We are seeking an experienced Operations Manager to take full ownership of our day-to-day operational delivery and ensure our services run smoothly, consistently, and to a high standard. You will operate with a high level of independence, taking responsibility for the effective running of operations without the need for close supervision.
This is a hands on role focused on delivery, accountability, and execution. You will be responsible for ensuring that admin workflows are clear, tasks are completed on time, and nothing is missed across the business. You will be expected to identify issues early, solve problems quickly, and ensure nothing impacts the smooth running of the business.
You will be stepping into a function that requires structure, clarity, and operational grip. Your role is to ensure that systems are not only in place, but are followed consistently in daily practice.
You will lead our admin and service coordination team and act as the central point of control for day-to-day operations. Your work will directly underpin the experience of families, schools, commissioners, and clinicians, while giving senior leadership confidence that operations are running effectively without the need for constant oversight.
This role is ideal for someone who enjoys making things happen, bringing order to complexity, and ensuring high standards are maintained consistently.
Key Responsibilities
Day-to-Day Operations & Service Delivery
- Oversee daily admin and service delivery operations
- Ensure bookings, scheduling, follow-ups, and communications run smoothly
- Maintain clear visibility across caseloads, therapist capacity, and service demand
- Identify and resolve operational issues and bottlenecks quickly
- Ensure consistent, reliable service delivery across all client types
- Take ownership of the day-to-day running of operations, ensuring issues are resolved quickly and effectively
- Manage operational and environmental factors that impact the smooth running of the business
- You will work closely with clinical and senior leadership to ensure operations support safe and effective service delivery and manage capacity and scheduling challenges.
Workflow Ownership & Control
- Own end-to-end admin workflows across Private Clients, Local Authorities, Schools, and Youth Justice Services
- Translate processes into clear daily expectations and working practices
- Ensure processes are followed consistently, not just documented
- Monitor performance against operational standards
- Prevent process drift and maintain consistency over time
Team Management & Accountability
- Line manage the admin team
- Set clear daily and weekly priorities
- Ensure all tasks have clear ownership and deadlines
- Balance workloads and manage team capacity
- Address underperformance in a fair but direct and structured way
- Create a culture of clarity, accountability, and professionalism
Delivery & Follow Through
- Ensure all operational tasks are completed on time and to a high standard
- Track actions across the business and follow up to completion
- Maintain visibility of all operational activity
- Step in to resolve issues and ensure nothing is missed or delayed
Performance & Reporting
- Track operational performance using data and provide clear updates on progress
- Identify where performance is not meeting expectations and implement action plans
- Ensure senior leadership have clear visibility of operational performance
- Proactively identify operational risks and take action to mitigate them
- Resolve issues quickly and effectively, ensuring minimal disruption to service delivery
- Ask questions and gather information to fully understand and resolve problems
- Act as the first point of escalation for operational issues
- Make confident decisions within agreed boundaries
- Reduce unnecessary escalation to senior leadership
- Ensure issues are resolved at the right level and at the right time
Systems, Standards & Operational Visibility
- Ensure systems support operational workflows effectively
- Drive adoption of SOPs and agreed working practices
- Maintain high standards in scheduling, communication, and responsiveness
- Improve accuracy and usefulness of operational data
- Provide clear updates on operational performance and risks
- Manage day-to-day operational budgets, ensuring resources are used effectively
Safeguarding & Health and Safety
- Maintain a strong awareness of safeguarding responsibilities, ensuring concerns are identified, recorded, and escalated in line with organisational policies
- Promote and maintain a safe working environment by adhering to health and safety policies and identifying and mitigating risks
About You
- Experience leading operational or service delivery functions
- Experience managing or supervising admin or support teams
- Experience working with structured processes and performance standards
- Comfortable operating in fast-moving environments where priorities shift
- Qualification in business, operations, or management
- Experience in healthcare, education, or service-led organisations
Key Skills & Behaviours
- Strong focus on execution and delivery
- Able to turn processes into clear daily expectations
- Takes ownership and follows things through to completion
- Confident decision-maker with sound judgement
- Comfortable holding standards and having direct conversations
- Works with pace and prioritises effectively
- Calm under pressure and able to manage competing demands
- Collaborative, but clear on accountability
- Service-focused, understanding the impact of operations on client experience
- Comfortable working independently and taking ownership of outcomes
- Strong problem-solving ability and proactive mindset
- Able to use data to monitor performance and drive improvement
Additional Information
The responsibilities outlined above are not exhaustive and may evolve in line with the needs of the business.
Our Recruitment Process
CV and covering statement
Initial telephone interview
Scenario-based operational task
Final interview (if required) and references
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