Job Description

Commercial Operations Manager - Role and Responsibilities

An opportunity has arisen to join Consultus Care and Nursing, a long standing, family-owned provider of Live-In Care and Live-in Nursing.

The Commercial Operations Manager is a key member of the leadership team, responsible for ensuring seamless operations supporting business growth and aligning service delivery with strategic objectives. Reporting to the Senior Leadership Team, this cross-functional role supports all three services--Self-Employed Care, Regulated Care, and Regulated Nursing--by optimising commercial performance, supporting revenue generation, and ensuring operational excellence in partnership with Sales & Marketing, Training, and the Registered Manager.

Key Responsibilities

Operational Leadership

Oversee the end-to-end operational performance of Self-Employed Care, Regulated Care, and Nursing services.
Ensure resourcing plans are flexible and scalable to meet fluctuations in client demand.

Streamline workflows, booking systems, and staffing processes to maximise efficiency. Work collaboratively across departments to ensure that service delivery aligns with business objectives, client expectations, and workforce capabilities. This includes a close partnership with the Sales & Marketing Manager, Registered Manager and Training Manager to ensure workforce development supports service quality, compliance, and growth. Act as a central point of coordination, ensuring smooth communication across teams to support efficient client-onboarding, carer coordination, department interoperability and the continuous improvement of services.

Process Improvement

Identify and implement process improvements to increase efficiency, reduce operational costs, and optimise productivity across all services. Responsibilities include:

Conduct daily booking reviews across Introductory Care, Managed Care, and Nursing services. Performing comparative analysis of booking volumes to identify trends and areas for improvement. Monitoring patterns in client demand, including new enquiries and service uptake, to assess operational readiness. Assessing carer and nurse availability to address challenges in meeting service supply requirements. Managing shortfalls and waiting lists, ensuring visibility and timely action across departments. Coordinating with training resources to ensure carer and nurse supply meets forecasted demand.

Carer and Nurse Resourcing

Optimise recruitment and training resources to reduce costs, improve time-to-placement, and ensure a consistent, high-quality supply of carers and nurses across all services. Key responsibilities include:

Analysing carer application sources to understand enquiry trends and optimise recruitment channels. Overseeing fair and effective screening, interview, and recruitment processes. Monitoring carer onboarding timelines and identifying bottlenecks in the recruitment pipeline. Ensuring service demand is met by aligning recruitment and marketing activities across all care services. Leading targeted recruitment campaigns to support strategic service growth and commissions. Identifying high-performing staff who consistently meet targets and contribute to service success. Supporting staff who require further development by aligning them with appropriate training pathways. Promoting training excellence and the development of specialist skills through the Care Centre of Excellence. Championing the company's heritage, family values, and mission to attract and retain committed carers aligned with our vision.

Commercial Strategy & Business Growth

Partner with the Sales & Marketing Manager, and Registered Manager to identify new business opportunities and service innovations. Support the development and execution of commercial strategies to grow revenue across all service lines focusing on our regulated services. Use data and feedback insights to shape and deliver effective client and carer retention strategies that address key pain points, reinforce loyalty, and support continuity of care.

Data-Driven Decision Making

Monitor and analyse KPIs related to: Booking conversions Service supply vs demand Retention and satisfaction metrics (clients and carers) Provide regular reporting to the senior leadership team and propose actions based on insights.

Quality Assurance & Regulatory Compliance

Work closely with the Compliance manager and Registered manager to ensure all services comply with CQC standards and internal quality benchmarks. Support regular audits, feedback cycles, and quality improvement initiatives. Collaborate with compliance teams to address complaints and identify themes for service improvements. Strive to improve our regulated service to assist the company to achieve an 'Outstanding' CQC rating.

Recruitment, Training & Workforce Planning

Work closely with our Training Department to align training provision with business growth and service demands. Support targeted recruitment and onboarding plans in line with commercial growth. Help identify high-performing staff and areas for individual or team development.

Technology, Data, Systems & Innovation

Assist in the continuous improvement of in-house systems in partnership with IT/Systems Development and internal teams; effective support of carer-client matching, streamline cross-team workflows, and enabling a more responsive, coordinated service. Championing the use of technology, systems and data to improve performance, retain & grow knowledge, reduce manual processes, and support scalability.

Risk Management

Identify potential risks to operations and develop strategies to mitigate them. Ensure we are compliant with relevant regulations and standards.

Oversee and ensure CQC regulations are met Safeguarding investigation processes are in place, improvements, outcomes Ensure we meet our insurance requirements in respect of specialist risk assessments, managers regular reviews on incidents and how to improve, outcomes

Customer Focus & Retention

Collaborate with customer-speaking teams (Senior Care Advisors, Regional Consultants and Office Care Consultants) to ensure exceptional client experience. Conduct regular retention analysis for both clients and carers, identifying factors influencing satisfaction and service continuity. Leverage feedback and operational data to inform targeted improvements and retention strategies.

Attractive company benefits and remuneration package based on skills and experience

Job Types: Full-time, Permanent

Pay: 60,000.00-70,000.00 per year

Benefits:

Company pension Cycle to work scheme Free parking On-site parking Referral programme Sick pay
Work Location: In person