Job summary
Fixed Term Contract for 20 months
Are you an experienced healthcare leader passionate about compassionate, community-based end-of-life care?
Phyllis Tuckwell is transforming how we deliver our Hospice at Home Services were looking for a Hospice at Home Transformation and Operations Manager to lead this change. This is a unique opportunity to shape innovative care models ahead of our new hospice opening in 2026, while managing and inspiring our dedicated community teams.
"For everyone to have the best possible experience at the end of life."
This role is perfect for a dynamic, compassionate, strategic and strong operational leader with a passion for inclusive care, change, and collaboration. You'll play a central part in shaping our service models, embedding continuous improvement, and inspiring teams to deliver exceptional care to people in their homes.
As our Hospice at Home Transformation and Operations Manager, you will:
- Lead the transformation and daily operational delivery of our Hospice at Home services.
- Collaborate across the system to improve outcomes for patients and families.
- Manage a team of dedicated professionals, supporting and empowering them through change.
- Shape and embed new models of care aligned with population needs and our new hospice opening in 2026.
- Be a visible, values-driven leader, championing inclusion, equity, and evidence-based practice.
Main duties of the job
If you would like to feel part of a welcoming and committed team, benefit from strong peer and managerial support, and want to develop your career with excellent training and education opportunities, we would be delighted to hear from you.
About You:
We are looking for someone with:
- Experience in service transformation and senior operational management in health or social care.
- Understanding of community-based care, ideally in palliative, oncology or frailty services.
- Knowledge of project management, stakeholder engagement, and quality improvement.
- A passion for compassionate, person-centred care, aligned with our values.
- A collaborative approach, ready to work across boundaries and lead with kindness, clarity and purpose.
For a full list, please refer to the job description and person specification document.
About us
Phyllis Tuckwell is a very special place to work. Our staff make a real difference to the lives of our patients and their loved ones, providing outstanding care at a time that really matters. Our staff are pivotal in helping deliver our vital services, ensuring every day is precious for our patients.
The impact of our services on the lives of our patients and their families can be read about here:
https://www.pth.org.uk/our-care/helpful-information/patient-stories/
We are
committed to creating a diverse and inclusive culture, with the principles of
fairness and equality at its core. We are an equal opportunities
employer, who values and respects our employees unique knowledge, skills and
experiences. We warmly welcome applications from all sections of the
community. All appointments are made following a fair and equitable
process, based on merit, job requirements and business need.
We Offer:
Excellent Benefits
- Six weeks paid
holiday plus public holidays
- Continuation
of NHS Pension or Phyllis Tuckwell Group Personal Pension Plan (matched
contributions up to 7.5%)
- Health
Cash Plan Scheme
- Employee
Assistance Programme
- Staff
Benefit Scheme
- Blue
Light Discount Card
- Clinical Supervision and Support
- Flexible working
For further information or to arrange an informal visit, which is encouraged and
welcomed, please contact Catherine vant Riet on catherine.vantriet@pth.org.uk.
Interviews to be held: Week commencing Monday 6th October 2025
Job description
Job responsibilities
PHYLLIS TUCKWELL
POST: Hospice at Home Transformation and Operations Manager
TERM: 20-month fixed term
REPORTS TO AND ACCOUNTABLE TO: Director of Patient Services
JOB PURPOSE:
The Hospice at Home Transformation and Operations Manager will play a pivotal role in shaping the future of our Hospice at Home Services at a time when we are transforming our community services. The role will drive excellence in palliative and end of life care and continuous improvement and work collaboratively and cohesively around patient and family needs. The role will provide day to day operational management of the Hospice at Home Teams to ensure the smooth running of our services.
The postholder will inspire members of the team to provide timely, responsive care, safely and effectively. This position leads the transformation, integration, and continuous improvement of services across our communities, ensuring that they are fit for the future of Phyllis Tuckwell and population needs. The role is responsible for service delivery, transformation projects, operational performance and resourcing.
As a visible and collaborative leader, the postholder will inspire a culture of inclusion, innovation, and continuous learning.
All staff at Phyllis Tuckwell are expected to uphold our values of:
- Compassion: Treating all individuals with kindness, dignity, and respect.
- Inclusion: Recognising and valuing diversity; working ethically and in partnership.
