Job Title: Referrals & Contracts Manager
Role Purpose
To lead and manage the organisation’s referral pathway, contract management, mobilisation of new services, and bid/tender submissions within a CQC-regulated supported living environment.
The role is responsible for ensuring safe, suitable placements, contract compliance, sustainable occupancy levels, and high-quality tender submissions that support strategic growth.
This role directly impacts revenue stability, regulatory compliance, and commissioner confidence.
Key Responsibilities
Referral Management & Placement Oversight
* Act as the central point of contact for all incoming referrals from Local Authorities, ICBs, and other commissioners.
* Review referral documentation including assessments, risk profiles, funding approvals, and care requirements.
* Assess placement suitability in collaboration with Registered Managers and clinical/operational leads.
* Coordinate timely responses to commissioners within agreed KPIs.
* Maintain a live referral tracker, pipeline forecasting, and conversion analysis.
* Ensure placements align with service capacity, skill mix, and CQC registration scope.
* Monitor occupancy levels and identify risks to void management.
Mobilisation of New Packages
* Lead mobilisation of new placements from contract agreement to service commencement.
* Coordinate staffing requirements, recruitment, training needs, and rota planning.
* Ensure all care plans, risk assessments, MAR charts, and compliance documentation are in place prior to go-live.
* Liaise with housing providers, landlords, and external professionals where required.
* Oversee structured handover to operational teams post-mobilisation.
* Monitor initial stabilisation period to ensure safe delivery and contractual adherence.
Contracts & Compliance Management
* Maintain oversight of all placement contracts and service agreements.
* Review contract terms to ensure pricing, service scope, KPIs, and reporting requirements are understood and adhered to.
* Track contract start/end dates, uplift cycles, renewal deadlines, and framework agreements.
* Support negotiations on fee uplifts, variations, and amendments.
* Ensure services are delivered in line with contractual obligations and funding agreements.
* Work closely with finance to ensure billing accuracy and alignment with commissioned hours.
* Maintain an organised contracts register and audit-ready documentation.
Bids & Tender Management
* Identify and monitor tender opportunities through procurement portals and commissioner networks.
* Lead completion of PQQs, ITTs, DPS applications, and framework submissions.
* Coordinate contributions from operations, finance, HR, and quality teams.
* Maintain and update a tender library including policies, KPIs, case studies, and CQC evidence.
* Track submission deadlines, clarifications, and award outcomes.
* Contribute to strategic growth planning through market analysis and commissioner engagement.
Stakeholder & Relationship Management
* Develop and maintain strong professional relationships with commissioners, social workers, care coordinators, and housing partners.
* Represent the organisation at provider forums and partnership meetings.
* Respond professionally and proactively to placement concerns or contractual queries.
Data, Reporting & Performance
* Produce regular reports on referral volumes, conversion rates, occupancy, and contract status.
* Monitor trends in referral rejection, voids, and contract performance risks.
* Provide data insights to senior leadership to support strategic planning.