Residential Support Services Manager

  • Job Reference: 116461
  • Date Posted: 4 May 2021
  • Employer: Serco Limited
  • Website:
  • Location: London (SE28 0FJ), United Kingdom
  • Salary: £25,000 to £30,721
  • Sector: Law enforcement & Security
  • Job Type: Full Time
  • Duration: Undefined

Job Description



Residential Support Manager

HMP Thameside, London

Full-Time (Mon-Fri)/ Permanent

Salary £30,721 plus London Weighting + Benefits


Here at Serco we're looking for a Residential Support Manager to join us at HMP Thameside based in London. You will be responsible for leading and managing residential support services to various areas of the establishment including Prison Laundry, Work Parties and the Prison Shop as well as other areas deemed necessary. You will oversee and manage front line staff within the department and ensure that all training of prisoners working in those areas operate in a safe and secure manner.


This role will provide a high standard of working practices in completion of daily routines and will ensure effective organisation of identified work areas and line management of staff working in those areas, financial and contractual obligations for the area the effect on the prison regime. 

Responsible for the management of all staff within their area; This includes staff performance, development and annual appraisal through to sickness absence management. Provide leadership and direction to staff within their defined work area through briefings, building informal and formal relationships and effective communication and maintain fit for purpose MyCatchup up.


You will have the skills to apply all Human Resources (HR) related policies and practices and be able to carry out all aspects of people management such as attendance management, disciplinary investigations, performance management and staff appraisals. Contribute to the development and delivery of the medium-to-long term strategic and business plan for the establishment, with overall responsibility for implementation within their function.



As part of this you'll:

  • Advise and work with colleagues in the wider residential team, learning, skills, employment and Activities teams to strengthen relationships and working links through the flow of relevant and timely information.
  • Develop, deliver and maintain an effective system to deliver canteen items to prisoners and manage any errors with the system including how to replace new stock items. Ensuring there is an effective system for rotation of stock.
  • Ensure that there are appropriate procedures in place for the searching of offenders and staff within your remit have had the required level of training.
  • Be the lead for H&S and draft risk assessments, SSOW and enforce local and national Health & Safety requirements. Oversee the compilation and achievement of any performance improvement programmes, reporting on progress regularly as appropriate.
  • Offer prisoners the opportunity to obtain new skills, work experience and qualifications that will support them into employment on release.
  • Promote Serco policy in all activities and behaviours e.g. promote diversity, decency, safety and reducing re-offending agendas in line with Serco core principles.
  • Responsible for ensuring work areas and associated activities comply with Health and Safety legislation. Ensure all risk assessments are undertaken and staff are made aware of their personal responsibility towards Health and Safety compliance and carry out investigations and administration in relation to incidents which breach Serco policy.
  • Responsible for ensuring relevant actions arising from Standard Audit, Her Majesty Inspectorate of Prisons (HMIP) Action Plans, Managing Quality of Prison Life (MQPL) surveys including local self-audit action plans and Resettlement strategies are delivered.
  • Contribute to departmental planning through the Annual Custodial Services delivery Plan (ACSDP) and Residential strategy document as well as contributing to the preparation of the establishment contingency and emergency plans and ensure implementation when required.



What you'll need to do the role

First and foremost, you'll need to have worked in a similar role, ideally in a custodial setting however this is not essential. It would also be highly desirable if you have a business qualification. You will have awareness of all Health & Safety at work regulations as well as Control of Substances Hazardous to Health Regulations


The successful applicant will be computer literate with strong knowledge of all Microsoft applications, someone that has a very good understanding of quality control and financial acumen. You will be a confident, approachable, efficient and professional individual who can communicate at all levels, build strong working relationships and be a successful part of an ever-growing team.



Why Serco

Meaningful and vital work - You'll contribute to the reintegration of ex-offenders back into society, helping them to address the factors that influence criminal behaviour and lowering reoffending rates


A world of opportunity - With six prisons across the UK and a breadth of roles, you'll be wholeheartedly supported with development and career progression


Great people - You'll become an integral member of a well-defined and supportive team. who believe passionately in the value of our work.


What we offer

  • Flexible and part time working considered
  • 10-day pa CPD
  • Pension - 6%
  • Bike4Work scheme
  • Employee Assistance Programme
  • Chance to contribute to innovation in the public services/prisons sector
  • A company passionate about diversity and inclusion
  • Serco Benefits package




About Serco


At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 




Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 


We're a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.


Serco supports fair access to employment for those with unspent criminal convictions through the Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required).