Client Services Manager

Manchester

Welcome from our CEO

 

Thank you for considering Breaking Barriers!

At Breaking Barriers, our mission is to empower refugees to access meaningful employment through tailored advice, guidance, education, and training. We support refugees aged 18 and above in Birmingham, Glasgow, Greater Manchester, and London. Recently, we have expanded to include two national programmes offering accredited English language courses and support for requalification and re-accreditation, enabling refugees to thrive in their chosen careers in the UK. 

Refugees face substantial hardship fleeing war, violence and persecution. Once in the UK they then face many significant barriers to settling in and starting a new life. Employment is the single biggest factor in successful integration (according to the Oxford University Migration Observatory) but refugees are over four times more likely to be unemployed compared to the overall population. Yet there is little support available to help build new lives after refugee status is granted. That’s wrong. And that’s why Breaking Barriers was set up in 2015.

This year, we mark our 10th anniversary. In the past decade we’ve grown from an ambitious start-up to a high-impact charity supporting over a thousand individuals annually. While the external funding landscape has become increasingly challenging, we remain committed to achieving our mission.

We know, though our work, how determined refugees and people from a refugee background are to being financially stable and finding purpose in their work. Since we launched the organisation we have reached almost 2000 people and of those, around half found meaningful employment, education or volunteering.

We are a team of just over 60 staff and we are supported by several hundred volunteers. Employment support is our specialism, and our tailored advice and guidance is provided in-house to our refugee clients by our dedicated and experienced Employment Advisers.

We give a central role to businesses, and partner directly with over 40 companies across a variety of sectors, to together offer bespoke opportunities for refugees including skills workshops, paid work placements and permanent job opportunities.

Our delivery model is hybrid – with remote support complemented by in-person support for clients with lower digital abilities. We are an organisation that is laser focused on the service delivery of high quality employment and education support. We are data-driven and we use the data about our work to improve both our own and the wider sector practices.

Our clients are at the heart of our work and inform what we do through providing regular survey feedback, specific advisory input, and sharing their stories. We advocate for our clients by collaboratively working with Government departments to make the case for - as well as shape - integration funding for refugees. We've already had tremendous success with the key role we played in the development of the Refugee Transition Outcomes Fund which we have worked on in Manchester and Birmingham.

Our work relies on the generous funding of our network of corporate partners, donors and supporters, and statutory grants. We also work closely with national and local partners to strengthen the sector and wider ecosystem. We know that there continues to be a large and dispersed refugee population with unmet needs and we are focused on bettering our services and growing across the UK.

At Breaking Barriers, we work collaboratively and openly to get things done. We have a flexible and welcoming environment where everyone is encouraged to take ownership, feedback and contribute.

As CEO, I am passionate about ensuring Breaking Barriers has an inclusive culture, ensuring that individuals feel confident to bring their whole selves to work and that we celebrate the differences that make all our staff unique. I also believe that it is vital that we invest in and support our staff with lived experience so that they can flourish and progress within the organisation.

 

We are looking for individuals who share our motivation, values and ambitions to grow our programmes so we can support more refugees. The right person will benefit from the chance to be part of a growing organisation and have the opportunity to innovate, pursue your passion and work as part of an incredibly talented team. I look forward to hopefully welcoming you to the team soon!

 

 

About Breaking Barriers

Our vision

We’re Breaking Barriers so every refugee can access meaningful employment and build a new life.

 

Our mission

We welcome refugees into meaningful employment with advice, experience and education. We believe in the power of responsible business to change society for the better through our innovative partnerships.

 

Our values

Our values underpin everything we do at Breaking Barriers; and our organisation strives to be:

 

 

Mission-led

We put refugees first in everything we do. We listen and respond. We act with integrity. We’re focussed on impact.

 

 

 

 

 

 

Welcoming

We welcome people of all backgrounds with an open mind. We will make everybody feel comfortable working with us every step of the way. We treat everybody fairly and are friendly. We champion diversity, equality and inclusion.

