Lead for Central Operations

Vacancy at Bedfordshire Supported Housing Ltd Lead for Central Hub Operations

Head Office - 231 Bedford Road

Vacancy listed05/03/2026

Details Job Title: Lead for Central Hub Operations

Location: Head Office - 231 Bedford Road

Reports to: Registered Manager (Domiciliary Care)

Accountable to: Operations Director

Role Purpose The Lead for Central Hub Operations and Administration is a senior role that sits within the hub senior management structure, reporting to the Registered Manager. The postholder holds functional authority over Central Hub operations, standards, and coordination, and is accountable for ensuring the service runs with strong administrative control, reliable systems, and clear communication so that it remains compliant, audit-ready, and consistently delivered. The postholder leads through standards, process control, performance oversight, and evidence-based escalation, and holds delegated authority from the Registered Manager across a defined range of operational and workforce controls.

The postholder is responsible for holding the hub to account against agreed standards, driving corrective actions to closure, and ensuring that no compliance critical milestone is missed. This role that leads with authority and coordination.

Delegated Authority and Boundaries The postholder holds delegated authority from the Registered Manager and is responsible for setting and maintaining operational standards across the Central Hub. This includes functional oversight of the Rota Coordinator and Care and Compliance Coordinator(s) in relation to process compliance, milestone delivery, and evidence standards. The postholder does not hold line management responsibility for these roles, but does hold authority to direct, elevate, and require corrective action within the scope of the hub's operational framework.

Clinical responsibility and care decisions rest with the Registered Manager and care staff. The postholder's management authority is operational and administrative, and includes: annual leave authorisation for support workers, senior staff, and coordinators; compliance milestone sign off before start of care; performance monitoring and exception escalation; and coordination of workforce administration including probation, training, and audit actions.

The postholder leads workforce administration within delegated scope, working in close partnership with the Human Resources team. This includes coordinating HR audit actions, maintaining accurate records, and ensuring documentation is completed and evidenced to the required standard.

The postholder is accountable for ensuring that all milestones are met, evidenced, and completed before key deadlines, including the start of care. Where gaps or failures arise, the postholder holds authority to elevate, direct corrective action, and track resolution to completion.

Key Responsibilities 1. Central Hub systems, standards, and coordination

• Maintain strong administrative systems that support consistent delivery, compliance, and audit readiness.
• Implement and maintain standard operating procedures, trackers, templates, and filing rules so work is controlled and auditable.
• Run a clear central action log so tasks are allocated, chased, and closed with evidence.
• Provide regular, structured updates to the Registered Manager on risks, overdue items, and service pressures.

2. Communications and first point of contact

• Answer incoming calls and act as the first point of contact for Bedfordshire Supported Housing.
• Manage central communications so enquiries, actions, and escalations are logged, directed, and closed.
• Maintain professional outward facing communication with families, professionals, commissioners, and partners, within role remit.

3. Performance monitoring and key performance indicators

• Maintain dashboards and exception reporting and drive actions to closure.
• Track and report compliance with Central Bedfordshire Council CM2000 and other Local Authority and National Health Service contractual requirements for call times, call duration, and consistency of care delivery.
• Track key service indicators, including frequency of care reviews, timely rota publication, supervision, appraisals, spot checks, training compliance, and complaint handling performance.
• Identify recurring failure patterns, document evidence, and elevate to the Registered Manager in line with agreed processes.

4. Admissions, onboarding, and start of care controls

• Coordinate admissions administration with the Care and Compliance Coordinator(s) and Rota Coordinator so every start of care is organised, compliant, and fully evidenced.
• Assign a unique admission code and maintain an end to end admissions tracker from referral to start.
• Confirm funding and contractual controls are in place before care starts, including Local Authority funding confirmation or private client contract and payment schedule.
• Confirm start controls are in place, including start date, rota built and issued ahead, and required information available to staff.
• Confirm the service user's home folder is prepared before care starts, including the service user handbook and required documents.
• Escalate gaps that create risk, delay, or non compliance and track corrective actions to completion.

5. Annual leave planning and authorisation

• With the Registered Manager, coordinate annual leave for support workers, senior staff, and coordinators within delegated authority.
• Maintain an annual leave planner and apply consistent controls to protect rota cover and service continuity.
• Record all decisions promptly and maintain a clear audit trail.

6. Workforce administration

• Coordinate onboarding administration and file completion on Access People Planner and Access Learning.
• Maintain workforce trackers for training, supervision, appraisals, and key expiry dates within delegated scope.
• The postholder will maintain probation, supervision, appraisal records and training certificates, track evidence of completion, and ensure documentation is uploaded promptly and accurately onto the BreathHR system.
• Maintain accurate, confidential staff records and support audit readiness.
• Provide administrative coordination support to the Human Resources team as and when required, including document collation and action tracking.

7. Compliance, audits, and governance support

• Maintain regulatory trackers and ensure deadlines are visible and met.
• Coordinate internal audits with the compliance function and maintain an action log to evident closure.
• Maintain inspection evidence packs, records, and governance documents.
• Coordinate staff and service user surveys and produce a short summary with actions.

8. Training coordination and competence tracking

• Maintain the training matrix for domiciliary services.
• Source and coordinate training bookings, internal and external training courses for all BSH staff.
• Track completion, capture evidence, and elevate exceptions.
• Maintain the Skills for Care National Minimum Data Set for Social Care account information as required.

9. Business generation and service growth support

• Manage the administrative pipeline from enquiry to start of care, ensuring timely follow up and completion of required information.
• Maintain commissioner and stakeholder contact logs and coordinate meetings and follow up actions.
• Provide basic activity reporting to the Registered Manager.
• Contribute to the promotion and growth of BSH services by supporting the development of marketing materials, leaflets, and outreach initiatives, working collaboratively with the team to raise the profile of the service and attract new referrals.

10. Payroll and invoicing administration

• Coordinate payroll and invoicing administration using Access People Planner, ensuring rota and call data is accurate and reconciled.
• Produce a timely payroll spreadsheet for the accountant to complete payroll.
• Coordinate invoice submission and authorisation through Local Authority and relevant National Health Service payment portals.
• Maintain an audit trail of submissions, approvals, rejections, and corrections, and elevate discrepancies that create financial risk.

11. Office controls, stock, and standards

• Maintain a controlled, professional, inspection ready office environment, including data protection compliance and workspace standards.
• Monitor personal protective equipment stock levels and elevate shortages immediately.
• Ensure key operational office checks are completed, including health and safety requirements within the hub.

12. Systems, assets, and information control

• Maintain accurate records of company assets and equipment allocation and coordinate retrieval from leavers through the agreed process.
• Elevate information technology and system issues appropriately and track resolution.
• Maintain controlled filing and version control so information is reliable and accessible.

13. General responsibilities

• Support responses to concerns and complaints as directed by the Registered Manager, ensuring administration and records are complete.
• Support policy administration, including version control and sign off tracking.
• Maintain confidentiality and comply with data protection, equality, and health and safety requirements.
• Undertake other reasonable duties within remit as required.
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