Job Title

About Universal Care Services Universal Care Services is a leading domiciliary care provider operating across the Midlands, with established branches in Birmingham, Hinckley, Corby, Cambridge, Huntingdon, Norfolk and Ipswich. We deliver personalised, high-quality home care that supports individuals to remain independent, safe and comfortable in their own homes. We are seeking an experienced and motivated Operations Manager to oversee and support our teams across Norfolk, Ipswich, Cambridge and Huntingdon. This role is pivotal in ensuring that our branches deliver exceptional standards of care, regulatory compliance and operational performance. Role Summary The Operations Manager will be responsible for the day-to-day operational performance of the branches under their remit. You will work closely with the wider Operations Team, Branch Managers, Care Coordinators and Senior Leadership to ensure high-quality service delivery, strong compliance, staff development, and continuous improvement. Regular travel between the designated branches is essential, along with occasional travel to our Head Office in Hinckley. Key Responsibilities Lead, support and mentor Branch Managers to ensure effective service delivery and compliance with CQC regulations. Monitor operational performance, including KPIs, staffing levels, recruitment, quality assurance and customer satisfaction. Ensure each branch maintains high standards in care delivery, safeguarding, medication management and documentation. Drive continuous improvement initiatives and promote a positive culture across all teams. Support with audits, inspections and internal compliance reviews, ensuring timely action plans are implemented. Work collaboratively with HR, Recruitment, Training and Quality teams to strengthen workforce development and retention. Respond to escalations, incidents and service risks, ensuring effective resolution and communication. Oversee growth and development opportunities within the branches, supporting sustainable expansion. Ensure all policies, procedures and regulatory requirements are consistently followed. Represent Universal Care Services professionally across the regions, building strong relationships with external partners and stakeholders. Experience & Qualifications Required Proven experience in a managerial or senior role within domiciliary care or a closely related health & social care setting. Strong understanding of CQC regulations, compliance frameworks and quality standards. Demonstrable experience leading teams across multiple locations. Full UK driving licence and willingness to travel regularly between branches. NVQ Level 3 in Health & Social Care (minimum); Level 5 in Leadership & Management (or willingness to work towards) is desirable. Experience managing safeguarding concerns, investigations and service improvements. Key Skills & Attributes Strong leadership skills with the ability to motivate and develop staff. Excellent organisational and time-management abilities. Confident decision-maker with a proactive, solutions-focused mindset. Outstanding communication and interpersonal skills. Ability to remain calm under pressure and manage complex situations. High attention to detail, especially regarding compliance and documentation. Commitment to delivering safe, high-quality, person-centred care. Professional, reliable and driven to achieve results. Additional Requirements Regular travel across Norfolk, Ipswich, Cambridge and Huntingdon. Occasional travel to Hinckley Head Office for meetings and training. Flexibility to support outside core working hours when required. TPBN1_UKTJ