Job Summary
We are looking for an exceptional operational leader who combines strong organisational skills with genuine compassion and a commitment to outstanding service.
You will be someone who naturally sees what needs doing and takes action. A practical problem-solver and relationship builder, you will thrive in a busy environment where no two days are the same. You will be equally comfortable managing budgets, coordinating teams and improving systems as you are supporting a family celebration, arranging a patient's final wish, or ensuring the small details that make someone feel cared for are never overlooked.
You will understand that in a hospice, non-clinical services are not just support functions. They are an integral part of the care we provide. The welcome a family receives, the cleanliness and comfort of a patient's room, a favourite meal, a special birthday celebration, a wedding, a cinema night, or the Christmas magic created for a family facing difficult circumstances can have a lasting impact.
We are seeking someone who leads with warmth, empathy and professionalism, inspires those around them to deliver exceptional standards, and takes pride in helping patients and families make precious memories. Above all, you will be a trusted "fixer" who finds solutions, removes barriers and ensures that every aspect of the hospice environment reflects our commitment to helping people Make Every Moment Matter
Lead and manage the administration, catering and housekeeping teams ensuring safe, effective and responsive service delivery. Exercise matrix management responsibility for the Facilities Officer, working in partnership with the Facilities Supervisor to prioritise workloads, support service delivery and ensure the hospice environment remains safe, welcoming and responsive to the needs of patients, families, visitors, staff and volunteers. Work collaboratively with the Clinical Team to support the smooth day-to day operation of the hospice. Ensure appropriate staffing levels, deployment and workload management across all support services. Lead recruitment, induction, supervision, development and performance management of team members. Foster a culture of excellence, accountability, teamwork and continuous improvement.
Lead the delivery of high-quality hospitality and support services that enhance the experience of patients, families and visitors. Ensure patients and families experience a welcoming, caring and responsive environment. Coordinate and facilitate special events and celebrations for patients and families, including weddings, anniversaries, birthdays and seasonal activities. Work closely with volunteers and colleagues to create opportunities that help patients and families make meaningful memories. Ensure that the “little touches” that make a significant difference are consistently delivered. Actively seek feedback from patients, families and colleagues to enhance services.
Act as a visible ambassador for Cornwall Hospice, welcoming and engaging with a wide range of visitors to the hospice, including potential patients and families, bereaved relatives, supporters, fundraisers, donors, corporate partners and community groups. Conduct hospice tours and presentations, adapting communication style and messaging to suit different audiences while promoting understanding of the hospice's work, values and impact. Build positive relationships with external stakeholders, helping to develop community engagement, supporter loyalty and opportunities for collaboration. Support fundraising and engagement activities by representing the hospice at local events, open days and community initiatives as required. Work closely with fundraising, clinical and operational colleagues to ensure visitors and supporters experience a warm, professional and memorable introduction to Cornwall Hospice.
Lead and oversee housekeeping, catering and administrative services, ensuring high-quality, responsive and efficient support for patients, families, visitors, volunteers and staff. Ensure all hospice environments are safe, welcoming, comfortable and maintained to the highest standards, reflecting our commitment to providing an exceptional patient and family experience. Exercise matrix management responsibility for the Facilities Officer, working in partnership with the Facilities Supervisor to coordinate priorities, support service delivery and ensure the effective management of facilities-related issues. Work collaboratively with the Facilities Supervisor and Facilities colleagues to plan, prioritise and oversee repairs, maintenance activities, environmental improvements and estates-related projects. Ensure compliance with all relevant legislation, standards and organisational policies, including food hygiene, infection prevention and control, health and safety, and environmental requirements. Lead on risk assessment and risk management within areas of responsibility, implementing appropriate control measures and ensuring a proactive approach to safety and compliance. Develop, implement and continuously review operational procedures, service standards and quality assurance processes to drive excellence and continuous improvement. Support the ongoing development of a safe, sustainable and well maintained hospice environment that meets the needs of patients, families, staff and volunteers. Work closely with clinical and operational colleagues to ensure facilities and support services contribute positively to the overall patient and family experience and support the delivery of outstanding hospice care.
Manage budgets within delegated areas of responsibility. Monitor expenditure and ensure effective use of resources. Negotiate and manage supplier relationships to secure value for money. Establish and monitor stock control systems and purchasing processes. Identify opportunities for efficiency savings while maintaining service quality.
Skills & Knowledge:
Essential Skills & Knowledge: Excellent leadership and people management skills. Strong organisational and planning abilities. Outstanding customer service ethos. Ability to balance operational priorities with compassion and empathy. Excellent written and verbal communication skills. Ability to build effective relationships with a wide range of people. Strong problem-solving and decision-making skills. Ability to remain calm and focused under pressure. Strong financial awareness and budgeting skills. Ability to identify opportunities for service improvement. Good IT literacy and confidence using digital systems.
Desirable Skills & Knowledge: Knowledge of healthcare or hospice environments. Understanding of infection prevention and control standards. Understanding of food safety regulations. Knowledge of sustainability and environmental management practices
We are seeking a leader who: Genuinely cares about people and is motivated by making a difference. Leads with kindness, compassion and emotional intelligence. Is naturally proactive and takes ownership of problems. Notices the small details that have a big impact on patient and family experience. Is resourceful, practical and solution focused. Finds ways to make things happen rather than reasons why they cannot. Demonstrates resilience and positivity in challenging situations. Can confidently make decisions while remaining sensitive and compassionate. Takes pride in delivering consistently high standards. Is approachable, visible and supportive to colleagues. Maintains professional boundaries whilst building trusted relationships. Demonstrates integrity, honesty and accountability. Embraces change and is open to new ideas. Works collaboratively and encourages teamwork. Is adaptable and willing to respond to changing operational demands. Has the confidence to challenge constructively when needed. Understand that exceptional hospice care extends beyond clinical care.
You can find a very rewarding career with Cornwall Hospice. As well as being part of a team making a real difference to our Cornish community, we offer a generous employment package.
The successful candidate will join on a permanent contract, subject to a three month probation period.
A stakeholder pension scheme with matched contributions up to 4%.
Hours of Work 37.5 hours a week, worked flexibly, as required.
Flexible Annual Leave Generous annual leave of 36 days per year, including bank holidays.
Ability to buy or sell one week of leave each year.
Death in service life assurance of three times annual salary.
Enhanced sick pay, which increases with length of service.
Non-contributory medical cash plan providing payments towards everyday healthcare treatments.
Employee Assistance Programme offering virtual and face to face counselling. 24/7 access to remote GP services. Access to Blue Light Discount Card. Free membership of Perkbox providing discounted shopping and wellbeing resources.
Free complementary therapies.
We offer a wide range of high quality training, learning and development opportunities to challenge and stimulate your professional development.
We provide a supportive working environment by focusing on relationships through careful listening to, understanding, empathising with and supporting our people.
If you are interested in exploring this exciting opportunity further, please send a CV and covering letter explaining why you think you would be the best fit to our organisation to our People and Culture Team. [email protected]
Alternatively, if you would like to have an informal discussion about this role, please contact George Elworthy, Head of Patient Services and he will arrange to call you at a suitable time.
[email protected]
Closing Date: 28th August 2026
Interview Date: 11th September 2026
Pay: £36,000.00-£41,000.00 per year
Work Location: In person
