Job Description & Person Specification

Title:   Area Operations Manager
Reports to: Senior Operations Manager
Accountable to: Chief Operations Officer
Location: Contracted Base (can include where appropriate: but with some field-based travel)
Hours:                   37.5 hours per week
Apply to be an Area Operations Manager

Job Purpose

  • Be responsible and accountable for promoting and delivering the visions and values of Surrey Choices within a designated area of the company.
  • Be responsible and accountable to ensure you and your staff deliver the company’s objectives and target operating model
  • Ensure your designated services are safe, effective, caring, responsive.
  • Provide leadership and direction to staff to ensure a high level of competence, professionalism and customer focus is maintained
  • Be responsible and accountable to support Service Coordinators for the management of a designated budget to ensure services are delivered in a cost effective and proportionate way.
  • Be responsible for the implementation of a business plan that supports the delivery of increased customer volumes and a growth in our business offer.
  • Support and contribute to the continuous monitoring of standards of service delivery and customer care and implement improvement plans in liaison with the Service Coordinators where required.

Key Responsibilities

Role Specific Objectives – Customer Focus

  • Ensure that services are customer focused at all times, planned and delivered in accordance to their wants needs and wishes
  • To ensure the planning and provision of outcome based services that promote customers’ independence, choice and control
  • To engage with parents/carers to promote a positive proactive relationship and ensure that communication strategies are in place to support this relationship
  • To attend, carers meetings and other discussion and decision making forums in order to support Service Coordinators with consistent two-way communication

Role Specific Objectives – Compliance and Quality Assurance

  • To ensure that monthly data returns are completed in a timely manner
  • To ensure that you meet the targets set in relation to Key Performance Indicators
  • To ensure that you have complete oversight of the compliance of your designated services.
  • To ensure your services meet the requirements of the Surrey Choices Quality Standards Framework

Role Specific Objectives – Business Development

  • Work in collaboration with the Business Development Marketing and Communications Team and other key stakeholders to develop new services and offers
  • Establish and maintain links / relationships with local stakeholders and other local partners
  • To ensure that you have a clear and deliverable business plan that all staff are engaged with

Role Specific Objectives – Health and Safety

  • Take all reasonable precautions to maintain the health and safety of self and others, ensuring that any risks in relation to this are reported and remedial action taken in a timely manner
  • To be responsible and accountable for the health and safety of the buildings and venues used to deliver services and to report any defects or concerns to Senior Managers in a timely manner.
  • Take all reasonable safety precautions for any other business undertakings or activities that occur off site that are under the control of Surrey Choices

Role Specific Objectives – Safeguarding

  • To be responsible and accountable for the prevention of harm and abuse through the provision of high quality services within your designated area.
  • To manage and ensure effective responses to allegations of harm and abuse in line with Surrey Choices Safeguarding Policy and procedures.

Role Specific Objectives – Information Governance

  • To ensure services manage handle and store personal and corporate information in accordance with the Surrey Choices Information Governance Policy and procedures.

Role Specific Objectives – Management of Staff

  • Be responsible and accountable for the deployment of staff across your designated area, to ensure the safe and effective delivery of customer focused services
  • Provide management support, mentoring and guidance for Service Coordinators to ensure the safe and effective delivery of customer focused services within their designated areas of responsibility.
  • Provide regular supervision and appraisals for Service Coordinators
  • To have overall responsibility and accountability, for the compliance of your staffs training requirements.
  • To have overall responsibility and accountability for the safer recruitment of staff
  • To attend team meetings on a regular basis
  • Collaborate with HR colleagues in relation to staff welfare issues, performance and disciplinary processes
  • To ensure that all staff understand, implement and comply with Surrey Choices policies, procedures and approved practice are applied by all staff

Other Objectives

  • Maintain professional and personal boundaries with all customers, parents & carers, colleagues and other professionals.
  • Comply, observe and promote the company’s Code of Conduct.
  • Comply with the company’s policies and procedures at all times.
  • Take all reasonable precautions to maintain the health and safety of self and others, ensuring that any risks in relation to this are reported and remedial action taken in a timely manner.
  • Take responsibility for own continuous professional development and maintaining an adequate level of knowledge and skills pertaining to the role.
  • Undertake any other duties that may reasonable be required of this role and as requested by manager (s).
  • Actively support and promote Surrey Choices business objectives, operating model and core values.

Person Specifications, Qualification, Experience, Skills, Knowledge


Attributes Essential Desirable
Qualification and Training


  • Good GCSE/O’ level grades in English and Maths
  • NVQ4 or equivalent in Care management, Business and/or Management;
  • Care Certificate and knowledge of CQC Regulations, and Health Care Act.
Skills, Knowledge and Experience
  • Excellent Communication skills both verbal and written – for range of different audiences
  • Demonstrable evidence of Supervising, Coaching and Developing others
  • Experience of providing person centred care to people with Social Care Needs
  • Knowledge and working practice of Safeguarding, Health & Safety and Risk Management
  • Ability to work under pressure.  Sound creative problem-solving skills and flexible approach to working with customers, parents & carers, colleagues and stakeholders
  • Proven experience of working with diverse communities and understanding of and commitment to equal opportunities and anti-discriminatory practices
  • Understanding of leadership and staff motivation and evidence of implementing this knowledge in previous role
  • Able to show attention to detail e.g. in care plans, reports, budget management
  • Thorough understanding of Information Governance, Data Protection and Confidentiality
  • Ability to lead effective and engaging meetings
  • Ability to handle difficult situations and conversations whilst maintaining professional and customer centred standards
  • Experience of implementing improvements to paperwork and procedures – including but not limited to risk assessment and customer care files
  • Competent IT user – able to prepare reports and data according to business needs and requirements
  • Ability to work independently, to be able to use initiative and be innovative.  Demonstrable evidence of problem solving and completion of tasks
  • Ability to prepare and implement business plans
  • Evidence of managing finances and budgets
  • Experience of partnership working with external organisations
Personal Qualities
  • Good organisational skills.  Ability to prioritise work in an environment which may have conflicting pressures and demands
  • Assertive but approachable
  • Proactive with a positive attitude

This Job Description is neither exhaustive or exclusive and may be subject to change in light of company requirements and the development of services.