Location
Tomorrows Guides Ltd, Unit 1, Station Yard, Station Road, 3 days in Hungerford office, 2 days remote.
Reporting to
COO
Team size
~25 employees (3–5 direct reports)
About The Role
As Head of Operations, you’ll lead the operational engine behind how reviews are handled, moderated and published and how we source, generate and verify content for our profiles across our platforms – carehome.co.uk, homecare.co.uk and daynurseries.co.uk.
This is a systems, governance and operational leadership role, not a traditional customer service role.
Responsibilities
* Lead the operational engine behind our Reviews, Compliance and Customer Services teams.
* Bring clarity and consistency to how we interpret and apply our policies and processes.
* Redesign processes so reviews are handled faster at a higher standard.
* Work closely with BI to improve how reviews are triaged, moderated and published at scale.
* Create a calm, well-structured environment where teams know exactly how decisions are made.
* Improve how we communicate with customers and care providers when issues arise.
* Develop the capability of our operational leaders and strengthen morale across the team.
Qualifications
* A track record of building clear operational systems in complex, policy-driven environments.
* Excellent analytical capabilities and an understanding of new technologies, such as LLMs, and how they can be implemented.
* Strong operational leadership skills and experience managing teams through change.
* The ability to simplify complex processes and remove ambiguity.
* Calm judgement and confidence handling sensitive or reputationally important decisions.
* A collaborative, roll-your-sleeves-up attitude.
* Curiosity to continuously improve how things work.
* 8+ years of experience in operations, trust & safety, compliance, or customer operations within a digital platform or marketplace.
Benefits
* Competitive salary + annual bonus.
* Meritocracy – we’re a small team with ambitious plans, growing fast and so are our employees.
* Flexible working: up to 2 days a week working from home, 3 days a week from our offices in Hungerford.
* 25 days holiday a year, in addition to public holidays.
Contract & Compensation
Contract type: Full-time.
Salary: Based on Experience.
Closing Date
Wednesday 17th June 2026
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