Head Of Operations in Cardiff

Head of Operations & Patient Experience

Location: Cardiff

Salary: £47,000 - £52,000 DOE

Hours: 35 hours per week, Monday to Friday

Contract: Permanent

Working Pattern: Predominantly site-based, with flexibility to work remotely when operational commitments allow

An opportunity to make a real difference, in a place where every detail matters.

At Moxie People, we love working with organisations that genuinely change lives. And opportunities don't come much more meaningful than this one.

We're supporting a much-loved Cardiff charity providing specialist palliative care and compassionate support to people living with life-limiting illnesses, alongside their families and loved ones.

The work they do is extraordinary. Every day, their dedicated teams help people navigate some of life's most difficult moments, ensuring they feel supported, valued and cared for.

And behind that incredible care is an environment that needs to feel safe, welcoming, comfortable and dignified.

That's where you come in.

We're looking for a Head of Operations & Patient Experience to take ownership of the charity's operational environment, lead its facilities and compliance functions, and play a pivotal role in an exciting period of development.

This isn't simply about managing buildings, contracts or health and safety. It's about understanding that every decision you make has a direct impact on the people who walk through the doors.

From ensuring a family has a welcoming space to spend precious time together, to creating the right environment for well-being activities, counselling and support, the patient and family experience must sit at the heart of everything you do.

Why this role is special

This charity is looking ahead to an exciting new chapter, with plans to further develop its facilities and expand the services and experiences available to patients and families.

You'll play a central role in a significant redevelopment programme expected to span at least 18 months, acting as the organisation's operational lead and working closely with external project professionals to ensure the finished environment delivers what patients, families and colleagues really need.

Alongside this, you'll take ownership of the day-to-day operational infrastructure that keeps the hospice running safely, effectively and compassionately.

You’ll have the opportunity to influence decisions, shape improvements and leave a lasting legacy within an organisation doing genuinely important work.

What you'll be doing

This is a varied, senior and hands-on role where no two days will look quite the same.

• Putting people first: Ensuring the hospice's buildings, facilities and shared spaces provide a welcoming, accessible and compassionate environment for patients, families, visitors, colleagues and volunteers.
• Leading estates and facilities: Taking responsibility for the safe, efficient and effective management of the hospice environment, including maintenance, contractors, support services and facilities planning.
• Driving redevelopment: Acting as the internal operational lead for the hospice's future expansion, coordinating with external project managers and ensuring developments reflect the needs of those using the services.
• Championing health, safety and compliance: Overseeing health and safety, risk management, regulatory compliance, fire safety and business continuity arrangements.
• Managing resources: Overseeing operational budgets, supplier relationships, procurement and contracts, ensuring value for money without compromising quality or care.
• Improving how things work: Identifying opportunities to strengthen processes, streamline reporting and introduce practical improvements.
• Working collaboratively: Building strong relationships across clinical, well-being, fundraising and support teams, ensuring operational decisions support the charity's wider mission.

Who are we looking for?

We're not necessarily looking for somebody who has worked in a hospice before.

In fact, we're very open to candidates who have built their careers in social housing, healthcare, charities, social care, education, local government or other regulated, people-focused environments.

What matters is your ability to combine strong operational expertise with a genuine understanding of the people your work ultimately supports.

You’ll ideally bring:

• Significant experience in estates, facilities, operational management or a closely related senior role.
• A strong working knowledge of health and safety, compliance, risk management and business continuity.
• Experience managing contractors, budgets, external suppliers and operational projects.
• The confidence to take ownership of a broad remit, make sound decisions and work independently.
• Strong organisational and project management skills, ideally including refurbishment, capital development or estate improvement programmes.
• The ability to balance practical operational priorities with the needs and experiences of patients, families and service users.
• Excellent communication skills and the confidence to work with senior leaders, external professionals and colleagues across different teams.

Experience within a hospice or healthcare environment would be welcome, but it's certainly not essential.

Just as importantly, it's about you

We're looking for someone who is a problem-solver, not a problem-passer.

Someone who stays calm when things don't go to plan, rolls up their sleeves when needed and approaches challenges with a practical, positive mindset.

You'll be confident working autonomously, comfortable taking responsibility and able to see both the bigger picture and the small details that make a meaningful difference.

But above all, you'll bring empathy, emotional intelligence and a genuine connection to the purpose of the charity.

Because while technical skills and experience are important, understanding why the work matters is just as essential.

What's on offer?

• A competitive salary of £47,000 - £52,000 depending on experience.
• A permanent, senior leadership opportunity within a respected local charity.
• A 35-hour working week, Monday to Friday.
• Some flexibility to work remotely around operational and site commitments.
• The opportunity to play a key role in a significant hospice redevelopment.
• Genuine autonomy and the chance to shape the operational future of a purpose-driven organisation.
• A role where your contribution will have a meaningful impact on patients, families, colleagues and the wider Cardiff community.

Because this isn't just about looking after a building. It's about helping create the right environment for people when it matters most.

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