Head of Complex Care
Role Overview
The Head of Complex Care is responsible for the strategic leadership, clinical oversight, and operational delivery of complex care services. This role ensures high-quality, safe, and compliant care for individuals with complex health needs while driving service growth, performance, and excellence.
You will lead multidisciplinary teams, oversee care packages, and ensure services meet CQC standards, safeguarding requirements, and best clinical practice.
Key Responsibilities
1. Clinical & Service Leadership
- Provide leadership across all complex care services (e.g. neurological, spinal injuries, tracheostomy, ventilated patients)
- Ensure delivery of safe, effective, person-centred care
- Oversee clinical governance, risk management, and safeguarding
- Act as escalation point for complex clinical or operational issues
- Lead continuous improvement in care standards and outcomes
2. Operational Management
- Oversee day-to-day performance of complex care packages
- Ensure appropriate staffing levels, skill mix, and rota efficiency
- Monitor service delivery against KPIs (quality, utilisation, incidents)
- Manage budgets, cost control, and package profitability
- Ensure smooth onboarding and mobilisation of new care packages
3. Compliance & Governance
- Ensure full compliance with CQC regulations, NICE guidelines, and safeguarding frameworks
- Lead audits, inspections, and regulatory responses
- Maintain accurate documentation, care plans, and risk assessments
- Investigate incidents and implement corrective actions
- Drive a strong culture of accountability and quality assurance
4. Business Development & Growth
- Support acquisition of new complex care packages
- Build relationships with:
- ICBs (Integrated Care Boards)
- Case managers
- Local authorities
- Hospitals and discharge teams
- Contribute to tendering, proposals, and service expansion
- Identify opportunities to grow and scale the complex care division
5. Team Leadership & Development
- Lead, mentor, and develop clinical and operational teams
- Oversee recruitment, retention, and performance management
- Ensure staff are trained and competent in complex care delivery
- Promote a high-performance, patient-focused culture
6. Stakeholder Management
- Act as senior point of contact for clients, families, and commissioners
- Manage relationships with external clinical professionals
- Ensure high levels of client satisfaction and trust
Key Requirements
Experience
- Significant experience in complex care / community care leadership
- Proven track record managing high-value, high-dependency care packages
- Experience working with CQC-regulated services
- Strong understanding of NHS, ICBs, and commissioning structures
- Experience in service growth and mobilisation
Qualifications
- Registered Nurse (RGN/RMN/RNLD) – preferred or required depending on service
- Relevant leadership or management qualification (desirable)
Skills & Competencies
- Strong clinical judgement and decision-making
- Commercial awareness and budget management
- Excellent leadership and team development skills
- Confident communicator with senior stakeholders
- Highly organised with the ability to manage multiple priorities
KPIs / Success Measures
- CQC ratings and compliance outcomes
- Service quality and incident reduction
- Staff retention and performance
- Growth in complex care packages
- Client and commissioner satisfaction