 

Entrepreneurial

We believe in the entrepreneurial spirit of every individual to build a better life. We believe in the power of responsible businesses to achieve social change. We’re brave and bold enough to give new things a go. We’re driven by making a lasting impact.

 

Collaborative

We believe in the power of teamwork and partnerships. We work collaboratively with colleagues to find creative solutions for the greater good. We’re proud to share our expertise and knowledge with partners to further our positive impact.

 

Job title:    Client Services Manager

Reports to:    Head of Client Services

Line reports:   5 Advisers and client-facing staff, subject to change

Location:    Greater Manchester (hybrid working, min. 2 days per week in Manchester office)

Salary:       £36,000 - £40,000

Hours:       37.5 hours per week, with occasional evening or weekend work (TOIL provided)

Contract:   Permanent

Travel:      Expectations of travel to other office locations and within Greater Manchester

 

Overall purpose

 

The Client Services Manager will lead a team of Advisers and client-facing staff to deliver high-quality employment support services to refugees. This role will oversee service delivery, ensuring clients receive effective, personalised, and impactful support. Managing projects and initiatives in response to client and funder needs, the Client Services Manager will also develop partnerships and ensure high standards of safeguarding, reporting, and service excellence. The role will also provide oversight of the work of Breaking Barriers as part of the Manchester City Council-funded Refugee Welcome Programme (RWP), working in close partnerships with organisations to develop good practice in supporting clients pre decision to build employability skills.

 

Key responsibilities 

We are a fast-paced charity that prides itself on its flexibility and responsiveness so your responsibilities may change, develop and grow according to the needs and development of our programmes. 

1. People and Team Management

• Lead, develop, and support a team of Advisers and client-facing staff (including RWP key worker, planning activities to achieve project KPIs)
• Provide regular supervision, coaching, and professional development opportunities.
• Oversee recruitment, onboarding, and training of team members.
• Foster a collaborative, high-performing team culture aligned with organisational values.

2. Service Delivery

• Ensure high-quality, client-centred employment support services that meet service standards and targets.
• Oversee the client journey, ensuring smooth service delivery and positive outcomes from client onboarding to exit.
• Implement and maintain operational systems, workflows, and best practices.
• Conduct caseload supervision and quality assurance, ensuring consistent standards of service.
• Support service development, piloting new approaches and contributing to strategic projects.
• Assist in the development and implementation of outreach strategies to engage more clients.

3. Project and Programme Management

• Lead or support on specific projects, programmes or contracts as required by organisational priorities (with an initial focus on the RWP)
• Support with adaptation of service delivery models to meet funder requirements and client needs.
• Monitor project progress, identify risks, and implement improvements as needed.

4. External Partnerships

• Develop and maintain relationships with key stakeholders, including local authorities, charities, job centres, training providers, and other referral partners.
• Represent the organisation in relevant networks and partnerships within the employability sector.
• Work with employers and industry partners to create employment and training opportunities for clients.
• Coordinate regular meetings with RWP project partners, to ensure oversight of project delivery, troubleshoot and offer meaningful support.

5. Reporting, Monitoring and Evaluation

• Provide accurate and timely internal and funder reporting on service performance and outcomes, ensuring data collection processes are followed to safeguard accuracy and security of client data.
• Use data and insights to drive service improvements and demonstrate impact, embedding monitoring and evaluation processes into service delivery.
• Set up systems to gather feedback from clients and ensure their voices help shape service delivery.
• Ensure compliance with contractual requirements and best practices in employment services.
• Work with Breaking Barriers fundraising team to share data and produce reports required for RWP and highlight risks and success.

