Service and Fidelity Manager

Service & Fidelity Manager

Location: Tees Valley, with flexibility required throughout the wider region
Salary band: £35,520 – £51,060 per annum
Working Hours: 37 hours per week

Working Pattern: Mon - Fri 08:45 - 16:45 with a 30 min early finish on Friday

Flexibility is required, evening and weekend work may be required to meet service's needs

Contract: Fixed term until March 2028

Please note: The salary listed reflects the full earning potential for this role. Starting salaries depend on experience and progression within the band. 

About Waythrough 

Waythrough was formed in 2024 following the merger of Humankind and Richmond Fellowship. Together, we’ve created one of the largest mental health and social support charities in England. 

 

Every year, we support around 125,000 people through nearly 200 services – and it’s all made possible by our 3,500 brilliant staff and volunteers.

Make a real difference in your community 

Are you passionate about helping others live safer, healthier, more independent lives? Join our team at Waythrough and support people facing challenges around mental health, substance use, housing or domestic abuse. This is more than just a job – it’s a chance to build meaningful relationships and create lasting change. 

About the role

We are looking for a Service & Fidelity Manager to join our Employability team and play a key role in ensuring our service delivers against the principles of SEQF/IPS fidelity, while achieving excellent outcomes for the people we support.

This is an exciting opportunity to help shape and develop a service, working alongside the Director of Employability & Social Enterprise to ensure we deliver safe, effective and high-quality provision.

You will lead and support a team of Employment Specialists, providing direction, coaching and supervision while ensuring performance targets and quality standards are consistently achieved. You will also work closely with external partners, commissioners, employers and other stakeholders to strengthen the service and maximise opportunities for the people we support.

Based at our Morton Park Business Centre in Darlington, you will undertake outreach across Tees Valley, with travel potentially extending across the wider region. Flexibility will be important, as occasional evening and weekend work may be required to meet service needs and attend events or partnership engagements.

What you'll be doing

As Service & Fidelity Manager, you will:

• Lead the delivery of a high-quality service in line with SEQF/IPS best practice and fidelity principles.
• Manage, support and develop Employment Specialists, helping them achieve individual and team employment outcomes.
• Provide regular, solution-focused supervision, including effective caseload management.
• Coach and mentor the team in employment engagement, employer relationships and job development strategies.
• Build and maintain strong relationships with employers, external agencies, commissioners and other key stakeholders.
• Support the team to access the hidden labour market and identify meaningful employment opportunities.
• Ensure people accessing the service receive high-quality assessments, action plans, interventions and support planning.
• Monitor service performance, analyse management information and use data and insight to drive continuous improvement.
• Produce regular performance and monitoring reports for internal and external stakeholders, including commissioners.
• Identify training and development needs and support the delivery of staff development, peer learning and best practice.
• Manage budgets effectively in partnership with the Finance Team.
• Ensure appropriate systems are in place for accurate recording, monitoring and reporting.
• Promote accessibility and inclusive service delivery, with particular consideration for underrepresented groups.
• Represent Waythrough at meetings, partnership forums and other external engagements.
• Maintain a strong focus on health, safety, quality and compliance across the service.

About you

We are looking for someone who can hit the ground running and who has strong experience within employability and employment services.

You will have:

• Experience of SEQF/IPS.
• An employability-specific qualification or relevant time-served experience.
• A recognised management qualification, such as Level 5 Management/Leadership, or relevant time-served management experience.
• Experience of supporting vulnerable people.
• Experience of managing and delivering high-quality support services against outcomes and KPIs.
• Experience of overseeing a range of interventions and approaches to support people into employment.
• Experience of working with commissioners, partners and other stakeholders.
• Strong knowledge of employability services and networks at both a local and national level.
• Strong knowledge of local labour markets and the ability to develop effective relationships with employers.
• Strong budget management skills.
• Good data analysis and management information skills.
• Proficiency in Microsoft Office programmes.

We are also looking for someone who can demonstrate strong leadership, communication and relationship-building skills, with a genuine commitment to continuous improvement and excellent service delivery.

To view the full job description and person specification, CLICK HERE.

What We Offer

We value the people who make a difference every day. Alongside meaningful work, you’ll enjoy a comprehensive benefits package:

• 27 days’ annual leave, rising to 32 after 1 year (plus bank holidays)

• Pension scheme with 4.5% employer contribution, matched up to 6.5%

• Life assurance (3× annual salary)

• Enhanced sick pay and family-friendly pay

• Birthday leave and the option to buy up to 5 extra days’ annual leave

• Professional fee reimbursement for relevant qualifications

• 24/7 online GP access and Employee Assistance Programme

• Recognition and long service awards via our Way to Go and Aspirations portals

• £500 Recommend a Friend bonus

• Cycle to Work scheme and Credit Union membership

• Discounts via Blue Light Card, Charity Discounts, Extras and Tickets for Good

• Free will writing service and wellbeing initiatives throughout the year

Inclusion and accessibility 

Waythrough is proud to be an equal opportunities employer. We welcome applications from all backgrounds and communities, especially those with lived experience of the issues we support. 

 

We have signed up to the Disability Confident Scheme  - all applicants are welcome, and adjustments can be made to enable fair participation.

 

If you need adjustments or support to apply, please email our recruitment team: [email protected] 

Closing Date:

2026-08-21