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

 

Chair of the Charitable Trust Board

Amnesty International UK

Lead With Purpose. Chair the Board of One of the World’s Most Recognised Human Rights Movements.

 

Amnesty International UK is seeking a visionary, inclusive and values-driven Chair to lead the Charitable Trust Board at a pivotal moment of change and opportunity.

 

With nearly half a million supporters across the UK, the mission is to stand up for humanity and human rights. The Charitable Trust plays a vital role in funding Amnesty’s work globally and in the UK — supporting individuals, communities, and movements where justice, fairness, and freedom are at stake.

 

As Chair, you will provide strategic leadership to the Board, oversee key governance responsibilities, and guide the Trust through an exciting period of transition — including responsible investment, growing the grant making impact, and advancing digital and cultural transformation.

 

About you:

• Proven governance or board leadership experience (e.g. Chair, Vice Chair, Trustee)
• Strong understanding of charity governance, risk, and compliance
• Excellent interpersonal, communication and chairing skills
• The ability to lead with curiosity, compassion and strategic clarity
• A deep personal commitment to human rights, anti-racism, equity and inclusion
• Familiarity with ethical investment, grant making, digital transformation, or complex organisational change would be highly beneficial.
• Lived experience of injustice or marginalisation, and younger voices in leadership, are especially welcomed.

 

Practicalities:

UK-wide (with London-based meetings)
Voluntary, with expenses covered
Approx. 15–20 days/year
3 years (renewable once)

 

Join the Conversation

We’re hosting a live Q&A Webinar on Monday 28th April 2025 at 6:30 pm where they will share further insights and answer any additional questions you may have. In the first instance, please send your CV to seniorappointments@charitypeople.co.uk and we will forward you the recruitment pack as well as the link to register to attend this webinar.

Timeline:

Closing date: 5pm 23rd May 2025

First Interviews: w/c 30th June

Final Interviews: w/c 7th July

 

This is your opportunity to lead with integrity, shape the future of human rights work, and ensure Amnesty International UK is governed with accountability, vision, and courage.