About Us:
We are an outstanding social care provider, ranked in the top 1.6% of care services in England, registered with the Care Quality Commission (CQC). Our mission is to provide exceptional support for individuals with complex needs; learning disabilities, and mental health challenges. Guided by our values of Positivity, Integrity, Excellence, and Safety, we strive to ensure that every person we support experiences dignity, independence, and choice. We are a digital care provider that uses detailed data analysis to inform care delivery, you need to be fully computer literate to join our team.
Job Scope
We are seeking a highly skilled and experienced Operations Manager to lead our ‘Complex Needs Services’ which supports individuals who face challenges related to mental health, learning disabilities, and autism. The service provides flexible, high-quality support that can respond to a wide range of presentations, including behaviours that challenge, emotional dysregulation, trauma-related needs, and risks associated with self-harm or instability This role is not just about overseeing care; it’s about providing compassionate leadership to a team committed to making a real difference in the lives of individuals who may self-harm, experience suicidal ideation, or present forensic risks to society.
In this position, you will oversee the delivery of personalised, person-centred services that focus on promoting dignity, independence, and choice for each individual. You will collaborate closely with our organisation’s leadership team to enhance the well-being of residents, ensuring that we maintain the highest standards of care and compliance with regulatory bodies, particularly the CQC.
Key Responsibilities
Leadership and Management:
- Develop a strong vision and strategy for the service that prioritises person-centred care and individual empowerment.
- Recruit, train, and retain qualified staff adept at working with individuals facing complex needs.
- Hold regular team meetings to foster communication, share feedback, and promote a culture of collaboration and support.
- Conduct performance reviews and provide constructive feedback, ensuring staff development and growth.
- Mentor new staff members, ensuring they receive the necessary training and support in working with individuals with high complex needs.
- Create a positive workplace environment that encourages staff to express concerns and offer suggestions for improvement.
- Implement an open-door policy for team members to discuss any challenges they face in their roles.
- Develop a staff recognition programme to celebrate outstanding contributions to the quality of care delivered.
- Facilitate team-building activities that enhance cooperation and morale among team members.
- Lead by example, demonstrating the values of Positivity, Integrity, Excellence, and Safety in daily interactions.
Person-Centred Care:
- Conduct comprehensive assessments of individuals' needs, preferences, and aspirations to inform care planning.
- Involve individuals and their families in the development and review of their care plans to ensure their voices are heard.
- Tailor programmes of care and support based on best practices in the management of autism and learning disabilities.
- Monitor progress and satisfaction regularly through feedback mechanisms, adapting care plans as necessary.
- Collaborate with therapists and specialists to integrate therapeutic interventions into daily care routines.
- Encourage individuals to engage in decision-making processes regarding their own care and daily activities.
- Facilitate social and recreational activities that promote inclusion and enable personal growth and community connection.
- Develop strategies for supporting individuals who may exhibit challenging behaviours, focusing on proactive and positive interventions.
- Empower individuals to develop life skills through personalised support plans and structured programmes.
- Regularly review and analyse outcomes related to individual well-being and service satisfaction, implementing changes where necessary.
Compliance and Quality Assurance:
- Maintain up-to-date knowledge of CQC regulations and ensure compliance at all times.
- Conduct routine audits of services, with emphasis on care quality, documentation, and staff performance.
- Develop and implement a comprehensive quality assurance framework to monitor service delivery.
- Create action plans for addressing areas identified for improvement during audits and inspections.
- Ensure that all staff members are familiar with and adhere to safeguarding and health and safety policies.
- Facilitate training sessions on quality standards and compliance requirements for all staff.
- Prepare for CQC inspections by ensuring all documentation is current and accessible.
- Review incident reports, identifying trends and implementing changes to prevent future occurrences.
- Conduct regular client feedback sessions to evaluate service quality and areas for improvement.
- Collaborate with external quality assurance bodies to benchmark and enhance service standards.
Staff Development and Training:
- Assess skill gaps in the team and develop training plans to address specific learning needs.
- Ensure all staff complete mandatory training, including safeguarding, the Mental Capacity Act, and health and safety.
- Provide opportunities for staff to attend external training and conferences related to autism and mental health.
- Foster a culture of continuous professional development by encouraging further qualifications relevant to the role.
