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Job Description & Person Specification

Title:   Team Manager
Reports to: Area Operations Manager
Accountable to: Senior Operations Manager
Location: Contracted Base (can include where appropriate: but with some field-based travel)
Hours:                   37.5 hours per week


Job Purpose

As a Team Manager you will be working under the direction of an Area Operations Manager to help with the day to day management of designated services, you will also support management and development of the service that we provide our customers with.

Key Responsibilities

Role Specific Objectives – Management of Staff

  • Provide leadership and direction to staff to ensure compliance with all Surrey Choices and Data Protection requirements, promote Surrey Choices values and actively support the service area and company objectives
  • Actively motivate, encourage and develop staff to ensure a high level of competence, professionalism and customer focus
  • Provide formal and informal supervision for staff
  • Work in a structured proactive way in order to deploy and manage all resources effectively ensuring that there is effective 12 weekly staff rotas in place
  • Ensure that all staff are compliant with their training and that new staff receive their induction into the service, with a named supervisor in a timely manner and are booked into the induction programme in order to complete the care certificate (if required).
  • Ensure effective staff levels and skill sets are maintained, by recruiting in a timely manner and following safer recruitment procedures outlined by HR.

Role Specific Objectives – Customer Focus

  • Oversee the service is providing outcome based activities and services that meet high standards relating to support and safety, with a range of options available that meets the holistic needs of the customer.
  • Develop a range of new initiatives with clear outcomes that will benefit new and existing customers.
  • Enable customers to have an integral role within and be part of their local community.
  • Enable customers to be independent and maintain a healthy lifestyle
  • Ensure Customers build on their strengths, talents, knowledge, skills and experiences and ensure that are using these to inform the planning, preparation and evaluation of customer sessions and activities that are outcome focused in an ethosist on customer choice.
  • Ensure the provision of care and support in accordance with customers expressed wants and wishes in relation to their personal care and health and medical needs. This may include the safe handling, dispensing, administration and recording of medication on their behalf where appropriate and required.
  • Ensure Surrey Choices Guides and risk assessments are in place for all customers and that all documentation is up to date and filed correctly in accordance with Information Governance.
  • Ensure customer documents are reviewed in a timely manner, are up to date and relevant to the customer, and are passed on to Locality Teams.
  • Ensure Customers receive support to take part in services which may include evenings and weekends.

Role Specific Objectives – Business Development

  • Work in collaboration with the Area Operation Manager and other Team Managers to share good practice and support all services where appropriate
  • Organise regular networking and social events for customers and their support networks, including parents and Carers
  • Critically reflect on your own practice and that of others, actively supporting conflict resolution and a positive outcome.
  • Provide support to Area Operations Manager in the collation and effective recording of all service data reports, ensuring that information is up to date
  • Respond to and record customer complaints and compliments appropriately
  • Contribute to the monitoring of quality standards and support the implementation of improvement plans where required.
  • Actively liaise with locality teams and other local partners, and demonstrate a high level of multi-agency working
  • Work with the Area Operations Manager to follow up any customer enquiries and referrals, making sure all relevant paperwork is completed and a named link worker is in place in a timely manner. Ensure a 6-week service review takes place.
  • Be responsible and accountable for the management of a designated budget to ensure services are delivered in a cost effective and proportionate way.

Role specific Objectives – Safeguarding

  • Actively engage in a positive multi-agency approach to Safeguarding, showing a clear understanding of legislation and how this relates to the application of Surrey Choices’ Safeguarding Policy and procedures
  • To be responsible and accountable for the prevention of harm and abuse, by ensuring that you and your staff team robustly follow our Safeguarding Policy and procedures
  • Ensure all staff have recent and relevant Safeguarding training
  • Promote a proactive approach to safeguarding, implementing Early Help measures where appropriate
  • To respond appropriately to, and report allegations of harm and abuse in a timely manner, in line with Surrey Choices’ Safeguarding Policy and procedures.
  • Ensure that all supervision is carried out regularly to support safeguarding activity, and lessons learnt are discussed in an appropriate forum such as staff team meetings
  • Ensure that there are robust safer recruitment procedures in place

Role specific Objectives – Information Governance, Reporting and Recording  

  • To take responsibility and accountability for the implementation of appropriate handling and storing of personal and corporate information, in accordance with the Surrey Choices Information Governance Policy and procedures, and in line with General Data Protection Regulations.
  • To write and provide appropriate customer records and information relating to their care and support, personal outcomes and achievements.
  • To report to the Area Operations Manager any areas of concern, in a timely professional manner.

Other Objectives

  • Maintain professional and personal boundaries with all customers, parents & carers, colleagues and other professionals.
  • Comply, observe and promote the company’s Code of Conduct.
  • Comply with the company’s policies and procedures at all times.
  • Take all reasonable precautions to maintain the health and safety of self and others, ensuring that any risks in relation to this are reported and remedial action taken in a timely manner.
  • Take responsibility for own continuous professional development and maintaining an adequate level of knowledge and skills pertaining to the role.
  • Undertake any other duties that may reasonable be required of this role and as requested by manager (s).
  • Actively support and promote Surrey Choices business objectives, operating model and core values.

Person Specifications, Qualification, Experience, Skills, Knowledge


Attributes Essential Desirable

Qualification and Training


  • NVQ/Diploma Level 3 in Health and Social Care
  • GCSE/O’ Level English & Math’s



  • Care Certificate





Skills, Knowledge and Experience



  • Ability to deliver effective and engaging Team Meetings and contribute effectively at all times
  • Ability to prioritize work in an environment which may have conflicting pressures and demands and ability to work under pressure
  • Excellent Time Keeping and willingness to respond to emergency out of hours’ situations
  • Decision making and creative problem-solving skills
  • Ability to critically reflect on your own practice and that of others, actively supporting conflict resolution and a positive outcome.
  • Must be competent user of IT software
  • Excellent communication skills for a range of different audiences.
  • Provision of person centered care to customers with social care needs
  • Experience of working with diverse communities and commitment to anti discriminatory practices
  • Ability to evidence and understanding of relevant legislation including, but not limited to, the Care Act, Mental Capacity Act and general data protection regulations



Personal Qualities



  • Ability to work independently and use initiative and show problem solving
  • Assertive but also appreciable
  • Proven ability to handle difficult situations and conversations whilst maintaining professional and customer centered standards
  • Experience of providing person centered care to people with Social Care needs


  • Professionalism and high standards including appropriate dress

This Job Description is neither exhaustive or exclusive and may be subject to change in light of company requirements and the development of services.