- Dynamism: Being adaptable, proactive, and committed to continuous improvement.
- Accountability: Using resources responsibly and maintaining high standards and to work together to deliver on our mission:"For everyone to have the best possible experience at the end of life."
Working at Phyllis Tuckwell means contributing to a culture where teamwork, respect, and a shared commitment to our mission are at the heart of everything we do.
Key responsibilities:
1. Service Development & Transformation
- Lead the design and implementation of our innovative service models across community settings, aligned with our strategy and local population needs.
- Drive transformation of our Hospice at Home and community-based care pathways, ensuring integration with our In-Patient Unit, Living Well services, primary care, acute care, and social care partners.
- Identify opportunities for innovation, improvement, and system-wide collaboration, embedding feedback from patients, families, staff and partners.
- Support and lead service evaluation and pilot projects, ensuring effective analysis and adaptation of models of care.
2. Strategic & Operational
- Contribute to the operational and strategic planning of community services, supporting delivery of organisational goals and future-readiness.
- Translate strategic objectives into clear project plans and deliverables, including workforce development, and new service pathways.
- Embed the processes and new ways of working to ensure effective safe service delivery.
- Responsible for the day-to-day smooth running of our community services and operational management of our Hospice at Home Teams.
3. Community Engagement & Partnership Working
- Build and maintain effective relationships with local communities, voluntary sector partners, commissioners and care providers.
- With our EDI lead, our Clinical Managers and teams, and external partner develop inclusive models that address barriers to access and promote equity across underserved groups and communities.
- Represent Phyllis Tuckwell in multi-agency forums, promoting collaborative approaches and joined-up care delivery.
4. Quality Improvement & Governance
- Promote a culture of learning, reflection and improvement, embedding quality assurance mechanisms into all aspects of service transformation.
- Work with Governance and Patient Services teams to ensure new models are safe, effective and patient-centred.
- Monitor service outcomes (including via audit), performance indicators and patient feedback to guide continuous improvement.
- Lead on learning responses in accordance with our published PSIRF plan as delegated by our Deputy Director for Nursing and Quality.
- Promote a positive evidence-based approach.
5. Team Collaboration, Leadership, Professional Development and Education
- Act as a visible and supportive leader across transformation projects and initiatives.
- Foster the development of leadership skills in all leaders within the Hospice at Home model of care.
- Foster cross-functional collaboration, championing a One Team approach to care delivery and service development.
- Support internal teams through periods of change, ensuring strong communication, engagement and a psychologically safe environment.
- Collaborate with the Learning and Development team to support ongoing training, practice development, and growth opportunities for our staff.
- Foster an environment that encourages education, development, and reflective practice.
- To maintain own professional registration, personal and professional development through the appraisal process.
- To maintain a dynamic interest in all professional matters associated with palliative and end of care, clinical leadership, and management.
ROLE CONTEXT
This role sits within the Director of Patient Services Team and works closely with:
- Community Services Manager for Living Well and Therapies
- Patient, Family and Carer Manager and Safeguarding Lead
- Inpatient Unit Manager
- Clinical Education Manager
- Medical Director and Consultants in Palliative Medicine
- Governance and Quality team
Professional leadership and line management is via these roles. You will work across both Phyllis Tuckwell sites (Farnham and Guildford) and within the community, requiring regular travel and a visible presence in localities.
As we prepare to open our new Hospice in 2026 and develop our community models, to align with the NHS 10 year plan (analogue to digital, hospital to community and treatment to prevention) this role is key to ensuring that transformation is co-designed, sustainable, and delivers improved outcomes for patients and families.
ESSENTIAL REQUIREMENTS
- Proven experience in health or social care service transformation or development
- Strong understanding of community-based care delivery, ideally in palliative or end of life care settings
- Excellent communication and leadership skills
- Effective project management and stakeholder engagement skills
- Ability to work collaboratively across organisational boundaries and within multi-disciplinary settings
- Passion for innovation, inclusion, and improving patient experience
- High-level communication and organisational skills
- Understanding of the roles of the members of the Multidisciplinary Team and the importance of working together within the Hospice setting
COMMITMENT TO SAFEGUARDING, EQUITY, DIVERSITY AND INCLUSION
Role holders must understand their responsibilities in the safeguarding context, ensuring that Phyllis Tuckwell reduces the risk of harm or abuse of adults and children at risk.
