Annual salary: £30'000.00 per annum

Operations Support Officer

Salary: £30,000 per annum
Hours: 37.5 hours per week
Reports to: Operations Manager / Registered Manager
Services: Abbeycare, Stepping Stones and other Specialist North services as required

At Abbeycare and Stepping Stones Services, we are proud to be part of the Optimo Care Group. With over 1,500 dedicated employees across multiple regions, we work in partnership with local authorities, healthcare providers, and care professionals to deliver outcome-focused, person-centred care. Whether it’s homecare, supported living, or complex needs support, we provide tailored solutions that truly make a difference.

About the Role

We are seeking an organised, proactive and detail-focused Operations Support Officer to provide operational, governance, compliance, quality assurance and administrative support across Specialist North services.

You will work with Registered Managers, Operations Managers, Service Managers, PBS teams and frontline staff to support safe, effective service delivery, maintain accurate records and strengthen quality and compliance. Managerial accountability, formal decision-making and responsibility for care decisions remain with the relevant managers.

Regular travel between allocated services is an inherent requirement. A full UK driving licence and access to a vehicle are desirable but not essential where reliable alternative travel arrangements are available.

Key Responsibilities

Governance, Risk and Quality

• Review and collate incident information, monitor follow-up actions, identify themes and overdue actions, and escalate concerns to managers.

• Conduct or support defined audits and spot checks, maintaining evidence of findings and resulting actions.

• Maintain risk, compliance and service-improvement trackers, escalating concerns promptly.

• Check care plans, risk assessments, medication plans, Mental Capacity Act (MCA) and Best Interest documentation for accuracy, currency and completeness, without assuming responsibility for care decisions.

• Gather evidence for inspections, quality reviews and internal assurance activity.

Practice Observation and Service Assurance

• Conduct unannounced practice observations across services, including evenings and weekends where necessary.

• Assess frontline practice against the relevant Person We Support (PWS) care plan and Positive Behaviour Support (PBS) plan.

• Record findings accurately, objectively and in sufficient detail to provide clear evidence.

• Escalate safeguarding concerns identified during observations on the same day, following organisational procedures.

• Work with Operations, PBS and service management teams to support Service Managers in addressing identified actions.

• Maintain professional relationships with frontline staff while providing an independent and objective view of practice.

Compliance, Reporting and Systems

• Prepare weekly and monthly compliance information and operational reports for management review.

• Monitor delivered versus commissioned hours and collate other required performance information.

• Maintain governance records, action logs, trackers and supporting evidence.

• Support the implementation of new systems, processes and documentation, helping communicate lessons learned.

Workforce and Employee Relations (ER)

• Support onboarding through documentation, induction packs and compliance checks.

• Track supervision, appraisal, training and competency activity.

• Provide administrative and evidence-gathering support for ER investigations and meetings, without making formal ER decisions or chairing disciplinary or grievance outcomes.

• Assist with recruitment administration and workforce record keeping.

Operational and Administrative Support

• Prepare meeting agendas, take minutes and track actions.

• Maintain confidential operational and care records, including archiving and retrieval.

• Provide rota-coordination administration when required; rota management remains with Service Managers.

• Help maintain office and service supplies and operational resources.

• Respond to routine staff queries and direct matters to the appropriate manager.

• Undertake other reasonable, routine office administration where required. General reception and housekeeping administration may be included but is not the core purpose of the role.

Skills, Experience and Qualifications

Applicants should have:

• Experience in health or social care, ideally in administration, operations, governance, compliance or quality.

• An understanding of CQC standards, safeguarding and risk management, or the ability to develop this knowledge through training.

• Strong organisational skills and attention to detail.

• The ability to support audits, maintain trackers, assist with investigations and prepare reports.

• Confident IT skills, including Microsoft Office and care or operational systems.

• The ability to analyse information, identify discrepancies and trends, and escalate concerns appropriately.

• Strong written and verbal communication skills.

• The ability to work independently within defined responsibilities and collaboratively with managers.

Benefits of Working with Abbeycare Ltd:

• Comprehensive Training: Optimo learning academy - Ongoing training and development to help you grow within the role and the company.
• Career Progression: Opportunities for career advancement within our growing organisation.
• Supportive Team Environment: A friendly and supportive team committed to delivering the highest standard of care.
• Refer-a-Friend Scheme: Receive a bonus when you refer someone who successfully joins the team.
• We pay for your DBS

Further Information

This job description is not exhaustive. Other duties may be assigned where reasonable and appropriate to the level and purpose of the role. Responsibilities may be refined following consultation and operational review.

If you are committed to quality, compliance and effective service delivery and have the skills to support a range of health and social care services, we welcome your application.

.

#INDSN