Director of People and Operations

Wigan and Leigh Hospice
Wigan, Greater Manchester
Closing date
30 Jun 2022

Job Details

Wigan and Leigh Hospice is a well-established local charity which has been operating since 1983.
We provide a wide range of palliative care services to people with advancing lifelimiting illnesses of any diagnosis and to those people important to them. The support we offer is tailored to meet individuals’ physical, social, spiritual and emotional needs. 
​​​​​​​Our Hospice values Compassion, Accessibility, Respect and Excellence form the framework by which all of our services are delivered and rated by CQC as Outstanding.

Job Description - Director of People & Operations 

Reports to: Chief Executive      Base: Hospice               Date: May 2022

Job Purpose

• To contribute to the Executive leadership (including on-call rota) of the hospice by holding responsibility for internal operations of the hospice (HR, IT, facilities, health and safety, quality & governance, catering, housekeeping).
• To design and deliver organisational development strategies, processes and interventions that support the Hospice’s values, vision, ambitions and behaviours.
• To lead on initiatives which foster an inclusive organisational culture representative of learning, continuous improvement and diversity.
• To lead recruitment, induction and development of people who understand and promote our purpose, values, strategy and objectives.
• To maximize employee and volunteer engagement and welfare.
• To promote the purpose and core values of the Hospice and act to promote public trust in the organisation.

To lead on the development, implementation and monitoring of Hospice operational strategies (workforce, premises, health and safety, information management and technology).
• Work alongside other members of the Executive team and lead on the development, implementation and review of hospice strategic objectives.
• Lead, champion, drive and embed the workforce strategy (including workforce wellbeing) alongside HR and support services objectives within the hospice.
• To lead on the development and implementation of strategies for premises development and maintenance (hospice and shops), Health & Safety and Information management and technology
• Represent the hospice at key strategic meetings, nationally, regionally and locally

To be an inspirational leader who clearly expresses the Hospice vision, values and service quality requirements.
• To be responsible for the strategic & inspirational leadership & management of human resources and support services.
• Seek to maximise effective collaboration across the health and social care economy and beyond
• Act as a role model for staff and volunteers.
• Promote and support partnership working internally and externally to benefit staff, volunteers and the wider community.
• To lead on various workforce and support service projects, taking full accountability for their delivery on time and within resources.
• Provide advice and support on the development and management of the workforce to enable departments to deliver their objectives.
• Promote a consultative and participative work environment i.e. organising and chairing regular staff meetings.
• Empower others to take responsibility for decision making.
• Affirm and articulate the Hospice vision and values to all staff, volunteers and stakeholders.
• Set high standards of quality and performance.
• Inclusion in the executive team on-call rota

Human Resources
Manage and develop high performing teams to ensure standards are maintained in line with internal policies and procedures.
• At all times, ensure that the Hospice has high quality HR advice and procedures which enables good management & strategic decisions to be made
• Work closely with Executive Team and managers to introduce new, flexible roles and ways of working, putting workforce redesign at the heart of appropriate transformation.
• Establish and maintain an up to date framework of workforce policies and procedures that enables the hospice to employ, engage, develop and manage its people in line with the business culture and employment law.
• Ensure all HR records are maintained and up to date, including the HR database, criminal records disclosures, probationary review and annual PDR, all in accordance with GDPR.
• Work with the Executive Team to develop staff and volunteers to ensure they are appropriately trained in line with hospice strategic aims.
• Work closely with the Executive Team to develop and promote staff engagement and involvement across the organisation.
• Promote the value of the volunteer workforce and actively involve them in all aspects of Hospice services as appropriate and identify new areas for engagement and involvement.
• Ensure supportive management and monitoring of staff conduct and performance to deliver agreed results.
• Appraise (or delegate appraisal) all staff across the functions on an annual basis, agreeing objectives and personal development plans.
• Ensure the induction of new staff and assist in the process of familiarising them with the methods, procedures and values of the hospice.
• Ensure all staff in department undertake annual mandatory training
• Line manager to HR Manger, Quality & Governance Lead, Facilities Manager, Maintenance Manager, ICT Systems & Data Analyst and Support Officer.

Support Services
Manage and develop high performing support services to ensure standards are maintained in line with internal policies and procedures.
• Lead and oversee appropriate support services to support the Hospice’s activities including buildings, maintenance, equipment, health & safety, quality & governance, administration, catering, cleaning & household, transport, IT.
• Oversee the hospice service and ultility contracts to maintain quality & cost effectiveness.
• Ensure there is a programme of planned preventative maintenance to minimise costs for the organisation and support effective budget-setting
• Ensure services are efficiently delivered and are value for money, eliminate waste and work to minimise the impact of Hospice activities on the environment.
• Overall responsibility for IT services across the Hospice, including all desk-top and enterprise systems and IT and telecoms infrastructure
• Lead on the development of IT services to ensure the Hospice fully utilizes IT to aid quality of service, control and efficiency

Participate in budget planning and on-going monitoring and control of agreed budgets in line with internal processes and guidelines.
• Work closely with the Executive Team in the area of assessing business risk and continuity planning.
• To take part in the annual budget setting process by preparing and planning relevant budgets with the Executive team.
• Manage the agreed department budget
• In collaboration with the executive team, annually review salaries