You are required to:
- adhere to Phyllis Tuckwells Safeguarding Policy (held on the NEST), which supports the local authoritys multi agency safeguarding policy, the law (Care Act 2014) and Mental Capacity Act 2005 (including Deprivation of Liberty Safeguards).
- inform the appropriate PT professional where there is concern that an adult or child may be at risk of harm, abuse, or neglect.
Committed to an Equal Opportunities approach, valuing, and respecting everyone as individuals, with diverse opinions, cultures, lifestyles, and circumstances.
This job description is underpinned by Phyllis Tuckwells philosophy, culture, and core values, which actively embrace diversity and inclusion and promotes total team spirit.
This job description is current and subject to yearly review in consultation with the jobholder. It is liable to reflect and anticipate necessary changes to support the PT strategy.
OTHER INFORMATION
- The postholder may be required to deputise for the Director of Patient Services or attend relevant external meetings.
- The role will be part of our clinical managerial on call rota and will provide cross-cover for other Clinical Managers as required.
- The role will be responsible for the Hospice at Home Services Budget, ensuring effective operational delivery and safe staffing levels within the Hospice at Home Nursing Teams with oversight of rotas and leave.
- To adhere to Phyllis Tuckwell policy, guidelines and staff handbook and to contribute to the development and writing of polices, guidelines and procedures relevant to role and profession.
- This job description will be reviewed annually in line with organisational priorities and strategic direction.
- The role will play an important role in ensuring that those working in Hospice at Home enjoy coming to work, are provided with both high support and high challenge.
Job description
Job responsibilities
PHYLLIS TUCKWELL
POST: Hospice at Home Transformation and Operations Manager
TERM: 20-month fixed term
REPORTS TO AND ACCOUNTABLE TO: Director of Patient Services
JOB PURPOSE:
The Hospice at Home Transformation and Operations Manager will play a pivotal role in shaping the future of our Hospice at Home Services at a time when we are transforming our community services. The role will drive excellence in palliative and end of life care and continuous improvement and work collaboratively and cohesively around patient and family needs. The role will provide day to day operational management of the Hospice at Home Teams to ensure the smooth running of our services.
The postholder will inspire members of the team to provide timely, responsive care, safely and effectively. This position leads the transformation, integration, and continuous improvement of services across our communities, ensuring that they are fit for the future of Phyllis Tuckwell and population needs. The role is responsible for service delivery, transformation projects, operational performance and resourcing.
As a visible and collaborative leader, the postholder will inspire a culture of inclusion, innovation, and continuous learning.
All staff at Phyllis Tuckwell are expected to uphold our values of:
- Compassion: Treating all individuals with kindness, dignity, and respect.
- Inclusion: Recognising and valuing diversity; working ethically and in partnership.
- Dynamism: Being adaptable, proactive, and committed to continuous improvement.
- Accountability: Using resources responsibly and maintaining high standards and to work together to deliver on our mission:"For everyone to have the best possible experience at the end of life."
Working at Phyllis Tuckwell means contributing to a culture where teamwork, respect, and a shared commitment to our mission are at the heart of everything we do.
Key responsibilities:
1. Service Development & Transformation
- Lead the design and implementation of our innovative service models across community settings, aligned with our strategy and local population needs.
- Drive transformation of our Hospice at Home and community-based care pathways, ensuring integration with our In-Patient Unit, Living Well services, primary care, acute care, and social care partners.
- Identify opportunities for innovation, improvement, and system-wide collaboration, embedding feedback from patients, families, staff and partners.
- Support and lead service evaluation and pilot projects, ensuring effective analysis and adaptation of models of care.
2. Strategic & Operational
- Contribute to the operational and strategic planning of community services, supporting delivery of organisational goals and future-readiness.
- Translate strategic objectives into clear project plans and deliverables, including workforce development, and new service pathways.
- Embed the processes and new ways of working to ensure effective safe service delivery.
- Responsible for the day-to-day smooth running of our community services and operational management of our Hospice at Home Teams.
3. Community Engagement & Partnership Working
- Build and maintain effective relationships with local communities, voluntary sector partners, commissioners and care providers.
