Digital Services Manager

About Us  

akt is the UK’s national LGBTQ Youth Homelessness charity. We provide safe homes, mentoring, and support to ensure that no young person needs to choose between a safe home and being who they are. 24% of young people facing homelessness in the UK identify as LGBT (National Scoping of LGBT Youth Homelessness, akt, 2015) and 78% of LGBTQ+ young people cited an absence of family support (The LGBTQ+ Youth Homelessness Report, akt, 2021). The charity was founded in 1989 and operates service centres in London, Manchester, Newcastle, Bristol and works online through a Digital Service to offer support to young people outside of our four office regions. akt works with over 800 vulnerable young people a year providing both face to face and online assistance.

The Team 

This role sits within akt as part of the Digital team and is supervised by the Senior Services Manager.

Job Summary 

Please note there is one job available that can be based at any of our office locations in London, Manchester, Newcastle or Bristol.

• Support, develop and supervise staff, students and volunteers building a strong and dynamic team culture, and ensure the Team understands, recognises, and meets the needs and expectations of akt’s service users.
• To work as part of the Services Management team and wider akt Management team, attend relevant meetings and complete actionable tasks.
• Be accountable for the budget relating to Digital Services.
• Take responsibility for the management of specific projects relating to service delivery. 
• Lead on the continued development of live chat ensuring akt takes advantage of technological advantages that are relevant. 
• Alongside the Senior Services Manager ensure our digital offer meets all the current and potential needs of young people. 
• Manage team to assess the needs of young LGBTQ+ people who are homeless, vulnerably housed, or in a hostile environment, and to carry out signposting and brief intervention.
• Manage and support team to support young people through casework including managing risk, case file reviews, and support around housing pathways and options.
• Maintain and deliver the performance management reports and quarterly data scrutiny for Digital Services and participate in Services Committees to offer feedback on local performance as required.
• Develop tools that monitor the impact of the digital work for those accessing the service.
• Offer support to volunteers around digital engagement including live chat. 
• Alongside Marketing and Communications and other Services Managers, create and maintain digital resources and signposting to allow akt to engage with young people needs and signpost appropriately.  
• Alongside Marketing and Communications maintain and develop the online resource hub so it continues to meet the needs of young people accessing online support.

More information about the job role can be found in the job information attached to this advert. 

Application deadline: midnight (11.59pm) on Sunday 29th September 2024

Interviews: 10th or 11th October 2024