Quality, Standards, Governance & Safety
To oversee the hospice compliance with regulatory & legislative bodies
• Ensure compliance with the law, regulatory and contractual requirements and best practice in all areas of responsibility
• Oversee Quality & Governance, supporting the Lead to fulfil the hospice quality and governance framework, including risk, incident and information management.
• Ensure hospice compliance with NHS Data Security & Protection Toolkit
• Be the hospice Information Security Manager and lead for information governance
• Benchmark services provided and provide information for regional and national benchmarking requirements.
• Ensure the hospice adheres to national reporting requirements e.g. the Office of National Statistics.
• Ensure departmental risks are identified and managed.
• In collaboration with the Director of Business Development, oversee the contractual aspect and monitoring of Service Level Agreements/Secondment agreements where the hospice has outsourced provision of services e.g. occupational health, shared roles between hospices.
• Ensure a safe working environment for self & team by being aware of own obligations under Health & Safety legislation

Continuous self-development
Continuous self-development to ensure knowledge, skills and competence are relevant to the service and role.
• Maintain high professional standards and keep abreast of relevant professional issues and continue personal and professional development.
• Take responsibility for own professional development, identifying training and development needs to line manager.
• Completing mandatory training as required.

Hospice Philosophy
Actively support the vision, philosophies and values of the Hospice and the Healthier Wigan Partnership.
• Promoting the core values of the Hospice i.e. compassion, accessibility, respect, excellence - CARE.
• Demonstrate commitment to equality and diversity values.
• Maintaining confidentiality at all times.
• Engage in critical thinking and maintaining a position of enquiry – open to hearing others perspectives and goals.
• Recognise that every person has strengths, potential and capacity to grow and develop – asset-based model.
• Undertaking any other duties that are in keeping with the values of the Hospice that you have the skill and ability to carry out.

Person Specification - Director of People & Operations
Essential Qualifications

  • Hold a degree level qualification in an appropriate and/or associated disciplines
  • Full, chartered member or chartered fellow of MCIPD/FCIPD
  • NEBOSH qualification – or willingness to undertake

Desirable Qualifications 

  • Employment law qualification
  • Mediation qualification
  • Coaching qualification
  • Governance qualification 

Knowledge, Skills and Experience/Essential

  • Significant HR management experience, including working at a senior level in a complex organisation
  • Up to date and extensive knowledge of employment legislation and best practice in employment
  • Experience of strategy and policy formation, implementing and monitoring
  • Experience of leading on and implementing organisational and cultural change
  • Proficient in using Microsoft Office programs, email and HR databases
  • Highly effective written and communication skills to present and communicate complex information using a variety of channels to effectively engage others
  • Well-developed leadership skills that facilitate empowerment, creativity and commitment from others 
  • Negotiation and conflict resolution skills at senior level dealing with complex work
  • Experience of day to day and high level casework covering the full employment lifecycle; disciplinary, grievance, appeal, sickness management, flexible working, recruitment and selection, redundancy, TUPE
  • Project management skills and experience of delivering organisational level projects
  • Ability to adapt and deal with conflicting demands and pressures whilst achieving deadlines
  • Ability to remain calm under pressure and demonstrate this with diplomacy to others
  • Analytical and research skills
  • Flexible approach to work, including working out of hours when required

Knowledge, Skills and Experience/Desirable

  • Knowledge of the Hospice sector, charity sector or NHS
  • working in a multidisciplinary environment
  • Experience and understanding of working with volunteers
  • Mediation experience
  • Developing organisational learning & development plans
  • Developing a wellbeing package
  • Able to demonstrate an awareness of Hospice services and how they operate
  • Public speaking / presentation skills
  • Reporting at board level


  • An ability to uphold the core values of the
  • Hospice Approachable and adaptable with a flexible approach to work
  • Drive and resilience
  • Empowering & coaching style
  • Ability to connect with people from diverse backgrounds and perspectives
  • Commitment to equal opportunity and social justice
  • Access to a vehicle for work purposes 

If you would like to be considered for the post of Director of People and Operations at Wigan and Leigh Hospice please review the role profile and complete the application form (both available at

The role attracts a salary of £51,565-£55,303. (Full time, part time and job share applications are welcome, please state your preferred hours in your application.)

Please return the form with a supporting letter to:

If you would like to have an informal discussion regarding the role in the first instance please contact the HR team who will make an appoint with Jo Carby, Chief Executive, on 01942 525566.

Upon receipt of your application we will review this and invite shortlisted candidates to an interview process on 15th July 2022.

Closing date for applications: 30th June 2022

We are committed to protect the privacy and security of your personal information. To see
how we do this please visit our website and read our “Role Applicants Data Protection
Compliance Statement (Privacy Notice)”. 

Supporting Documents for Director of People and Operations


Wigan and Leigh Hospice is a well-established local charity which has been operating since 1983.

We provide a wide range of palliative care services to people with advancing lifelimiting illnesses of any diagnosis and to those people important to them. The support we offer is tailored to meet individuals’ physical, social, spiritual and emotional needs. 

Our Hospice values Compassion, Accessibility, Respect and Excellence form the framework by which all of our services are delivered and rated by CQC as Outstanding.

The hospice has a workforce of over 600 individuals, from employees to over 500 volunteers who work across each of our hospice teams. 

Clinical teams include those managing our 14-bed Inpatient Unit, to those caring for patients in their homes and a team providing education and training to other health and social care providers within the borough. Other teams provide bereavement support, counselling and complementary therapies.

Our corporate teams include administration functions, workforce support and wellbeing through to the income generating teams. Income Generation is a core element of our organisation as one third of our income is statutory funded, meaning we need to raise around £10,000 a day to continue delivering our services.

Find Us
Kildare Street
Greater Manchester
United Kingdom

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