OverviewSalary: £55,544 – £61,000 per annumHours: 35 hours per week (28 hours per week will be considered)Contract: Fixed Term – Two years (to July 2026)Location: Kennedy Leigh Family Centre, Hendon (Hybrid working available)Interviews: 29th and 30th September, 2025

About the RoleWe’re recruiting a Service Manager to lead Norwood’s new Advice Triage Service (Open Front Door), a flagship access point for families, professionals, and community partners. This is a key leadership role overseeing the service’s launch, growth and delivery, with responsibility for operational performance, stakeholder engagement and service innovation.

You’ll build and lead a committed triage team, align referral pathways across Norwood’s services, and work closely with external partners across the Jewish community and statutory sectors. This role offers a unique opportunity to shape a model that puts clarity, accessibility, and cultural sensitivity at the centre of how families seek support.

About NorwoodFounded in 1795, Norwood is the UK’s oldest Jewish charity supporting vulnerable children and their families, children with special educational needs, and adults with neurodevelopmental disabilities, including learning disabilities and autism.

We’re building a culture grounded in our core values of Kindness, Respect, Belonging, and Empowerment and the Advice Triage Service is central to how we connect those values with the people and communities we support.

Your Day-to-Day

Establish and embed the Advice Triage (OFD) model for public launch in March 2026

Lead and manage a multi-disciplinary team including triage workers, referrals staff, and reception

Develop triage protocols, safeguarding and referral procedures, and escalation frameworks

Oversee inbound query management across all contact channels

Coordinate internal and external referral pathways across Norwood and key partners

Manage the design and population of an online service directory

Build and maintain strategic relationships with schools, synagogues, charities and LA/NHS services

Work with communication and engagement teams to promote the service

Oversee the development and rollout of a CRM system

Lead service evaluation, report to SLT and funders, and embed co-production in service design

Qualifications, Training and ExperienceEssential:

Relevant degree in Social Work, Health, Education, or Management; And/or Leadership or project management qualification

3+ years’ experience in social care, education, or advice services

Proven ability to lead services, manage teams, and deliver change

Strong knowledge of referral systems across the voluntary and statutory sectors

Sound safeguarding knowledge

Excellent stakeholder, communication and CRM skills

Desirable:

Knowledge of the Jewish community and culturally specific services

Experience setting up a helpline, triage service or call centre

Familiarity with neurodivergent support needs and transitions

Experience developing service directories or digital tools

Reward and BenefitsWe offer a supportive, purpose-driven environment with:

Hybrid and flexible working

25 days annual leave + Bank Holidays + Jewish Holidays (pro rata if part-time)

Employee Assistance Programme

Blue Light Card scheme access

Cycle to Work scheme

Free eye tests and eyewear allowance

Opportunities for development and leadership coaching

To apply: Please submit your CV along with a 500 word cover letter outlining how you meet the criteria set out in the person specification.

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