Monique Joseph
London
Summary
Experienced service manager with over 10 years experience within the criminal justice sector. Proven ability to develop and oversee operation of services across various sites.
Overview
2026
2026
years of professional experience
1
1
Certification
Work history
Service Manager
Forward Trust
London, United kingdom
09 2024 - Current
- Lead the strategic delivery of MOJ-commissioned recovery and peer mentorship services, driving performance across multiple boroughs.
- Forge and sustain high-level partnerships with Probation Services, NHS, Local Authorities, and voluntary sector organisations to enable integrated, client-centred care.
- Oversee service delivery for complex, high-volume caseloads, ensuring full compliance with KPIs, contractual obligations, and regulatory standards.
- Manage and develop multi-disciplinary regional teams, embedding a culture of accountability, innovation, and continuous improvement.
- Shape stakeholder engagement strategies that strengthen referral pathways, expand reach, and position services as essential to local systems.
- Direct regional performance, audits, and governance reporting, ensuring service quality, risk mitigation, and alignment with national frameworks.
- Control regional budgets and resource allocation, achieving cost-effective outcomes while maintaining high service standards.
- Drive continuity of care from custody to community through strategic multi-agency collaboration and systems leadership
Service Manager
Prison advice and care trust
London, ENG
06 2022 - 07 2024
- Manage budget of over 1.2m.
- Successfully develop and project manage new services.
- Improve operational output and meet KPIs of existing projects across three prison establishments.
- Used data-driven strategies to improve quality of service user interactions.
- Produced and delivered tailored quarterly reports and data visual to board of stakeholders and trustees.
- Monitor service user usage across sites and devising improvements to service procedures, improving service user impacts.
- Lead strategic conversations with key stakeholders monthly to ensure Pact are achieving their objectives.
- Establish trusted relationship with prison governors, funders and service users to ensure providers understand and are leveraging Pact platform.
- Built firm but respectful relationships with staff, leading by example and providing continued encouragement for high levels of motivation and satisfaction.
- Identified service gaps, developing plans to strengthen or expand offerings.
Programme Manager
Prison Advice and Care Trust
London , ENG
07 2021 - 05 2022
- Developed and embed new services across high security and young offender facilities.
- Successful improving prisoners' family relationship in over 85% of the men.
- Recruit, onboard and train new staff to ensure optimal team performance.
- Created service toolkit for new starter, existing staff and drive service expansion.
- Assessed, formulated and execute changes to ongoing programmes, providing strategic directions for service users and key stakeholders.
- Complete and ensure safety protocol are followed both in custody and community.
- Cultivated relationships with local community groups, key stakeholders and funding sources, maximising programme outreach and service development.
- Resolved programme issues and initiated appropriate corrective action, maintaining programme quality.
- Coordinated strategic planning activities based on current data.
Family Engagement Manager
Prison advice and care trust
London , ENG
1 2018 - 5 2021
- Manage, trained and supervised team of 10.
- Facilitated training for new staff in key areas, such as safeguarding, professional boundaries, equality and diversity and foundation training,
- Uphold service level agreements through strategic planning and workload management.
- Developed and maintained positive working relationship between service users, staff and stakeholders to inline with Pact ethos and brand.
- Case management of over 30 new case each month and conduct client review to identify additional support.
- Resolved problems, improved operations to ensure KPIs were met to provided exceptional service.
- Providing ongoing staff support through regular supervision.
Education
Master of Science - Criminology and criminal psychology
University of Greenwich
London 07.2019
Bachelor of Arts - Events Management
London Metropolitan University
London07.2010
Skills
- Project management
- Budgeting
- Staff Management
- Service management
- Microsoft Office
- SSCL vetting verifier
- CTC vetting cleared
Certification
- Level 5 Leadership and Management qualification, Interface Enterprise - Oct 2021- July 2022
Timeline
Service Manager
Forward Trust
09 2024 - Current
Service Manager
Prison advice and care trust
06 2022 - 07 2024
Programme Manager
Prison Advice and Care Trust
07 2021 - 05 2022
Family Engagement Manager
Prison advice and care trust
1 2018 - 5 2021
Master of Science - Criminology and criminal psychology
University of Greenwich
Bachelor of Arts - Events Management
London Metropolitan University