Wirral, England, United Kingdom
Co-owner and Director of Professional Carers, a privately owned, family-run care provider delivering high-quality domiciliary, complex care and Extra Care services across the North West of England, including Wirral and Merseyside, and Scotland, including Edinburgh. During my tenure, I have helped lead the organisation through sustained growth, strengthening strategic partnerships, expanding into new markets, and scaling operations to deliver more than 7,000 commissioned care hours per week. Today, Professional Carers employs over 250 people, achieving this growth within a sector widely recognised for its recruitment, retention and operational challenges. In 2025, I was proud to be named a finalist in the North West Family Business Leadership Award, recognising my contribution to leadership within a family-run organisation and the wider care sector. Alongside my role at Professional Carers, I have served as a Provider Representative on the Cheshire and Merseyside Provider Engagement Forum (PEF), contributing to regional health and social care discussions, champion provider perspectives, and support collaboration between commissioners and care organisations. I hold a DipHE in Management and am a member of the Chartered Management Institute (CMI), combining academic grounding with hands-on leadership experience in a complex and highly regulated sector. Discover more about our services and team at Professional Carers by visiting: www.professional-carers.co.uk
Provide strategic leadership for a multi-site domiciliary home care business, covering multiple regions and Extra Care schemes. Oversee cross-functional teams across operations, finance, HR, IT, and communications. Responsible for business growth, commissioning, tendering and contract compliance, ensuring operational and regulatory excellence. Champion high-quality, person-centred care that meets the evolving needs of the communities served. Drive operational rigour, team empowerment, and innovation, fostering continuous improvement across the organisation.
Identify and pursue new opportunities in current and potential markets to drive business growth. Develop and manage a comprehensive budget that maximises value and supports strategic objectives. Oversee workforce recruitment, retention, and development to support sustainable growth. Supervise and mentor managers, fostering leadership capabilities and contributing to long-term company strategy. Define, implement, and monitor long-term strategic goals. Provide daily operational oversight across multiple sites, ensuring efficiency and quality. Support the achievement of financial objectives through business planning, service development, and innovation. Work closely with Registered Managers to ensure consistent delivery of high-quality care across all sites. Manage contracts, tendering processes, and client relationships to maintain and expand business partnerships. Collaborate with the Managing Director to assess performance against business objectives, set new strategies, and review progress as required. Develop and implement operational strategies to enhance efficiency and effectiveness. Lead and manage organisational change initiatives to support growth and improvement. Provide supportive and effective leadership within areas of responsibility. Ensure compliance with employment, equal opportunities, and health and safety legislation, as well as good practice standards. Foster a team-oriented approach, encouraging collaboration to achieve common goals and organisational objectives.
Supervising all aspects of area performance, intelligence, business continuity, health and safety and operational planning in order to facilitate the delivery of the force strategy, deputising for the Operational Tasking Unit Inspector when required. Monitor, review and evaluate area performance, analysing data to identify potential risks to the organisation, implementing preventative measures to pre-empt such risk when necessary. Supervise staff within a large team of Police Officers and Civilians, providing line management in a wide range of HR matters including disciplinary, training, performance reviews and personal development. Undertake quality control of operational plans developed to support the reduction of crime and disorder; reviewing and amending these were appropriate to ensure compliance with legislation. Act as a subject matter expert providing advice, guidance and training to area staff on a wide range of crime recording matters. Create effective partnerships with both internal and external agencies, creating clear terms of reference. Quality assure and dip sample all areas of police work to ensure compliance with policy by departmental teams and supervisors, escalating and enforcing non-compliance accordingly. Resolve customer complaints regarding service delivery, ensuring a timely resolution and recovering service delivery. Complete ad hoc duties as the Duty Inspector taking on the ‘Critical Incident Manager’ role, supervising ongoing incidents within the area, managing threat risk and harm, incidents of safeguarding and the protection of vulnerable persons. Possess and implement knowledge of policing powers and policies to ensure that criminal investigations are undertaken effectively, gathering and presenting best evidence to assist in bringing offenders to justice. Ensure that investigations are dealt with according to the Criminal Investigations Procedures Act.
Managing and leading a large team of Police Constables and Civilians whose role is to respond to non-emergency and emergency calls, taking command at incidents requiring a supervisory response. Ensure that all force policies and procedures for the reporting of incidents are adhered too, providing advice and guidance when required. Contribute proactively towards the prevention, detection and reduction of crime by managing staff through targeted and task driven deployment. Act as a subject matter expert for all criminal investigations providing appropriate advice in adherence with crime and disorder legislation, criminal law and civil law. Address issues of misconduct, unsatisfactory performance and grievances in an expeditious and fair manner, monitoring integrity at all times. Create a team of officers who are competent in their role through coaching and mentoring to get the best out of the team. Ensure that health and safety regulations are adhered to and that all relevant risk assessments are undertaken in the deployment of staff. Provide effective briefing and debriefing of staff in line with the national intelligence model.
Providing a visible presence to deter crime and reassure the community, responding to emergency and non emergency calls and requests from the public. Diffuse potentially volatile situations with due regard for the safety of all involved. Conduct criminal investigations, gather evidence, take statements, interview suspects, victims and witnesses complying with relevant legal requirements in line with the Criminal Procedure Investigations Act / PACE. Conduct arrests with due regard for the human rights, security and health and safety of detainee, individuals, members of the public, colleagues and self. Prepare crime reports and present case files to senior officers and the Crown Prosecution Service, attending and presenting evidence in court and at other hearings when required. Complete administrative duties including the submission of internal crime reports and criminal intelligence reports. Gather, record and analyse intelligence to achieve community safety and crime reduction objectives. Providing crime prevention advice when required to the community. Enforce road traffic legislation and issue fixed penalties for relevant offences.
Training, coaching and mentoring team members ensuring high levels of customer service to customers and clients. Provide daily, weekly and monthly reports to senior management teams to assist in identifying patterns of poor performance whilst highlighting training needs. Assume ownership of all training initiatives within the contract, reviewing and editing training material when required, ensuring accuracy and policy compliance. Provide technical expertise for product and accessory enquiries. Handle customer complaints in line with service level agreements in a timely and efficient manner, providing service level recovery to all clients and customers. Administrative duties and production of well written, concise detailed reports regarding team performance for senior management within the team.
Inbound customer service representative and complaint handler.