- With our EDI lead, our Clinical Managers and teams, and external partner develop inclusive models that address barriers to access and promote equity across underserved groups and communities.
- Represent Phyllis Tuckwell in multi-agency forums, promoting collaborative approaches and joined-up care delivery.
4. Quality Improvement & Governance
- Promote a culture of learning, reflection and improvement, embedding quality assurance mechanisms into all aspects of service transformation.
- Work with Governance and Patient Services teams to ensure new models are safe, effective and patient-centred.
- Monitor service outcomes (including via audit), performance indicators and patient feedback to guide continuous improvement.
- Lead on learning responses in accordance with our published PSIRF plan as delegated by our Deputy Director for Nursing and Quality.
- Promote a positive evidence-based approach.
5. Team Collaboration, Leadership, Professional Development and Education
- Act as a visible and supportive leader across transformation projects and initiatives.
- Foster the development of leadership skills in all leaders within the Hospice at Home model of care.
- Foster cross-functional collaboration, championing a One Team approach to care delivery and service development.
- Support internal teams through periods of change, ensuring strong communication, engagement and a psychologically safe environment.
- Collaborate with the Learning and Development team to support ongoing training, practice development, and growth opportunities for our staff.
- Foster an environment that encourages education, development, and reflective practice.
- To maintain own professional registration, personal and professional development through the appraisal process.
- To maintain a dynamic interest in all professional matters associated with palliative and end of care, clinical leadership, and management.
ROLE CONTEXT
This role sits within the Director of Patient Services Team and works closely with:
- Community Services Manager for Living Well and Therapies
- Patient, Family and Carer Manager and Safeguarding Lead
- Inpatient Unit Manager
- Clinical Education Manager
- Medical Director and Consultants in Palliative Medicine
- Governance and Quality team
Professional leadership and line management is via these roles. You will work across both Phyllis Tuckwell sites (Farnham and Guildford) and within the community, requiring regular travel and a visible presence in localities.
As we prepare to open our new Hospice in 2026 and develop our community models, to align with the NHS 10 year plan (analogue to digital, hospital to community and treatment to prevention) this role is key to ensuring that transformation is co-designed, sustainable, and delivers improved outcomes for patients and families.
ESSENTIAL REQUIREMENTS
- Proven experience in health or social care service transformation or development
- Strong understanding of community-based care delivery, ideally in palliative or end of life care settings
- Excellent communication and leadership skills
- Effective project management and stakeholder engagement skills
- Ability to work collaboratively across organisational boundaries and within multi-disciplinary settings
- Passion for innovation, inclusion, and improving patient experience
- High-level communication and organisational skills
- Understanding of the roles of the members of the Multidisciplinary Team and the importance of working together within the Hospice setting
COMMITMENT TO SAFEGUARDING, EQUITY, DIVERSITY AND INCLUSION
Role holders must understand their responsibilities in the safeguarding context, ensuring that Phyllis Tuckwell reduces the risk of harm or abuse of adults and children at risk.
You are required to:
- adhere to Phyllis Tuckwells Safeguarding Policy (held on the NEST), which supports the local authoritys multi agency safeguarding policy, the law (Care Act 2014) and Mental Capacity Act 2005 (including Deprivation of Liberty Safeguards).
- inform the appropriate PT professional where there is concern that an adult or child may be at risk of harm, abuse, or neglect.
Committed to an Equal Opportunities approach, valuing, and respecting everyone as individuals, with diverse opinions, cultures, lifestyles, and circumstances.
This job description is underpinned by Phyllis Tuckwells philosophy, culture, and core values, which actively embrace diversity and inclusion and promotes total team spirit.
This job description is current and subject to yearly review in consultation with the jobholder. It is liable to reflect and anticipate necessary changes to support the PT strategy.
OTHER INFORMATION
- The postholder may be required to deputise for the Director of Patient Services or attend relevant external meetings.
- The role will be part of our clinical managerial on call rota and will provide cross-cover for other Clinical Managers as required.
- The role will be responsible for the Hospice at Home Services Budget, ensuring effective operational delivery and safe staffing levels within the Hospice at Home Nursing Teams with oversight of rotas and leave.
