Director of Operations at Natural Ability

Lead. Shape. Grow. Make a lasting impact.

Natural Ability is looking for an exceptional Director of Operations to join our Senior Leadership Team at a pivotal moment of growth and ambition.

 

This is more than an operations role — it’s an opportunity to shape the future of high-quality, person-centred services and drive real, measurable impact for people and communities across Northumberland.

 

About Natural Ability

Natural Ability is a dynamic and growing Registered Charity based in Hexham, dedicated to transforming the lives of adults with learning disabilities. We deliver a diverse and innovative range of services, including Supported Living, an Enabling Service, and a vibrant Day Service. Our day provision includes centre-based support at The Orchard, Day Farming, a Handy Person Service, and a therapeutic walking group — all designed to promote independence, purpose, and belonging.

 

Founded in 2009 by two friends — one a mother determined to create better opportunities for her son with learning disabilities — Natural Ability was born out of a clear gap in meaningful post-education support. What began as a personal mission has grown into a respected, community-embedded charity supporting a growing number of adults across Hexham and the wider Northumberland area.

 

Our vision

We believe that people with learning and other disabilities should live and work as valued, contributing members of their communities. Our mission is to create real opportunities for purposeful employment, lifelong learning, independence, and pride in achievement.

We champion learning through challenge and positive, well-managed risk. We create environments where people can do meaningful work, develop practical skills, build confidence, have fun, and exercise genuine choice and autonomy in their lives.

 

Our growth and ambition

From our grassroots beginnings, we have evolved into an organisation employing over 70 dedicated staff across multiple services. As we continue to grow within Hexham and across Northumberland, our ambition remains clear: to expand our impact while maintaining the highest standards of quality, compassion, and innovation.

 

Our culture

Our people are at the heart of everything we do. We are committed not only to delivering exceptional support but also to being an outstanding place to work. We foster an inclusive, forward-thinking culture where staff

 

are actively involved in shaping the organisation’s future. We want every member of the Natural Ability team to thrive, feel valued, and take pride in the meaningful difference they make every day.

At Natural Ability, this is more than a job — it’s an opportunity to be part of an organisation that empowers individuals, strengthens communities, and changes lives.

 

Job Purpose

The Director of Operations is a vital leadership role responsible for ensuring that Natural Ability’s frontline services are safe, high-quality, sustainable and positioned for growth.

 

As a key member of the Senior Leadership Team, the Director will lead the operational delivery and strategic development of Supported Living, Day Services and Enabling Services. The role carries overarching responsibility for quality, safeguarding, compliance, performance and continuous improvement, ensuring services consistently deliver outstanding outcomes for the people Natural Ability supports.

 

This role is central to achieving our ambition of excellence, including working towards an Outstanding rating from the Care Quality Commission (CQC). The Director will ensure that operational systems, processes and culture enable consistently high standards, strong regulatory compliance and measurable impact.

Reporting directly to the CEO and working closely with the Board of Trustees, the Director will operate confidently at both strategic and operational levels. They will play a leading role in shaping and delivering the organisation’s growth strategy — expanding service provision across Hexham and the wider Northumberland region, increasing the number of people supported, and developing innovative new service models in response to identified needs and commissioning opportunities.

 

The Director will work closely with commissioners, funders, partners and stakeholders to ensure services are aligned with contractual requirements and deliver strong quality and financial performance. Through robust performance oversight, data-informed decision making and proactive partnership management, they will ensure services remain responsive, sustainable and impactful.

An inspiring and visible leader, the Director of Operations will champion a culture of excellence, accountability and continuous improvement. They will empower and develop operational managers and frontline teams, ensuring workforce capability, succession planning and retention is prioritised.

 

The role will actively ensure that people supported by Natural Ability, their families and wider stakeholders are meaningfully involved in shaping services. By identifying emerging themes, service gaps and opportunities for innovation, the Director will drive service enhancement and support the development of new delivery areas that extend Natural Ability’s reach and reputation.

Ultimately, this is a role that will elevate the quality, visibility and impact of Natural Ability across Northumberland — ensuring our services are safe, ambitious, person-centred and recognised for excellence.

 

Key Responsibilities

• Provide leadership and guidance to the operational teams, ensuring harmonisation as an operational directorate and alignment with the overall mission and vision of the organisation.
• Lead on the growth of Natural Ability services, focusing on replication in wider geographical areas along with the development of new service streams and solutions.
• Increase the visibility of Natural Ability across the wider Northumberland region by networking and building strategic relationships and partnerships.
• Lead on improving how we demonstrate the impact of our services on the people we support and the wider community.
• Oversee the monitoring of service delivery areas, ensuring all contractual and funding obligations are met.
• In conjunction with the wider Leadership Team, develops and implements strategic business planning.
• Work closely with Service Managers to improve and demonstrate Natural Ability’s commitment to quality. Support with the aim of reaching a CQC status of Outstanding.

