The Role of a Service or Registered Manager
by Clive Pullen, Service Manager, Mental Health Division
What does a Service or Registered Manager do at Lifeways?
The role has three key parts: managing the team day-to-day, ensuring people are supported in the best way by the right team members, and making sure the service runs successfully long-term.
It covers recruiting the right people, understanding team strengths, maintaining the building, working with housing partners, and translating Lifeways’ mission into everyday language for team members.
No two days are the same - you work with people’s unique needs, manage changing team dynamics, and handle challenges in mental health support.
What does a typical week look like?
You need to be organised. Each week involves compliance checks, scheduling shifts, running payroll, reviewing incidents, planning supervisions, and arranging training. Managers join daily handovers to stay updated and guide team members. Tasks range from recruitment and interviews to admin and hands-on support.
Being visible and working alongside the team is vital. There are also challenging times handling behaviours and incidents, but these are used as learning opportunities to build team resilience and improve practice.
How do you ensure quality and safety?
It starts with transparency, loyalty, and mutual respect. When people feel understood and valued, they work better together. Recruiting the right people and investing in the whole team creates a strong, safe environment. Daily handovers, clear communication, and using company policies and quality leads help maintain high standards.
But without human connection, systems mean little - it’s the culture that keeps people safe and supported.
What qualifications or experience are needed?
Many skills are transferable. For example, I came from 20 years in hospitality, leading teams, staying calm under pressure, and problem-solving were all invaluable. For mental health services, listening, negotiation, and staying calm matter more than clinical tasks. Understanding budgets and rotas helps too. Above all, it’s about leading by example, knowing policies, and using strong people skills every day.
What makes the role rewarding and meaningful?
You get to see real impact: helping someone who’s been in secure care adapt to everyday life, calming a person in crisis, or simply teaching daily skills we take for granted.
It’s never boring! Every day brings something new with the people we support. That unpredictability keeps you motivated.
Small moments, like a person saying “thank you” because they stayed safe at home instead of being sectioned, make it deeply meaningful.
Clive explains why he enjoys the role
How does Lifeways support your development?
Good line managers make a huge difference - they play to your strengths, help you tackle weaknesses, and let you learn from mistakes without fear.
Lifeways provides lots of training: formal courses, a structured induction, learning from experienced colleagues, and leadership programmes. Being around skilled people and the people we support is constant learning in itself.
The leadership course was also great for networking and pulling everything together.
Why did you switch from hospitality to social care?
Honestly? I was tired of feeling like part of the problem, not the solution.
In hospitality, I saw lots of mental health struggles in team members and customers but couldn’t really help. Both my parents worked in mental health, so it felt natural to do something more meaningful.
Many people in hospitality have brilliant people skills that transfer well to care.
How to become a service or registered manager?
If you’re looking for a service or registered manager role, please take a look at our available roles. We have many exciting opportunities across the country. You might also like to read our blog to find out more about what a career in supported living is like.
If you have any questions about becoming a service or registered manager in one of our many Lifeways locations, please feel free to get in touch.
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