People & Operations Lead

The People & Operations Lead is responsible for overseeing the day-to-day operational delivery of Caring Locals' services, ensuring high-quality support to clients, strong coordination of care, and smooth running of our supported accommodation services.

Working closely with the Director & Registered Manager, this role supports the regulatory, administrative, and staffing responsibilities typically associated with the Registered Manager function. The People & Operations Lead also acts as the key link between care coordination, team leaders, and frontline staff, maintaining a consistent, positive, and compliant service.

A. Operational Leadership

• Lead the daily operations of care delivery and supported accommodation services.
• Ensure all services run efficiently, safely, and in alignment with company policies and CQC expectations.
• Oversee shift planning, staff allocation, rota management, and emergency cover arrangements.
• Support implementation of new systems, processes, and operational improvements.

B. Care Coordination & Service Quality

• Oversee all referrals, assessments, staff matching, and service start-ups.
• Ensure support plans, risk assessments, and documentation are up to date and in compliance with regulatory standards.
• Work with the Director to continuously drive quality improvements.
• Monitor service user experience and ensure timely resolution of issues or complaints.
• Provide leadership, guidance, and support to Team Leaders and frontline staff.
• Support recruitment, onboarding, training, performance reviews, and disciplinary procedures.
• Promote a positive workplace culture and ensure staff feel supported and valued.
• Monitor staff performance, attendance, and compliance with company policies (including clock-in systems).
• Work directly with the Team Leader to ensure supported accommodation services operate smoothly.
• Ensure staff are deployed appropriately and support packages are delivered to a high standard.
• Maintain effective communication between accommodation staff, external professionals, and management.

E. Compliance & Reporting

• Support the Director & Registered Manager in meeting all CQC requirements.
• Assist with audits, incident reporting, quality assurance checks, and compliance monitoring.
• Produce operational reports, including staffing, service user updates, and KPI tracking.
• Maintain accurate records and ensure data protection standards are met.

Skills & Experience Required

• Experience in a care, supported living, or social care environment.
• Strong leadership and people-management skills.
• Excellent organisational and time-management abilities.
• Strong understanding of safeguarding, risk management, and care delivery.
• Ability to manage a fast-paced service and coordinate multiple teams.
• Strong communication and problem-solving skills.
• Experience working under CQC-regulated standards.
• Experience managing supported living or supported accommodation services.
• NVQ Level 3 or 5 in Health & Social Care or equivalent (or willingness to work towards it).
• Knowledge of rota systems, workforce planning, or HR processes.