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.
Requirements
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.
People & Operations Lead employer: HagbroAi
C caring Locals is an exceptional employer that prioritises the growth and well-being of its employees while making a meaningful impact in the lives of young people. With a supportive work culture that fosters collaboration and professional development, staff are encouraged to enhance their skills and advance their careers. Located in Greater London, the company offers unique opportunities to engage with diverse communities and contribute to positive change in a vibrant urban setting.
