Director of Operations

Key responsibilities 1) Operational leadership & performance Lead day-to-day operations across supported living services, ensuring safe staffing, consistent practice, and reliable service delivery. Set clear operational standards and performance expectations for managers and teams. Drive occupancy, capacity planning, and efficient deployment of support hours in line with assessed needs and commissioned packages. Manage service risk: environment, lone working, community risk, staffing risk, clinical/behavioural risk (where relevant). 2) Quality, governance & CQC readiness Maintain CQC readiness across all services: evidence-based systems, robust audits, and consistent documentation. Own the quality framework: audit schedules, action plans, learning loops, and sustained improvements. Monitor and improve performance against CQC Key Lines of Enquiry (KLOEs): Safe, Effective, Caring, Responsive, Well-led. Ensure governance is real, not theatre: good minutes, clear owners, deadlines met, measurable improvements. 3) Safeguarding, risk & incident management Act as senior safeguarding lead (or deputy) ensuring timely reporting, high-quality investigations, and effective multi-agency working. Oversee serious incidents, complaints, whistleblowing, and escalation pathways. Ensure duty of candour is applied appropriately and consistently. Lead learning from incidents (trend analysis, thematic reviews, corrective actions that actually stick). 4) Regulatory compliance & statutory frameworks Ensure compliance with relevant legislation and guidance, including (as applicable): Health and Social Care Act 2008 (Regulated Activities) Care Act 2014 (safeguarding) Mental Capacity Act 2005 (capacity assessments, best interests) DoLS/LPS awareness where relevant to pathway/interface Health & Safety, COSHH, fire safety, RIDDOR, GDPR Ensure CQC notifications are made correctly and on time (where required by your regulated activities). Maintain policy, procedure, and training compliance across services. 5) People leadership: recruitment, retention, capability Build high-performing service leadership through coaching, supervision standards, and clear accountability. Oversee recruitment plans, onboarding quality, rota integrity, and retention strategies. Manage capability, disciplinary processes, attendance, and culture issues fairly and decisively. Ensure mandatory training compliance and role-specific competence (PBS, autism, epilepsy, meds, etc. as relevant). 6) Financial and contract performance Own operational budgets: staffing ratios, agency use, rota efficiency, travel costs, and service-level P&L performance. Work with finance/commissioners to ensure packages are accurate, reviewed, and delivered as commissioned. Deliver measurable improvements in agency reduction, vacancy management, and efficiency without compromising care. 7) Service development & strategic delivery Support mobilisation of new services, transitions, and service redesign. Build strong commissioner relationships and contribute to tenders, service proposals, and growth plans. Lead improvement projects (e.g., medication governance upgrade, auditing overhaul, PBS quality drive, digital care planning rollout). 8) Stakeholder management Maintain professional relationships with families, advocates, social workers, commissioners, housing partners, and multidisciplinary teams. Lead complex meetings: placement breakdown prevention, safeguarding strategy, best interests, complaint resolution. Ensure people supported are meaningfully involved in decisions about their lives and service improvements.