1. Operational Leadership and Service Delivery

• Provide strong, visible leadership and clear strategic direction to operational teams, ensuring cohesion across all service areas and alignment with the mission, vision and values of Natural Ability.
• Oversee the day-to-day delivery of Supported Living, Day Services and Enabling Services, ensuring services are safe, person-centred, outcome-focused and delivered to the highest standards.
• Work closely with Service Managers to harmonise systems, processes and communication across services, enabling effective cross-organisational working and consistent practice.
• Provide senior support in complex service delivery situations and crisis management.
• Develop, implement and review operational policies, procedures and systems to strengthen efficiency, accountability and regulatory compliance.
• Support the Registered Manager and Supported Living team in progressing toward and achieving an Outstanding CQC rating.
• Participate in the On-Call service, ensuring operational resilience and sustainability as services grow

2. Strategic Leadership & Organisational Development

• As a member of the Senior Leadership Team, actively contribute to the strategic direction, sustainability and long-term growth of the organisation.
• In conjunction with the CEO and wider Leadership Team, develop and implement strategic and operational business plans.
• Provide strategic direction to the Operations Directorate, ensuring service development aligns with organisational priorities and financial sustainability.
• Actively advise the CEO and Board of Trustees on service performance, quality, regulatory compliance and growth opportunities.
• Lead the development and delivery of a comprehensive operational growth plan, identifying service gaps, emerging needs and innovation opportunities.
• Provide assurance to the CEO and Board that all operational decisions and developments comply with relevant legislative, regulatory and contractual requirements.

3. Business Development, Partnerships & Regional Growth

• Work closely with the CEO to support the development and implementation of income generation, investment and growth strategies, with operational expansion as a key priority.
• Initiate, negotiate, develop and implement new, scaled-up or pilot services within Hexham, across Northumberland and potentially other geographical areas.
• Build and maintain strong collaborative relationships with commissioners, senior operational leaders and partner organisations to strengthen existing provision and create new service opportunities.
• Increase Natural Ability’s professional presence and visibility across the region through networking, partnership engagement and representation at events and forums.
• Act as a confident and credible ambassador for the organisation at external meetings, conferences and strategic partnerships.

4. Performance, Quality & Impact

• Oversee monitoring and evaluation of all service delivery areas, ensuring contractual and funding obligations are met and exceeded where possible.
• Work closely with Service Managers to strengthen performance management and embed a culture of continuous quality improvement.
• Lead the development and review of the organisational Outcomes Framework to better evidence impact for the people supported and the wider community.
• Work in partnership with the Director of Business Services on the preparation of the annual Impact Report.
• Ensure service delivery marketing tools and communications accurately reflect operational quality, innovation and impact.

5. Financial Oversight & Resource Management

• Oversee service delivery budgets, working in partnership with the CEO and Director of Business Services in the production of budgets, accounts, financial analysis and forecast modelling.
• Support Service Managers to effectively manage departmental budgets, ensuring efficient use of financial resources to achieve service objectives.
• Contribute operational insight, data and case studies to funding applications and tender submissions, working collaboratively with the CEO and Director of Business Services.
• Ensure operational growth plans are financially informed, sustainable and aligned to organisational capacity.

6. People, Culture & Workforce Development

• Work closely with the Director of Business Services to ensure robust recruitment, workforce planning and effective deployment of staff across all operational services.
• Contribute to the development of the annual Training Plan to ensure staff and operational managers receive appropriate professional development.
• Support succession planning and leadership development within operational teams.
• Ensure people supported by Natural Ability, families and other stakeholders are meaningfully involved in shaping and influencing service delivery.
• Promote a culture that values inclusion, collaboration, accountability and continuous improvement.

7. Governance, Risk & Compliance

• Provide assurance to the CEO and Board of Trustees that services are safe, effective and compliant with regulatory and contractual standards.
• Contribute to the development and oversight of the organisational Risk Register, ensuring appropriate risk management processes are embedded throughout operational services.
• Contribute to business continuity and emergency planning, specifically in relation to service delivery.
• Act as a designated safeguarding lead, promoting a strong safeguarding culture across all services.
• Oversee operational risk management across services and projects.

8. Health & Safety

• Provide strategic oversight of health and safety across all service delivery environments, ensuring compliance with statutory and regulatory requirements.
• Ensure health and safety policies and practices are effectively implemented and regularly reviewed.
• Provide assurance to the CEO and Board that staff, service users and visitors operate within safe environments.
• Lead by example in promoting a culture of safety and wellbeing across the organisation.