- Implement regular supervision and coaching sessions to guide staff in their professional growth.
- Facilitate peer-led training initiatives where staff can share their knowledge and skills with colleagues.
- Develop an induction programme for new staff tailored to the complexities of working with individuals with high needs.
Risk Management:
- Develop and implement robust risk assessment protocols for individuals with a history of self-harm, suicidal ideation, or forensic behaviours.
- Collaborate with multi-disciplinary teams to create safe and effective intervention plans that prioritise the well-being of both clients and staff.
- Regularly review and update risk assessments in line with the individual’s changing needs and circumstances.
- Ensure that all staff are trained in recognising and responding to risks associated with self-harm and mental health crises.
- Develop clear escalation procedures for incidents that require immediate attention.
- Create individualised safety plans that outline specific strategies and interventions.
- Promote a positive behavioural approach to reduce the likelihood of crisis situations by addressing potential triggers.
- Engage with families and advocates to incorporate their insights into risk management strategies.
- Maintain comprehensive documentation of risk assessments and intervention plans for regulatory compliance.
- Conduct regular training sessions on risk management protocols for all staff members.
Collaboration with Stakeholders:
- Engage proactively with the families and advocates of individuals in our care, ensuring their perspectives and wishes are integrated into care planning.
- Work alongside external agencies and local authorities to advocate for the needs of individuals with complex challenges, promoting their rights and enhancing their service experience.
- Establish regular communication channels with stakeholders to update them on individuals’ care and progress.
- Conduct feedback sessions with families to gather input on service delivery and areas for improvement.
- Foster partnerships with relevant organisations to enhance resources and support for individuals in our care.
- Ensure that all stakeholders are informed about changes in care plans or policies affecting clients.
- Participate in community forums to represent the interests of individuals with complex needs.
- Collaborate with healthcare professionals to ensure holistic care that addresses physical and mental health needs.
- Provide information and resources to families and advocates to empower their involvement in care planning.
- Host training and information sessions for families to educate them on available services and support.
Qualifications and Experience:
Essential:
- A minimum of 5 years' experience in service management within the health and social care sector, with a focus on supporting individuals with mental health needs, autism, and learning disabilities.
- Minimum Level 5 Leadership and Management
- Proven experience in leading care services that cater specifically to individuals with high complex needs, including self-harm and forensic risk.
- Strong understanding of CQC regulations and compliance within services tailored for individuals living with mental health challenges and developmental disorders.
- Experience in developing and implementing quality assurance frameworks that guarantee high service standards.
- A demonstrated ability to manage crisis situations and support staff in their response.
- Proven track record of working collaboratively with multi-disciplinary teams to improve service delivery.
- Excellent communication skills, enabling effective engagement with clients, families, and stakeholders.
- Experience in conducting staff training and development to enhance service quality.
- Ability to analyse data and feedback to inform service improvements and decision-making.
- Commitment to ongoing professional development and keeping abreast of best practices in social care.
Preferred:
- Experience in budget management and strategic financial oversight to ensure the efficient running of the services.
- Knowledge of therapeutic approaches and interventions related to autism and mental health support.
- Experience in conducting audits and preparing reports for regulatory compliance.
- Familiarity with the latest legislative changes affecting social care provision.
- A background in business development that contributes to service growth and sustainability.
- Experience in designing and implementing organisational policies and procedures that reflect best practices in care.
- Advanced training in safeguarding and mental health first aid.
- Familiarity with digital tools used in care management and reporting.
- A strong network of professional contacts within the social care and health sectors.
Our Commitment:
- We are deeply committed to safeguarding vulnerable individuals and ensuring their safety and well-being. All employees are expected to fully engage with safeguarding training and adhere to best practices. The successful applicant will be required to undergo enhanced disclosure through the Disclosure and Barring Service, along with any other compliance checks necessary to ensure the safety and welfare of those we support, particularly for individuals facing complex challenges.
- If you are a dedicated and experienced leader in social care with a passion for improving lives and a deep understanding of the complexities associated with mental health, learning disabilities, and autism, we encourage you to apply for this essential role.
Closing Date: Thursday 3rd September 2026
Job Type: Full-time
Pay: Up to £47,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
Education:
- Diploma of Higher Education (preferred)
Experience:
- social care management: 5 years (required)
Work Location: In person
