Operational Support Manager

Fairburn Mews, Castleford

  • Job title: Operational Support Manager   
  • Reports to: Regional Director of Operations - West Yorkshire
  • Location: West Yorkshire - the candidate must live within this geographical area,

About Exemplar Health Care

Exemplar Health Care’s mission
Our mission is to make every day better for the people we support and our colleagues.

Exemplar Health Care’s vision 
Our vision is that adults living with complex needs can access outstanding specialist care and support, in a community-based home that’s close to their  family and friends, and that’s focused on their personal goals and outcomes. 

Exemplar Health Care’s values

Our values express what it’s like to work at Exemplar Health Care and our colleagues should make these a part of everything that they do. We’re looking for people whose personal values match our values of: 

  • Fun
  • Integrity
  • Responsive
  • Success
  • Teamwork

Key responsibilities/objectives

  • Every health care system is built on a complex network of Operational and Quality care processes and pathways. The overall objective for the Operational Support Manager is to act in a proactive manner to support services to provide and improve the highest standard of care via a systematic, coordinated and coaching approach and for these standards to be sustained.

There are a number of key priorities for the Operational Support  Manager role:

  • Subject matter expertise in CQC and contract monitoring processes and procedures to underpin the ability to drive the required support to Care Home Managers and teams to work within these established frameworks and meet required actions.
  • Attendance at CCG/LA Contract Monitoring visits to Care Homes and proactively establish external as well as internal partnership working
  • Attend all ( or as many as reasonably practicable) CQC inspections which take place within the portfolio
  • Represent Exemplar Health Care at  Local Provider networking meetings and feedback local intelligence to the organisation
  • Establish Internal partnership working with Exemplar Health Care’s Service User Engagement Manager to embed the Service User Engagement Strategy in all services and attend the Service User Council once every 3 months
  • The post holder will be an ERS super user and support the implementation and deliver training where required in all Services to ensure this process is embedded
  • The post holder will be required to carry out OCRs (2.5 per period as a maximum) and following the completion of the OCR ensure the Asana action plan is monitored and driven to completion in a timely manner and at the same visits carryout internal clinical audit revalidation
  • Support Home Managers to update Asana following an Internal Inspection or any external inspection and established reasonable timescales dependant on priority issues identified
  • Carryout periodic deep trend analysis for HR, finance, recruitment, quality, reporting and present the findings to the relevant Care Home team member so they can take appropriate action in a timely manner
  • Carry out internal RCA investigations (operational area) as directed by the Raising Concerns Committee and meet the required deadlines set
  • The post holder will be the Safeguarding Lead  ( Children and Adults) for the region and there will be a requirement to attend safeguarding meetings and also be available to give the Care Home teams advise
  • The post holder will be directed to support the RDO as an internal project sponsor and attend all meetings for the identified projects
  • Attend all periodic Business Reviews and Home Manager meetings
  • The post holder will be required to be a subject matter expert in Exemplar Health Care’s Hotel Services processes and support the role out of new policies and procedures and support the embedding of these within the Care Homes
  • To develop and adopt a culture of continuous learning.
  • Support the implementation of new initiatives to improve Service User quality of life.

Qualifications and Training:

  • Registered nurse.
  • Ideally a coaching qualification, able to coach and motivate others.
  • Care Home Operational Management experience is essential
  • Strong background in action planning
  • Strong Service User care focus.
  • Excellent written and verbal communication skills.
  • Pragmatic in approach with strong problem solving and analytical skills and ability to apply these in complex and challenging situations.
  • Able to work collaboratively across the business.
  • Able to travel to all locations of the business.


  • 27 days holiday plus bank holidays.
  • Excellent pension plan.
  • Life assurance program.
  • BUPA health care cover.
  • Access to a qualified coach within the first 6 months of joining
  • Paid NMC pin after 12 months - worth £120 (If Nurse qualified)
  • Outstanding career progression with opportunities over 40 care homes and within the central support teams
  • Exemplar My First Rewards - retail discounts and vouchers.
  • Employee assistance program – 24-hour helpline.
  • Comprehensive induction program
  • Access to salary sacrifice Electric Car scheme.



Colleague stories

“There are many career opportunities at Exemplar Health Care and the support that I’ve received has been amazing. Everyone at Exemplar Health Care is committed to not only our residents, but each other. I am proud to be part of the Exemplar family.”

Nurse – Exemplar Health Care

Read our stories

Rewarding your dedication

Whether it’s RCNi membership or NMC PIN payment for Nurses, or lifestyle and retail discounts for everyone, we’re always thinking about new ways of saying ‘thank you’ for being part of our team.


Lifestyle and retail discounts - all colleagues can access great savings and monthly discounts on high street shops, restaurants, pubs and holidays, as well as 2-for-1 cinema tickets.


Employee Assistance Programme - all colleagues can access 24/7 counselling and support through our wellbeing partner, Care First.


Pension plan - after 3 months, you’ll be auto-enrolled into our pension scheme with NOW pensions, where you’ll have up to 5% of your earnings (depending on your salary) put into the pension and we’ll contribute an additional 3%.

DBS check

Paid DBS check - we’ll pay for all new starters to have a DBS check, so you don’t need to cover the cost.


Referral bonus - if you recommend a friend for a care role with us, you’ll both receive £150, and you can refer as many people as you like.


Career development opportunities - there are lots of opportunities to develop your skills and progress in your career at Exemplar Health Care, if you wish. Find out more.