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On Call Operations Support Manager

A very exciting opportunity has arisen within our company to manage our On Call Service.

This is a great role for an experienced manager who is looking for flexibility and a challenge with a supportive team around them.

The ideal candidate will have proven experience of strong team management and strong incident; emergency management.

They will have the ability to problem solve in an efficient manor and have excellent understanding of health care and social care marketplaces and potential opportunities.

If this sounds like you then we would love to hear from you!

Please apply below or call Amelia on 01273 974212 for a confidential chat.



JOB TITLE: Operational Support Manager

REPORTS TO: Operations Manager/Head of Operations


This role will work across the Care at home and Staffing Divisions overseeing the On Call Service.

The post holder will lead, develop, manage and support the on call service team to ensure the organisational goals and objectives are met/exceeded.

The role will primarily focus on managing the out of hour’s services whilst understanding the business needs to continuously improve operational performance, incidents management and quality delivery during out of hours.

One of the key aspects of the role is to work with the Operations team to build a more inclusive working relationship between the branches and the Oncall Team.


To work with business managers to understand the business needs and demand to ensure out of hours processes are in line with day to day business operations
To work closely with each branch to understand the service users requirements to ensure continuity of care during out of hours
To support the out of hours coordinators to fulfill their roles especially incidents, medication and emergencies management
To liaise with Branch Managers and facilitate working service level agreement between branch staff and out of hours to ensure business continuity during out of hours.
To take lead responsibility in ensuring the out of hours service is fully resourced through effective recruitment management, staff retention and career development programme for all the out of hours staffing division.
To comply, at all times, with the Company’s legal and regulatory policies and procedures, i.e..

CQC, POVA, Health and Safety, ISO, Information Governance, etc, by following agreed safe working procedures, reporting incidents and respecting confidentiality

Quality Management
To ensure the service complies with and adhere to all internal company policies, procedures and external legislation, CQC, SP, Preferred Provider and Local Authority contractual standards
To ensure excellent customer service is provided to all stakeholders.
To effectively manage complaints from stakeholders in partnership with the relevant individuals.
To ensure all quality processes are implemented within the area.
To keep up to date with all developments in the Care Industry.
To recommend and initiate improvements to policy and practice
To liaise with CQC and other agencies with regards to operational legislative requirements

People Management
To provide excellent leadership to encouraging team working, commitment and team development.
To manage individual performance, promoting continuous improvement and effectively addressing under performance.
To ensure the relevant and appropriate supervision for all staff
To conduct disciplinary hearings or appeal hearings as appropriate.

Continuous Improvement
To improve and enhance all management systems and operating processes to seek out operational savings.
To improve efficiencies without compromising quality or safety of Service Users or staff.
To establish continuous improvement processes within the service area and to ensure they are regularly conducted.

Person Specification

Proven experience of strong team management

Proven experience of strong incident/emergency management
Ability to problem solve in an efficient manor

Proven experience of managing change to help improve efficiencies
Competent senior manager, preferably with commercial and social care/health care experience
Proven leadership and people management experience,
Experience of managing multiple business units
Good knowledge and understanding of health care and social care marketplaces and potential opportunities
Complies, at all times, with the Company’s legal and regulatory policies and procedures
Project management experience advantageous
Experience or knowledge of DH structures and processes desirable
Competent user of MS Office; good IT literacy


Excellent interpersonal and people management skills
Proactive and professional manner – a true self-starter; able to manage self and others
Ability to coach and develop people and the business
Excellent communication and organisational skills
Able to effectively prioritise; managing conflicting and competing priorities
High energy level – able to collaborate across teams to achieve a common goal
Strong on detail and a completer finisher
Passion for people, organisation and quality (ranked in order of priority)
Strategic Thinking
Lead from the Front
Accountability for Profit
Delivering Change
Analytical Thinking
Value Creation
Planning and Organising
Drive to Achieve Results
Innovation for Change
Develop Self and Others
Clinical/Technical Excellence