Service Manager

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This range is provided by Empire Fighting Chance. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Please see the full job pack here:
Job Pack

This is a full‑time role based at our Bristol Gym office, and we’re looking for someone who can be fully present and embedded in our day‑to‑day operations. That said, we’re open to exploring 0.8

FTE arrangements for the right candidate—if that would make the role more accessible for you, we’d be happy to discuss it.

The Service Manager plays a central role in ensuring that every young person who engages with Empire Fighting Chance receives high‑quality, personalised support. In this role, you will ensure that every young person who connects with Empire Fighting Chance receives an outstanding experience. You will oversee the full journey of young people through our programmes, from referral and assessment to onboarding, scheduling and progression.

You will ensure their experience is safe and impactful.

You will champion a safety‑aware culture across the organisation, embedding safeguarding into everyday practice and leading on case management and risk mitigation. This role is key to building a strong operational foundation for our Centre of Excellence in Bristol. Through strategic management, attention to detail, and a commitment to continuous improvement, you will help shape an environment where young people feel safe, supported and empowered.

• Recruit suitable young people onto the programmes of Empire Fighting Chance.
• Implement a robust referral criteria process to ensure that Empire Fighting Chance targets the young people that it best supports.
• Build and maintain a list (“bank”) of recommended organisations to share with young people who do not meet the charity’s referral criteria.
• Ensure recruitment of young people for different programmes meets organisational, grant and contractual targets.
• Provide oversight of all referral partnerships and ensure they are working as well as they can.
• Collect robust and accurate information from referral partners on young people signposted to Empire Fighting Chance.
• Build intelligence of local systems within Bristol to shape how we recruit young people, including understanding the education, special educational needs and mental health landscapes.
• Ensure the recruitment of young people onto EFC programmes follows a robust quality assurance process, using data to inform and strengthen existing processes.
• Manage the triaging and scheduling of young people, ensuring they participate in the right programme with the right coach, mentor or therapist at the right time.
• Improve prioritisation criteria to fast‑track individuals who are most in need of support.
• Identify new approaches to managing the charity’s waiting list to meet programmes’ needs and offer the correct resources.
• Implement and maintain the charity’s assessment process to gain a full and accurate understanding of each young person’s needs and circumstances.
• Match young people with the most appropriate programme and coach, mentor or therapist.
• Strengthen the scheduling process for young people’s programmes.
• Develop a safety‑aware culture where safeguarding and safety are embedded in every aspect of work.
• Lead on safeguarding case management, including referrals, reporting, and liaison with external agencies.
• Identify, assess and mitigate safeguarding risks in programme delivery and organisational operations.
• Ensure the charity is compliant with its legal status as a charity and a company limited by guarantee.
• Oversee the ‘Empire Experience’ to give young people the best possible experience outside of programme delivery.
• Identify and implement improvements to The Mill boxing gym to ensure safety and enjoyment.
• Oversee the onboarding process for a strong start to the Empire experience.
• Collaborate with the Head of Programmes and Community Outreach Manager to develop a bank of local organisations and services for referral.
• Oversee the offboarding process to support youth’s…