Job Title: Head of Operations
Industry: Social Care
Location: North East
Salary: Up to £100K + Package
Purpose
The Head of Operations is responsible for the leadership of high quality, profitable care services across their region. The role drives delivery of customer experience and growth, commercial business performance and effectively manages key operational risks & compliance requirements.
Responsibilities
Customer & Operations
* Use customer insight and data to deliver excellent service and resolve escalated complaints.
* Lead day-to-day regional operations, ensuring consistency and high performance across all branches.
* Monitor KPIs and implement improvement plans to meet targets.
Leadership
* Build, lead, and develop a high-performing Area Management team aligned to company values.
* Contribute to divisional leadership and support strategic decision-making.
* Oversee workforce planning, recruitment, performance management, and employee relations.
* Represent the organisation with external stakeholders including regulators, commissioners, and families.
Quality, Risk & Compliance
* Partner with Quality teams to drive improvements, manage risk, and maintain strong regulatory ratings.
* Lead audits, investigations, and incident/complaint responses.
* Ensure effective processes, operational consistency, and out-of-hours service continuity.
Commercial
* Develop and deliver the regional business plan aligned to divisional goals.
* Manage financial performance, growth, and cost control with the Finance Business Partner.
* Work with marketing and operations to maximise new business and support branch expansion.
Key Metrics
* Headcount: ~1,250 | Customers: 2,500–3,000
* Direct reports: ~5 | Revenue: £25–30m
* KPIs: Customer • People • Quality • Profitability
Stakeholders
Finance, Quality, Operations, ER, People Services, Recruitment • CQC/CIW • Local Authorities • Customers/Families
Skills & Experience
* Multi-site leadership experience within care or similar sectors.
* Strong understanding of care regulations with a history of achieving “Good”/“Outstanding.”
* Quality-focused, commercially astute, and experienced in managing financial performance.
* Strong communicator and people leader with expertise in coaching, recruitment, and ER.
* Proven track record in delivering excellent customer service.
* Relationship builder, resilient change leader, and advanced IT (Excel) user.
* Full driving licence and willingness to travel/overnight stay.
Desirable: Experience in LA/NHS-funded care, care rostering systems, Level 5 Leadership qualification.