Service, working with local support groups and communities for whom dementia represents especially problematic challenges. We are also building online resources to share information and activities that are relevant to clients and professionals.

The service is delivered by a team of Dementia Support Workers (DSWs), whose role is to be a consistent support to those living with dementia, and their carers - through assessments and support plans to help manage the evolving nature of the condition, to end-of-life planning. It's a challenging and demanding role, but one that we know will bring rewards, professional development, and job satisfaction. This role manages the service and the DSWs, as well as volunteers, and will oversee and lead its effectiveness, development and growth.

The role of the Service Manager

In this role you will provide operational leadership and management to the Dementia Support Bucks team and service, ensuring the delivery of a high quality, safe dementia support service aligning to a clear set of KPI's. You will ensure baseline service specifications are achieved consistently and effectively, managing resources, recruitment and volunteers, and help build the capacity and community of dementia support across Bucks, working with delivery partners and community groups.

Job purpose

Establish and develop the service's presence and consistent delivery, so that those living with memory concern and dementia feel more supported on their dementia journey, and are able to access vital information and services at the right time to help manage the condition as it evolves. Use the service and our reach into communities and work with partners to support the wider dementia 'ecosystem', including dementia friendly support and activities, and overall system capacity and collaboration.

Key Accountabilities and Responsibilities

Effective team management and development

Support, line-manage, supervise, recruit and retain Support Workers, Triage Coordinator and other members of the Dementia Support team

Develop your team to grow skills and experience relevant to the service and ensure adherence to training requirements

Provide support to the team on complex cases, and management of capacity in a hands-on, flexible and adaptive manner.

Day to day service delivery

Responsibility for the management of the day-to-day operation and delivery of the service as defined by the service specification and contract KPIs

Ensure a strength-based, person-centred approach to service delivery, both for our clients/service users and internal teams and external partners

Support the team and lead the way in delivering an appropriate level of support for individuals and their carers across Young Onset dementia, adults with learning disability and ethnically diverse groups

Manage the service budget and staffing establishment to achieve operational objectives, maintain financial control and optimise performance

Develop, implement and maintain robust systems and processes, including developing the service manual, and manage governance, quality, and risk

Oversight and development of key materials, resources and information used across the service

Improve quality and impact reporting

Oversee the collation and reporting of qual/quant data for the service and maintain CRM systems (Salesforce) to capture the full impact on beneficiaries and insights for continuous improvement

Uphold or obtain quality assurance standards and adhere to service standards, policies and procedures

Uphold and develop our safeguarding, data protection and risk management focus and culture

Gather ongoing feedback from service users through diverse methods, including case studies and compelling stories about our impact

Service development and new opportunities

Support the development of a new volunteer network

Increase the presence and awareness of the service in public and professional channels/networks, inc. website and communications, and in-community

Work with delivery partners and others to seek new ideas and best practice

Ensure appropriate signposting and referrals into and from the Dementia Support Bucks service by working collaboratively with partners

Lead ongoing learning and research to stay informed about local and national developments in dementia care and support.

Influence on our wider culture and strategy

Contribute to the senior leadership team and Trustee Board as necessary, looking at wider organisational issues and needs

Help build a culture that aligns to our strategy

Represent the service, and our organisation, where appropriate, at events and key meetings

Consider and implement ways in which we can improve and grow our income through the service and through wider fundraising opportunities

Such other duties and projects as may be required.

Person Specification

Essential

Leadership experience with direct line management and performance management experience

Experience of working with/supporting people who live with dementia

Experience of managing services in a health and social care context

Excellent communication skills, both verbal and written

Experience of working collaboratively and in partnership with other organisations

A team player, able to foster a positive, solution-focused culture

Excellent knowledge of relevant compliance and governance requirements, such as data protection and safeguarding

Ability to travel independently around the county

Desirable

Coaching skills to develop autonomy in the team

Experience of ensuring services are inclusive and accessible

Monitoring and improving performance against KPIs

Principles

The service is committed to the following principles:

1. Kindness

We lead with compassion and care -- in every interaction, with clients, carers, colleagues and partners.

2. Belonging

We create safe, inclusive spaces where people feel valued and connected -- across communities, cultures, and organisations.

3. Collaboration

We work side by side -- building trust, sharing knowledge, respecting expertise and learning from one another to give joined-up support.

4. Ambition

We strive to do better -- challenging ourselves and the system to improve support for people living with dementia and their carers.

Equal Opportunities

We want our services to be more representative of the community we serve. We encourage equity, diversity and inclusion in the workplace and encourage applications from our wonderful rainbow of talent in Bucks and from people of all ages.

Terms and Conditions

- The position is office-based, but flexibility is required to work in the community and from home on occasion

- When home-based, use of a fully functional computer with webcam is essential to ensure regular contact with the team. A computer and mobile phone will be provided

- Employees are entitled to 5 weeks (25 working days) holiday per full time role per calendar year. In addition, you will also be entitled to all the Public and Bank holidays in England

- The Charity meets the current legislation by providing a pension scheme. All employees are enrolled in the opt in scheme and if they wish to opt out must complete appropriate paperwork.

Job Types: Full-time, Part-time, Permanent

Pay: 35,000.00 per year

Benefits:

Company pension On-site parking Sick pay
Language:

English (preferred)
Work Location: In person