9. Governance Responsibilities

• Take a lead role, alongside other members of the Leadership Team, in delivering effective governance structures and organisational processes.
• Share collective responsibility for policy development, operational management and business governance.
• Attend Board and sub-committee meetings, providing clear and comprehensive operational reporting.
• Encourage innovation, reflective practice and continuous service improvement across Natural Ability.

10. General Responsibilities & Professional Conduct

• Actively promote equality, diversity and inclusion in service delivery and employment practices.
• Work in accordance with Natural Ability’s policies and procedures.
• Demonstrate effective communication, sound judgement and strong problem-solving skills.
• Influence, motivate and inspire others to achieve organisational goals.
• Embrace and lead change positively within a growing organisation.
• Commit to ongoing professional development.
• Undertake any other reasonable duties appropriate to the level of the post.

Benefits of working with Natural Ability:

- Birthday Leave

- Competitive pay rates

- Blue light discount - For reductions from a range of high street and online retailers.

- Mileage allowance

- Eyecare vouchers

- Fully paid induction

- Support with personal development and access to further training and qualifications.

- Salary Sacrifice Pension Scheme

- Rewards for consistent attendance

- Employee Assistance Programme

- 24 hours’ management and on call support

- Modern and spacious office environment

- Holiday selling and Buy back scheme

- Hybrid working with a maximum of 2 days a week at home

 

Personal Specification

Qualifications

Essential

Management or leadership qualification (or substantial senior leadership experience).

Relevant safeguarding training and knowledge of adult safeguarding frameworks.

 

Desirable

Educated to degree level or equivalent professional experience.

Evidence of continuing professional development.

 

Previous Experience

Essential

Minimum of 3 years’ senior operational leadership experience within health, social care, supported living or a comparable sector.

Proven experience of leading multi-site or multi-service operations preferably across a wide geographical region.

Experience of leading organisational growth, service expansion or pilot initiatives.

Demonstrable track record of driving service quality improvement and achieving positive regulatory outcomes.

Experience of strategic planning and translating strategy into operational delivery.

Experience of managing and developing senior managers and multidisciplinary teams.

Experience of working collaboratively with Boards and providing high-level performance reporting.

Experience of partnership working with commissioners, funders and external stakeholders.

Experience of managing service budgets and contributing to financial planning and forecasting.

Experience of safeguarding leadership and managing complex or high-risk service environments.

 

Desirable

Experience of working within Care Quality Commission (CQC) regulatory frameworks.

Experience of supporting services to achieve or maintain an Outstanding CQC rating.

Experience of tendering, funding applications or business case development.

Experience of working within a charitable or not-for-profit organisation.

Experience of developing outcome measurement frameworks and impact reporting.

 

Skills and abilities

Essential

Strategic thinker with the ability to translate vision into clear operational plans.

Strong leadership and people management skills, with the ability to inspire, influence and motivate teams.

Excellent communication skills, both written and verbal, with the confidence to engage at Board and senior stakeholder level.

Strong analytical and problem-solving skills with sound professional judgement.

Ability to manage multiple priorities in a complex and evolving environment.

Skilled in building effective partnerships and collaborative relationships at high levels

High level of organisational and project management capability.

Ability to interpret performance data and use insight to drive improvement.

Resilient and adaptable, with the ability to lead through change.

Strong influencing and negotiation skills in commissioning or partnership environments.

Experience of public speaking, delivering presentations, networking and representing an organisation externally.

 

Knowledge

Essential

Understanding of commissioning environments and contractual compliance requirements.

Knowledge of workforce planning, staff development and performance management systems.

Understanding of risk management, business continuity and health and safety obligations.

Sound financial awareness, including budgeting, cost control and value-for-money principles.

 

Desirable

Understanding of adult social care legislation, safeguarding and regulatory compliance.

Strong knowledge of CQC standards, inspection frameworks and quality assurance systems.

Knowledge of supported housing solutions and housing management.

Understanding of impact measurement and social return methodologies.

 

Personal Attributes and Values

Essential

Deep commitment to inclusion and the empowerment of people with learning disabilities.

Values-led, ethical and person-centred leadership style.

Visible and approachable leader who builds trust and credibility.

High level of integrity, accountability and professionalism.

Commitment to continuous improvement and reflective practice.

Alignment with the mission, vision and values of Natural Ability.

Innovative mindset with the confidence to explore new service models and solutions.

Passion for community development and regional impact.

 

If you'd like to apply for this role, please send your CV & Covering letter to emily.winter@naturalability.org 

 

Please note that Natural Ability is committed to safeguarding vulnerable adults and all successful applicants will need to submit to a DBS check at the Enhanced level.