1. Purpose of the Role
The Director of Operations & Quality Compliance provides strategic and operational leadership across all domiciliary care services within the charity. The post holder ensures that all branches deliver consistently high-quality, person-centred care and remain fully compliant with the Care Quality Commission (CQC) regulatory framework, maintaining GOOD or above ratings. The role ensures contractual performance standards are met or exceeded, oversees safeguarding, and drives continuous improvement across all services.
2. Key Responsibilities
A. Leadership & Strategic Management
* Provide clear strategic direction for all domiciliary care operations, aligned with the charity's mission and values.
* Lead branch managers and operational leads to deliver safe, effective, responsive, well-led and caring services.
* Contribute to organisational strategic planning and participate as a key member of the senior leadership team.
B. Regulatory Compliance (CQC)
* Ensure all branches achieve and maintain GOOD or higher outcomes in all CQC Key Lines of Enquiry.
* Oversee preparation for CQC inspections, including mock inspections, action plans, and evidence gathering.
* Maintain up-to-date knowledge of CQC standards, regulatory changes, and sector best practice.
* Lead internal audit and quality assurance processes, identifying risks and implementing mitigation plans.
C. Contractual & Performance Management
* Ensure all services meet contractual obligations set by local authorities, NHS bodies, and other commissioners.
* Monitor KPIs including timeliness, continuity of care, safeguarding, complaints, workforce capacity, and service outcomes.
* Produce performance reports for the CEO, trustees, regulators, and commissioners.
D. Service Excellence & Continuous Improvement
* Develop and implement quality improvement strategies across all branches.
* Analyse performance data to identify trends, gaps, and opportunities for improvement.
* Introduce new policies, procedures, and best-practice frameworks to strengthen care delivery.
* Lead service development projects and innovation initiatives.
E. Workforce Leadership
* Promote a culture of accountability, continuous learning, and compassionate leadership.
F. Safeguarding, Risk & Incident Management
* Act as the organisational lead for safeguarding (or work closely with the designated safeguarding lead).
* Ensure robust reporting, investigation, and learning processes for incidents, accidents, and complaints.
* Maintain the organisation's risk register for operational and quality matters.
G. Partnership & Stakeholder Engagement
* Build strong relationships with commissioners, local authorities, CQC inspectors, and community partners.
* Represent the organisation in contract meetings, quality reviews, and sector forums.
* Communicate service performance and quality outcomes to internal and external stakeholders.
3. General Responsibilities
* Promote equality, diversity, and inclusion in all aspects of service delivery and leadership.
* Maintain confidentiality and comply with GDPR/data protection regulations.
* Uphold the charity's values, safeguarding responsibilities, and code of conduct.
* Undertake any additional duties relevant to the role.
Person Specification
A. Qualifications
Essential:
* Degree-level qualification or equivalent experience in health or social care, operations management, or a related field.
* Relevant professional qualification (e.g., Level 5 in Leadership for Health & Social Care, Registered Manager Award, or equivalent).
* Evidence of continued professional development.
Desirable:
* Postgraduate qualification in management, leadership, quality, or similar.
* Training in audit, quality improvement, or project management.
B. Experience
Essential:
* Senior leadership experience within domiciliary care, social care, or a regulated care setting.
* Proven track record of achieving GOOD or OUTSTANDING outcomes under CQC.
* Experience managing multi-site services or operational teams.
* Strong experience in quality assurance, compliance, and regulatory frameworks.
* Experience working with local authority/NHS contracts and commissioner performance requirements.
* Evidence of leading change, service improvement, and transformation projects.
Desirable:
* Experience in the charity/not-for-profit sector.
* Experience managing budgets and financial performance.
C. Knowledge
Essential:
* In-depth understanding of CQC regulations, inspection frameworks, and Key Lines of Enquiry.
* Strong knowledge of safeguarding (adults and children), risk management, and incident reporting.
* Understanding of domiciliary care contract management and KPIs.
* Knowledge of workforce planning and care sector recruitment challenges.
D. Skills & Competencies
Essential:
* Exceptional leadership and people-management skills.
* Strong analytical and problem-solving capabilities.
* Excellent communication, negotiation, and influencing skills.
* Ability to interpret complex information, data, and performance reports.
* High level of organisational and project management ability.
* Ability to work under pressure, manage competing priorities, and meet deadlines.
* Strong digital literacy (care management systems, reporting tools, MS Office).
Desirable:
* Ability to drive innovation and adapt services to new regulatory or commissioning requirements.
E. Personal Qualities
* Compassionate and person-centred approach.
* High integrity, professionalism, and accountability.
* Commitment to safeguarding, equality, and ethical practice.
* Strategic thinker able to maintain a hands-on approach when needed.
* Positive, resilient, and solutions-focused.
Job Types: Full-time, Permanent
Pay: £50,000.00 per year
Benefits:
* Bereavement leave
* Company events
* Company pension
* Employee mentoring programme
* Health & wellbeing programme
* On-site parking
Experience:
* Home Care Registered Manager: 5 years (preferred)
Work Location: Hybrid remote in Liverpool L33 7UY