Team Manager – Victim Support & Referrals

About the role

We are seeking a confident and compassionate Team Manager to lead a high‑volume referrals team that supports vulnerable people in Birmingham. The role is hybrid, with two days per week in the office and the remainder remote, and operates on a rotating shift pattern covering days, evenings, weekends and bank holidays.

Key responsibilities

• Lead, motivate and line‑manage a team of 10 Referrals Officers.
• Oversee referrals, risk assessments and case‑work workflows to ensure timely and accurate outcomes.
• Monitor performance, quality and service‑target metrics, producing regular reports and management information.
• Coach staff through 1:1 meetings, performance reviews and development plans.
• Identify and implement process improvements to increase consistency and efficiency.
• Collaborate with police, border agencies, local authorities and other partners to achieve safe outcomes for service users.

Required profile

• Proven people‑management experience, preferably in frontline or operational settings.
• Strong Excel competence, including pivot tables, formulas and reporting.
• Excellent communication, organisational and problem‑solving abilities.
• Experience working with vulnerable or trauma‑informed populations.
• Calm, resilient and able to make sound decisions under pressure.
• Genuine commitment to supporting individuals with complex needs.

Required skills

• Excel

What we offer

• Fixed‑term contract until January 2027 with potential extension.
• Hybrid working model providing flexibility.
• Opportunity to lead meaningful work that directly impacts lives.
• Supportive, structured environment with clear rota balance.