6. Safeguarding

• Support Advisers and client-facing staff in managing safeguarding concerns.
• Ensure appropriate escalation to the safeguarding team where required.
• Embed a culture of safeguarding awareness and compliance within the team

 

 

 

 

 

 

Additional Information:

• This role may require travel for client support, team meetings, external stakeholder meetings, and networking opportunities.
• Some evening or weekend work may be required (TOIL provided)

 

 

Person specification   

			Point of assessment
Skill / experience	Essential	Desirable	Statement of Interest	Interview
Technical
Experience managing teams delivering frontline employment or support services.
Substantial people management skills, including supervision, training, and performance management
Proven ability to manage service delivery across multiple locations
Knowledge of employment support, careers guidance, or refugee integration services
Experience in project or programme management, including adapting services to funder/client needs
Ability to develop partnerships with external organisations and stakeholders
Strong analytical and reporting skills, with experience using data to improve services
Understanding of safeguarding practices and responsibilities in client-facing services, and experience supporting frontline staff identify, respond and report safeguarding concerns effectively.
Understanding of Lived Experience of seeking sanctuary or forced migration to the UK
Experience using data to monitor KPIs and writing reports for both external and internal staff.
Lived Experience of seeking sanctuary or forced migration to the UK.
Knowledge of the refugee sector and employment barriers faced by displaced communities.
Experience working with local authorities, DWP/Jobcentre Plus, or training providers.
Familiarity with CRM systems for case management and reporting.
Ability to contribute to service development and innovation.

 

 

 

 

 

Considerations 

 

• As part of our safeguarding commitment to our clients, we carry out pre-employment checks to ensure that successful applicants are suitable to work with adults at risk. These include basic DBS checks, obtaining references and verifying a candidate’s identity and right to work in the UK.   
• We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of age, disability, gender reassignment, sex, sexual orientation, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief.

 

Breaking Barriers is committed to protecting an adult’s right to live in safety, free from abuse and neglect and for their views, wishes and beliefs to be fully considered when deciding action.  

 

Your Application

How to apply 

 

If you are looking for a role where you can make a real difference, we want to hear from you. To apply, please submit a statement of interest (up to approximately 500 words/1 A4 page) outlining:

 

• Why you are interested in the role
• What skills you would bring to be successful in this role
• Any experience you would like to highlight
• Any reasonable adjustments you require for the interview process
• Disclosure of disabilities if you wish to do so (as a member of the Disability Confident Scheme, we guarantee an interview to all disabled applicants who meet the minimum criteria for the role)

 

Interviews will be held online on a rolling basis so please apply as soon as possible to avoid disappointment. 

 

We are proud to be a member of the Experts by Experience Employment Network, which aims to increase representation of people with lived experience in the charitable sector. Please feel free to use information and resources found here, which may help in preparing your job application.  

 

For an informal discussion about the role, please contact Dani Meier (HR Manager) on 07442581708 or d.meier@breaking-barriers.co.uk.

 

We are open to flexible working arrangements and alternative working patterns. 

 

 

 

The Recruitment Process

If you are shortlisted for a role with Breaking Barriers (BB), you will be invited to interview via email. In your invite, the Hiring Manager will ask if you require any adjustments for the interview process. Please feel free to inform them how we can make the process accessible for you. 

The recruitment process usually involves two rounds of interviews. The initial round is usually between 5 and 10 applicants, with the second round narrowed down to the final 2 or 3 applicants. One of these rounds may include an interview task, which will usually be shared in your interview invite. 

Interview panels will usually be made up of 2-3 interviewers. This often includes the Hiring Manager and another Manager with interviewing experience. In some cases, there will be a representative of the Lived Experience Panel present. This is one of the ways we better involve people with lived experience in our work (lived experience defined as people from a refugee background, with first-hand experience of seeking sanctuary or migration to the UK). 

In order to make our interview process as accessible as possible, a summary of the interview questions will usually be shared ahead of the interview. Interview questions will be based on the key competencies included in the job description. Some of the questions will be 'what would you do' scenario-based questions. We believe framing questions in this way makes it easier for candidates to highlight their transferable skills, as opposed to looking at an example of similar roles they have held. You will also be asked about what drew you to apply to work at BB and what you know about the organisation. We recommend you take a look at our values before the interview (page 3 of this pack) so that you can highlight which values you align with, if any. 

