At Helping Hands, kindness is our foundation. From our first kitchen-table beginnings to the thousands-strong team we are today, we're united by one belief: everyone deserves to live well in the place they call home.
As we continue to grow and evolve our services, we're looking for an exceptional leader to shape and develop one of the most important functions in our business. If you're passionate about delivering outstanding customer experiences, leading high-performing teams, and creating operational excellence at scale, there's a place for you here.
Location: Alcester/Hybrid
Salary: Up to £75,000 + car allowance
This is a pivotal senior leadership role at the heart of Helping Hands' operations.
As our Head of Branch Support, you'll lead and develop a best-in-class centre of excellence that supports our branch teams, carers, customers and families across both our Visiting Care and Live-in Care services. You'll be responsible for shaping how specialist support is delivered, ensuring every touchpoint reflects the high standards of care, service and communication that Helping Hands is known for.
This is not simply a customer service leadership role.
This is an opportunity to influence strategy, drive operational excellence, lead transformation, and create exceptional experiences for customers, carers and colleagues across a complex, nationwide organisation.
- Leading and developing our Branch Support, Carer Services and Out of Hours teams
- Creating a centre of excellence that delivers outstanding support to branch teams, carers, customers and families
- Driving exceptional customer experiences across all key service touchpoints
- Shaping and delivering a long-term workforce strategy to support the growth of our Live-in Care service
- Partnering with senior leaders to influence operational priorities and business performance
- Using customer insights, service data and market trends to identify opportunities for improvement
- Driving continuous improvement initiatives that enhance service quality, efficiency and customer satisfaction
- Ensuring safeguarding, compliance and regulatory standards are consistently upheld across all teams
- Leveraging technology, automation and innovation to improve service delivery and operational effectiveness
- Supporting the commercial growth of our Live-in Care programme and ensuring delivery against budget and forecast targets
- Leading, coaching and developing a team of approximately 40 colleagues, creating a culture of accountability, engagement and excellence
We're looking for an inspiring senior leader who combines strategic thinking with a strong delivery focus and a genuine passion for customer care.
You'll bring:
- Significant experience leading customer-focused operational support functions
- A proven ability to deliver exceptional service for both internal and external customers
- Strong commercial awareness and business acumen
- Experience influencing senior stakeholders and building effective cross-functional relationships
- Outstanding communication and leadership skills
- A track record of driving operational improvement and delivering measurable results
- A data-driven approach to decision making and performance management
- The ability to thrive in a fast-paced, evolving environment
- Resilience, adaptability and a solutions-focused mindset
- Experience leading organisational change and transformation initiatives
- Experience within the care sector, healthcare or a regulated environment
- Knowledge of safeguarding, compliance and regulatory requirements
- Experience working across organisations of varying sizes and sectors
We're a purpose-led organisation, but we're also a growing, ambitious business with exciting plans for the future.
This is your opportunity to:
- Shape a critical function that directly impacts customers, families, carers and colleagues nationwide
- Lead a highly visible team at the centre of our operations
- Influence business strategy and drive meaningful change
- Create exceptional experiences that support our purpose of helping people live well
- Join an organisation where care, collaboration and continuous improvement are valued every day
At Helping Hands, we’re committed to building a diverse, inclusive community where everyone belongs. All applications are considered fairly in line with our Equality and Diversity Policy.