- To adhere to Phyllis Tuckwell policy, guidelines and staff handbook and to contribute to the development and writing of polices, guidelines and procedures relevant to role and profession.
- This job description will be reviewed annually in line with organisational priorities and strategic direction.
- The role will play an important role in ensuring that those working in Hospice at Home enjoy coming to work, are provided with both high support and high challenge.
Person Specification
Skills and Knowledge
Essential
- Knowledge of strategic and operational challenges in community health or social care
- Understanding of equity, diversity and inclusion in service access and delivery
- Ability to analyse and interpret data to support service improvement
- Strong project and change management skills
- Excellent communication and interpersonal skills, including ability to engage a range of stakeholders
- Skills in prioritisation and using own skills and knowledge effectively
- Ability to work effectively within multiple teams
- Excellent organisational and time management skills
- Understanding of policy and regulatory context for end-of-life care and/or community services
Experience
Essential
- Proven experience at a senior level of managing teams.
- Experience of a leadership role within the community and working in partnership with other organisations.
- A sound understanding of Phyllis Tuckwell, of Hospices, end-of-life care priorities and initiatives both locally and nationally.
- Experience of leading service development, transformation or redesign in a health, social care of similar setting.
- Experience of workforce management and development.
- Proven track record of delivering successful improvement projects and initiatives with measurable outcomes.
- Experience of managing change and supporting staff through periods of transformation.
Desirable
- Experience of working within the speciality of Palliative Care/Oncology or Frailty.
- Experience of budget management
Qualifications
Essential
- Educated to degree level, in health, social care of relevant field or equivalent experience.
- Relevant continuing professional development in leadership and management; change management, community health, service improvement, project management, or healthcare leadership
Desirable
- Relevant MSc
- Relevant continuing professional development in palliative and end of life care including frailty.
Other
Essential
- Driving License with ability to travel between hospice sites and within the community catchment area
- Values-driven, with a strong commitment to compassionate and inclusive care, committed to the Phyllis Tuckwell mission and values
- Creative thinker with a passion for innovation and improvement
- Emotionally intelligent leader who inspires and supports others
- Flexible, proactive with an ability to adapt to work effectively with those around you
- Confident decision maker
- Confident in using digital tools to support this role
- Willingness to work occasional evenings for key meetings or events
- Right to work in the UK
Person Specification
Skills and Knowledge
Essential
- Knowledge of strategic and operational challenges in community health or social care
- Understanding of equity, diversity and inclusion in service access and delivery
- Ability to analyse and interpret data to support service improvement
- Strong project and change management skills
- Excellent communication and interpersonal skills, including ability to engage a range of stakeholders
- Skills in prioritisation and using own skills and knowledge effectively
- Ability to work effectively within multiple teams
- Excellent organisational and time management skills
- Understanding of policy and regulatory context for end-of-life care and/or community services
Experience
Essential
- Proven experience at a senior level of managing teams.
- Experience of a leadership role within the community and working in partnership with other organisations.
- A sound understanding of Phyllis Tuckwell, of Hospices, end-of-life care priorities and initiatives both locally and nationally.
- Experience of leading service development, transformation or redesign in a health, social care of similar setting.
- Experience of workforce management and development.
- Proven track record of delivering successful improvement projects and initiatives with measurable outcomes.
- Experience of managing change and supporting staff through periods of transformation.
Desirable
- Experience of working within the speciality of Palliative Care/Oncology or Frailty.
- Experience of budget management
Qualifications
Essential
- Educated to degree level, in health, social care of relevant field or equivalent experience.
- Relevant continuing professional development in leadership and management; change management, community health, service improvement, project management, or healthcare leadership
Desirable
- Relevant MSc
- Relevant continuing professional development in palliative and end of life care including frailty.
Other
Essential
- Driving License with ability to travel between hospice sites and within the community catchment area
- Values-driven, with a strong commitment to compassionate and inclusive care, committed to the Phyllis Tuckwell mission and values
- Creative thinker with a passion for innovation and improvement
- Emotionally intelligent leader who inspires and supports others
- Flexible, proactive with an ability to adapt to work effectively with those around you
- Confident decision maker
- Confident in using digital tools to support this role
- Willingness to work occasional evenings for key meetings or events
- Right to work in the UK
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