Your interviewers appreciate that an interview can be a very stressful situation and will do everything they can to make you feel comfortable. Candidates are welcome to bring notes to the interview as a memory aid (though we encourage candidates to avoid reading directly from them as this can limit the flow of conversation). Your interviewers are happy to repeat and reframe questions if desired, let them know if this is the case. 

You will have the opportunity to ask questions to your interviewers at the end of the interview. Hiring Managers endeavour to inform you of the outcome of the interview as soon as possible. This will usually be via email. 

 

 

 

 

 

 

Interview Tips for Candidates

Candidates may wish to use the STAR method to help frame answers to some interview questions. The STAR method is an interview technique that gives you a straightforward format you can use to tell a story by laying out the Situation, Task, Action, and Result:

• Situation: Set the scene and give the necessary details of your example.
• Task: Describe what your responsibility was in that situation.
• Action: Explain exactly what steps you took to address it.
• Result: Share what outcomes your actions achieved.

Using this method will help candidates provide a focused answer to questions that ask for a real-life example. These questions might start with:

• 'Tell me about a time when…'
• 'What do you do when…'
• 'Have you ever…'
• 'Give me an example of…'
• 'Describe a situation…'

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Why work at Breaking Barriers?

• We’re committed to creating a positive and collaborative working culture with regular team meetings and socials.
• We encourage flexible working to achieve a good work/life balance. We offer hybrid working – from the office and from home – and flexi and compressed working hours.
• There are regular opportunities for training and development with our corporate partners, for example: presenting skills and writing for different audiences.
• We celebrate the diversity of our team and have a Diversity, Equity and Inclusion Working Group that work with senior leadership to deliver training, agree priorities and hold regular forums.
• You can access the Cycle to Work scheme – enabling you to buy a bike for your commute tax-free and in instalments.
• Everyone gets 25 days annual leave, plus bank holidays. Annual Leave increases one day every full year of service up to 30 days, and the office is closed every year between 25 December and 1 January.
• We also offer generous special leave and family leave policies.
• Access to our employee engagement hub offering discounts, wellbeing support and our 24/7 employee assistance programme.
• Breaking Barriers has also won a number of prestigious awards including the Lord Mayor's Inclusive Employment Award, a National Fundraising Social Purpose Award and the esteemed Queen’s Award for Enterprise for “Promoting Opportunity through Social Mobility”.
• Flexible working spaces.
• Some of our offices have a multi-faith room, where we don’t, we will endeavour to source a private space for you.

 

 

1.    

 

 

 

 

 

 

 

 

 

 

   

 

 

What does our work mean to our clients?

 

 

 

 

 

 

 

Breaking Barriers is committed to promoting diversity and inclusion regardless of age, disability, gender reassignment, sex, sexual orientation, marriage and civil partnership status, pregnancy and maternity status, race, religion, or belief.

 

We aim for our workforce to be truly representative of all sections of society and our clients. We celebrate diversity within our workforce and are committed to creating a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued.

 

We belong to the Experts by Experience Employment Initiative, which advocates and supports organisations to employ more people from a refugee background. With this in mind, we particularly welcome applicants with experience of seeking asylum and/or a refugee background.

 

We received an accreditation for the Empowered Foundations training with a focus on reproductive health in the workplace. As part of the training, our managers accessed learning on pregnancy loss, fertility, flexible working and eliminating bias. We also have a Menopause and Menstrual Health in the Workplace Policy, to ensure colleagues experiencing symptoms receive the support they need.

 

As a member of the Disability Confident Scheme, we are committed to offering an accessible recruitment process and guarantee an interview to all disabled applicants who meet the minimum criteria for the role. We are also committed to ongoing workplace adjustments and support for colleagues who need them.

