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"It’s not working, it’s CARING with Home Instead"

Business Operations Manager

Bellegrove Road, Welling, Kent DA16 3QR Full-time 35,000 - £40,000 per annum Closing date: 31/08/2021

Performance related bonus, paid mileage, Free membership to EAP, Industry Leading Training

Company Description

Home Instead Greenwich & Bexley was established in 2015 and our mission is to become the most admired care company throughout Greenwich & Bexley and surrounding areas through changing the face of ageing. This role will play a vital part ensuring that our clients receive the best in class quality care and support the growth of our business.

Job Description

Job Purpose

To effectively coordinate all day-to-day operations of the business.

To successfully directing and coordinating all activities relating to business development and marketing to strengthen the Home Instead brand and grow our market share.

To lead a team of Key Players to proactively manage the needs of the clients and CAREGivers.

The role will be reporting to the Franchise Owner.

The Role


  • Recruit, train, manage and motivate a high performing team of key players focused on the needs of clients and CAREGivers.
  • Define clear roles and responsibilities, providing feedback and guidance to improve efficiency and effectiveness.
  • Ensure that current employment, equal opportunities, and health and safety legislation, together with good practice are consistently applied within your areas of responsibility.

Business Operations

  • Deliver the Owners strategy for the future growth of the business.
  • Actively support driving selling in the service culture and growth mentality throughout the business. Take full responsibility for the day to day operations.
  • Agree objectives for meeting business performance targets and continually review.
  • Deliver on targets within agreed budgets.
  • Organise and co-ordinate operations in a way to ensure maximum productivity.
  • Gather, analyse and interpret key reports to ensure that business is achieving maximum productivity.


  • Monitor the measurement of the client and CAREGiver experience through the Heads of and strive to continually improve.
  • Ensure that the business has the adequate and suitable resources to carry out operational activities.
  • Ensure the Heads of meet and exceed all Home Instead standards, regulations and legislation requirements and provide industry leading quality and compliance.
  • Continually update job knowledge through participating in opportunities, reading professional publications, maintaining personal and professional networks to continually add value to your accomplishments.


Business Development

  • Research, identify and develop relationships in the local community maintaining a robust pipeline of opportunities by growing, influencing and leveraging your network.
  • Lead and motivate the team to achieve enquiry generation objectives with the primary goal of bringing in new business to increase market share and generate employment opportunities.
  • Develop and deliver a range of innovative approaches both face to face and virtually to increase awareness of Home Instead’s client services and employment opportunities in the local community.
  • Research, plan and successfully execute regular community marketing events including attending fairs, exhibitions, recruitment events and any other events that would promote our services to the public.
  • Continually deliver a message that reflects our mission, vision and values and delivers our value proposition.
  • Define marketing plans and digital media strategies that adhere to brand guidelines which focus on meeting or exceeding established goals, engagement, relationships and awareness.
  • Develop and maintain knowledge of the Home Instead brand and raise awareness of Home Instead National Office marketing campaigns and recruitment initiatives across the network of relationships that have been built in the local community. 
  • Accurately track and record enquiries and use the information to manage and adjust strategy to optimise messaging and education in the community.
  • Use knowledge of the market and competitors to identify and develop the Company’s unique selling propositions and differentiators.
  • Maintain accurate data and information to analyse own performance. Use data and information to continually assess performance against strategic goals.
  • Work with the Senior Leadership Team to ensure that the business maintains an excellent reputation for delivery of high-quality services and support to the community.
  • Manage own time effectively, prioritising critical tasks and adapt to the changing needs of the business and reacting to new needs or challenges in an effective manner.
  • Carry out any other duties deemed necessary for the successful operation of the business.
  • Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.

Legal and Finance

  • Ensure successful operation of all policies, processes, procedures, and systems and implement a culture of best practice.
  • Provide weekly/monthly activity reports for meetings with the director to provide comprehensive business updates.
  • Manage the process and contribute to the development of annual plans, reports, budgets and targets.
  • Protect the organisations value by keeping information confidential and in line with legislation.
  • Carry out any other duties deemed necessary for the successful operation of the business.
  • Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.

Essential Criteria

  • Proven track record in the management of day-to-day operations within a fast moving, commercial business environment at a senior level.
  • Demonstrable experience of the development and implementation of effective and efficient office systems.
  • Experience of analysis of statistical data.
  • Demonstrable experience of managing and motivating of a team within a fluid working environment.
  • Ability to engage effectively with a range of stakeholders, both from within and outside of the business.
  • Good planning and organisation skills – Highly numerate with a keen eye for detail and a passion for accuracy.
  • Ability to adapt to change easily and utilise your skills to encourage and motivate a diverse team through a fluid working environment.
  • Ability to negotiate to ensure positive outcomes for the business.
  • Proven track record in successfully developing, maintaining and leveraging strong relationships within a local community to achieve business objectives using a variety of tools and techniques.
  • Good understanding of marketing principles with experience of using a range of marketing and communication approaches including managing digital media platforms/campaigns.
  • Experience of building relationships both face to face and virtually.
  • Good working knowledge of IT systems with experience of Microsoft 365 and virtual communication platforms with the ability to learn and adopt new technologies where appropriate.
  • Experience of using data and analytics to make informed business choices.
  • Effective interpersonal skills with excellent verbal and written communication skills with the ability to deliver effective and engaging presentations or workshops to a broad-based audience.
  • Strong organisational and prioritisation skills.
  • Self-motivated with the ability to work independently, use initiative and be resilient.
  • Ability to work flexibly to meet the needs of the business.
  • Experience of operating within a pressured environment whilst maintaining a professional and calm working environment.
  • Strong commercial business awareness.
  • Excellent written and verbal communication skills.
  • Must have full driving license and means of transport within the territory to visit clients and RPNs.
Additional Information

If you have a passion for caring and the motivation to help us achieve our ambitions, we would love to hear from you.

We encourage applications from all sections of the community as we want to reflect the neighbourhoods in which we work. Home Instead is committed to safeguarding and promoting the welfare of adults and expects all staff to share this commitment. This role is subject to DBS enhanced disclosure.


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