The Brief

Breaking Barriers, a specialist refugee employment charity, approached us to recruit a Client Services Manager to lead their frontline services in Greater Manchester, having previously recruited a Programmes Integration Lead to join the wider Services team. The role required a dynamic leader with experience in employment or support services, deep knowledge of the local landscape, and a strong commitment to refugee integration and empowerment.

The brief was clear: find a values-driven, strategic, and operationally strong individual who could lead a team, manage complex programmes, and build partnerships across sectors, all while upholding the charity’s mission of helping refugees access meaningful employment.

The Charity

Breaking Barriers supports refugees to rebuild their lives through employment. Now in its 10th year, the charity has grown from a start-up to a high-impact organisation supporting over 1,000 individuals annually. Their work is rooted in one-to-one advice, education, training, and employer partnerships, with a strong emphasis on innovation and inclusion.

The Role

The Client Services Manager would oversee the delivery of employment support services in Manchester, managing a team of Advisers and client-facing staff. The role required:

• Strong leadership and team development skills
• Experience in employment support or refugee integration
• Project and programme management expertise
• Stakeholder engagement and partnership-building abilities
• A deep understanding of safeguarding and service improvement

Our Search Strategy

We were appointed on an exclusive basis, allowing us to deliver a tailored and high-touch search process. Our approach combined:

• Headhunting: Targeted outreach to individuals with relevant experience in employment services, refugee support, and local authority partnerships.
• Key Connections: Leveraging our extensive network within the charity and public sectors to identify potential candidates and gain referrals.
• LinkedIn Recruiter: Strategic use of LinkedIn to reach passive candidates with the right blend of leadership and frontline experience.
• Internal Database: Tapping into our curated pool of candidates with a track record in social impact roles.

We also provided value-added support throughout the process, including:

• Refining the job description to ensure clarity and appeal
• Support with interview questions aligned with the charity’s values and priorities
• Advising on a task to assess strategic thinking and service delivery insight

The Outcome

The search generated strong engagement and a high-quality candidate pool:

• 40 candidates responded to the campaign
• 20 screening calls were conducted
• A longlist of 11 candidates was submitted with 7 candidates flagged as highest scoring
• 4 candidates were shortlisted for interview
• 1 candidate was appointed after the first interview with a second candidate also appointable

The charity was impressed by the calibre and diversity of the candidates. The successful appointment brought on board a highly capable leader with the right blend of operational expertise, empathy, and strategic vision to drive impact in Manchester. Kate Ferguson started the role in September 2025.