 

Accessibility of our offices

Our offices have full disabled access on all floors.

• WeWork Office (London): At the main entrance you can use the free access lift and then the main passenger lifts to all the floors. There is one disabled toilet per floor.

• Landmark Office (Birmingham): This building is designed as three specific cores served by a core staircase in each core – on each floor within each of these cores is the provision of male, female, unisex and accessible toilet facilities, with accessible passenger lifts to each floor.
• Clockwork Office (Manchester): There are accessible toilets on the ground, first and fourth floors. There is an accessible entrance to both the Clockwise and building reception. A hearing loop is in place at the building reception.

• Spaces Office (Glasgow): 300 Bath Street offers wheelchair accessible lift from entry at street level up to reception and then accessible elevators serve the building overall. SPACES, located on the second floor, is level-entry throughout and has male, female and accessible disabled toilets available for use.

 

If you require this recruitment pack in another format, please email: enquiries@breaking-barriers.co.uk

 

 

 

Job Profile

 

Job title	Policy and Research Associate
Reporting to	Evidence and Implementation Lead
Employer	Anna Freud
Salary	£44,000FTE per annum, plus 6% contributory pension scheme
Location	Hybrid (a mixture of home/onsite working): staff are working onsite for at least 20% of their working hours at the Anna Freud Centre in King’s Cross (4-8 Rodney Street, London N1 9JH)
Working hours	Between 28 and 35 hours per week, to be agreed with manager
Holidays	27 days plus Bank Holidays FTE
Term of contract	Fixed term contract until 31 March 2025

About Anna Freud

We are a world-leading mental health charity for children, young people and their families. Our purpose is to take everything that we have learned over the last 70 years, and to transform the mental health of current and future generations of children and young people, to close the gap between mental illness and mental wellness – and to create a more compassionate society for everyone. Our vision is a world where all children and young people are supported effectively to enable them to develop their emotional and mental health, build on their strengths and achieve their goals in life. Our mission is to close the gap in wellbeing and mental health by advancing, translating, delivering, and sharing the best science and practice with everyone who impacts the lives of children, young people and their families.

 

Purpose and overview of the role

The post-holder will work in the Early Years and Prevention (EYP) Department in the Clinical Division, ensuring the department’s projects and training streams are informed by relevant policy and research. The scope will cover integrated, preventative and early intervention support for the whole family, with a focus on the early years and perinatal mental health (including but not limited to the National Centre for Family Hubs). The post-holder will identify and review evidence and insights from a range of sources and work closely with the regional and participation teams to generate learning from a practice, participation and evidence perspective. Externally, they will work with key stakeholders, including policy makers, academics and the sector workforce to develop learning. The postholder will assess, synthesise, and triangulate the intelligence produced to disseminate to key audiences in accessible formats and inform the department’s training content. Where relevant, the post-holder will deliver training and represent the organisation at external conferences and events. They will be line managed by the Evidence and Implementation Lead.

 

Main responsibilities of the role

• To be the lead researcher and use specialist knowledge of research methods and family support services to design a research approach and framework to develop learning in relation family hubs and preventative services;
• To identify and quality assure evidence and insight relevant to integrated family service models and the development of Family hubs from a wide range of sources, spanning formal peer reviewed research, reports and evaluations, policy briefings, local and national datasets, case study evidence and others as relevant;
• To carry out rapid reviews of relevant reports, papers and publications on relevant topics;
• To generate evidence with the regional and participation teams, including to design, plan and conduct qualitative and quantitative research enquiries, including surveys, interviews and focus groups; attending Communities of Practice to capture practice-based learning.
• To work with the wider EYP team to triangulate the insights generated into key themes that inform and support the development of practical evidence- based guidance for helping children, young people, and families across a range of settings;
• To lead meetings with a range of key stakeholders (subject experts, local public services, voluntary sector organisations and policy makers, independent evaluation teams) to shape activity and outputs, sit on relevant steering committees and participate in wider networks as appropriate;
• To analyse and interpret relevant research and complex data that can inform a variety of resources;

