Service Manager

Durham, County Durham
Waythrough Charity
About the Role

More Time is a fast growing social enterprise delivering high quality facilities management services with purpose at its core. We’re looking for an experienced and people focused Operations Manager to lead our services across multiple regions, supporting our teams, shaping best practice, and driving sustainable growth.

Working closely with the National Business Manager and Director of Social Enterprise, you will be responsible for day to day operational delivery, standards, compliance and team development. This is a hands on leadership role where your decisions directly influence our impact, our customers’ experience, and our future direction.

You’ll join us at a pivotal moment of expansion, giving you the opportunity to strengthen the foundations of a national service and help set the strategy for where we go next.

Main Duties and ResponsibilitiesOperational Leadership

• Lead and support Regional Team Leaders and Property Services teams to deliver high quality, consistent services across multiple contracts and locations.
• Oversee and manage the Facilities Management booking system, ensuring efficient allocation of work and timely communication with customers.
• Use More Time CRM and other tools to complete reporting, performance tracking, and operational transparency.
• Ensure services operate safely, ethically and in full compliance with regulations, policies, and contractual requirements.
• Support and guide trainees, apprentices and volunteers, working with Team Leaders to create a positive learning and development environment.
• Conduct or support site inspections across the country to maintain quality, safety and customer confidence.

Service Standards & Culture

• Set, maintain and champion high operational and customer service standards.
• Build a culture of accountability, teamwork and continuous improvement.
• Promote our social mission in day to day operations and ensure decisions align with our values.

Strategy & Growth

• Contribute to the development of More Time’s growth strategy, from quotation stages through to mobilisation of new contracts.
• Identify opportunities for business development, partnerships and new service areas.
• Network effectively to build relationships, raise the profile of More Time, and support income growth.
• Monitor and manage budgets, resources and operational costs to ensure viability and sustainability of services.

Collaboration & Stakeholder Engagement

• Work closely with the National Business Manager and Director of Social Enterprise to align operations with organisational goals.
• Communicate effectively with internal teams, customers, partners and stakeholders to strengthen trust and service reputation.
• Represent More Time professionally at meetings, events and customer engagements.

About You

You’ll thrive in this role if you are someone who combines operational expertise with a strong commitment to people and purpose.

Essential qualities:

• Experience in facilities management and/or remote operational management across multiple sites or services.
• A clear, confident and supportive leader with a fair and people centric approach.
• Skilled in managing teams, coaching individuals, and building high performing cultures.
• Excellent communicator with a strong customer service mindset.
• Proactive, practical, creative problem solver able to make decisions and adapt quickly in a growing environment.
• Highly organised with the ability to balance service delivery, stakeholder relationships and operational priorities.
• Committed to your own learning, development and wellbeing – and to supporting the same in others.
• Values driven, ethical, and motivated by delivering commercial success with social impact.

Desirable:

• Experience working in a social enterprise or purpose led organisation.
• Confidence working with CRM/booking systems and operational reporting tools.
• Understanding of safeguarding and working with vulnerable individuals or trainees (training can be provided).
• Full UK driving licence and willingness to travel nationally when required.

Why Join More Time

• A senior, trusted role with real influence over the direction and standards of a growing national service.
• Opportunity to lead with purpose – where people, development and impact matter.
• Profits are reinvested back into Waythrough, helping support employment pathways and community benefit.
• Work in a values driven organisation that balances commercial ambition with genuine social impact.
• Join at a pivotal moment of expansion, with plenty of scope to shape growth, processes and culture.

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