 

• To write and contribute to a variety of written resources (including case studies, website toolkit modules, reports, policy briefings, and training content);
• To present findings and learning to relevant stakeholders at conferences, events, training and communities of practice;
• To support with the wider functions of the EYP department such as bid writing, reporting to funders and designing monitoring and evaluation frameworks;
• To design and deliver presentations and training and workshops to regional, national, and international audiences;
• To lead special interest research projects within EYP Department and

contribute learning and expertise to wider events, research and evaluation groups across Anna Freud, and training (for example on perinatal mental health and support services).

All employee responsibilities:

• To maintain an awareness of and actively follow and promote Anna Freud’s policies, including Equal Opportunities, Health and Safety, Safeguarding and Information Governance;
• To complete all Centre mandatory training, including but not limited to Safeguarding, Health and Safety, Equality and Diversity and Information Governance, within the required timescales;
• The welfare of the children, young people and vulnerable adults who come into contact with our services either directly or indirectly is paramount and all staff have a responsibility to ensure that best practice is followed, including compliance with statutory requirements.

To be noted

This is not an exhaustive list of tasks; the employee will be asked to undertake other ad hoc tasks relevant with the scope and purpose of this role. This job description reflects the present requirements of the post, and as duties and responsibilities change/develop, the job description will be reviewed and be subject to amendment in consultation with the post-holder.

 

Person Specification

Before starting your application, please read the below in full to understand the requirements of this role. The key criteria which will help us to assess candidates are listed below. There is guidance to highlight at which stage the criteria will be assessed. Please ensure all criteria listed to be assessed at application stage are evidenced in your supporting statement.

 

Criteria	Assessment Method (Application/Interview)
Experience and/or knowledge
Knowledge of Local Authority and the Voluntary and Community Sector landscape relevant to the early years and family hub policy and practice.	Application/Interview
Awareness of UK policies and issues influencing the provision of health and social care services for families with young children.	Application/Interview
Experience in translating evidence and research into practice.	Application/Interview
Experience of disseminating research, practice and knowledge via events or other mediums.	Application/ Interview
Skills and/or abilities
Doctorate level research skills, including in research methods and design, data handling, gathering & analysing data (including using statistical software), and presenting findings.	Application/Interview
Excellent oral communication skills for stakeholder management, networking, leading meetings, facilitating training and communities of practice and communicating findings through presentations; and written communication skills for translating academic and clinical research into accessible resources.	Application/Interview
Ability to contribute to a collaborative team culture and work independently.	Application/Interview
Ability to work well under pressure and prioritise competing deadlines.	Application/Interview

 

During the interview(s), candidates will be asked at least one question regarding our values, and one question regarding equity, diversity and inclusion (EDI). We expect everyone to actively demonstrate our values and inclusive behaviours in all areas of their work. Our values can be viewed here and our EDI statement can be viewed here.

 

Equal opportunity

We ask our people to share their diversity dimensions with us as it helps us to identify, tackle and prevent any bias appearing across the employee lifecycle at Anna Freud. Monitoring this information allows us to understand how well our efforts to improve diversity, equity and inclusion are working. Your responses will be held securely by our HR team in accordance with our privacy policy and will not be seen by recruiting managers or the interview panel at any stage of recruitment, therefore your responses will not form part of our selection process. Our selection process can be viewed here.

Further support

We want to ensure all candidates can access and apply for our vacancies equitably, if you require any additional assistance to apply or would like to find out more about the role, please contact us on recruitment@annafreud.org. We aim to provide reasonable adjustments where operationally possible for the work that we do.

Post-interview

If successful after interviewing, you will be notified verbally with a job offer and pre-employment checks will be initiated. Information regarding our preemployment checks can be found here.