Chief Operating Officer (COO)

12 May 2026

Organisation: Happy Days
Reporting to: Chief Executive Officer (CEO)
Location: Calderdale

Salary: 45K-50K pro rata

Role Purpose

The Chief Operating Officer (COO) provides strategic and operational leadership across all frontline services, accommodation provision, organisational infrastructure, and compliance functions within the charity.

The COO is responsible for ensuring safe, trauma-informed, financially sustainable, and outcomes-focused delivery for individuals experiencing homelessness, poverty, health exclusion, addiction, and crisis.

The role leads operations across the charity’s accommodation portfolio, including winter shelter provision, general needs accommodation, supported accommodation, and intensively supported housing. The COO also oversees the operational platform of the charity’s support programmes, including a community café, community supermarket, crisis drop-in provision, and integrated health clinics.

Working collaboratively with the CEO, Board, statutory agencies, housing provider partners, and wider stakeholders, the COO plays a key leadership role in shaping organisational strategy, strengthening operational systems, embedding trauma-informed practice, and developing innovative models of support that improve long-term outcomes for individuals experiencing multiple disadvantage.

The COO provides executive oversight of, operational risk, health and safety, HR, operational systems, and service compliance, ensuring the organisation maintains robust standards of governance, accountability, and person-centred care across all services.

Key Responsibilities

Strategic & Operational Leadership

Provide executive operational leadership across services and organisational functions
Lead the delivery, development, and continuous operational improvement of:
- Supported and temporary accommodation services (68+ properties)
- Crisis and drop-in provision
- Food programme and social supermarket
- Winter shelter provision
Translate organisational strategy into effective operational delivery plans
Drive organisational improvement, innovation, and sustainable service growth
Lead operational responses to emerging community need, organisational risk, and system pressures
Support strategic planning, organisational development, and long-term sustainability
Lead operational capital development initiatives across the organisation

Housing, Property & Supported Accommodation Executive Oversight of:

Operational management, legal compliance, health and safety, quality assurance across all accommodation services
Lead strategic partnerships with housing providers
Manage delegated housing arrangements and supported housing pathways
Maximise occupancy, sustainment, and positive move-on outcomes
Oversee property-related risk management, maintenance coordination, and accommodation standards
Lead the transformation and redevelopment of The Gathering Place, including partnership working with architects, infrastructure planning, and service design
Oversee operational development planning for the Bramwell Booth building to support future service delivery and organisational growth

Safeguarding Operational Platform

Lead organisational safeguarding strategy and systems
Ensure SOP’s are in place to enable staff to respond effectively to complex needs including:
- addiction
- mental ill-health and physical health needs
- dual diagnosis
- homelessness
- domestic abuse
- offending histories
- health exclusion
Oversee serious incidents, risk management, and quality assurance processes
Promote reflective practice, professional accountability, and safe service delivery
Lead continuous safeguarding improvement and organisational assurance processes
Support the organisation’s progression towards recognised safeguarding quality and excellence standards

Health Inclusion & Community Services

Support development of innovative approaches addressing homelessness, substance use, poverty, and social exclusion
Contribute to wider system responses focused on prevention, health equity, and community resilience

Corporate Governance, Compliance & Organisational Infrastructure

Provide executive oversight of organisational governance, operational compliance, and corporate infrastructure
Lead organisational responsibility for:
- Human Resources
- Health & Safety
- Insurance and organisational risk
- Operational systems and digital infrastructure
Ensure robust organisational policies, procedures, and assurance frameworks are developed, implemented, and maintained
Oversee compliance with employment legislation, health & safety standards, and contractual obligations
Lead organisational risk management processes, incident oversight, and business continuity planning
Ensure effective management of organisational insurance provision, liability protection, and risk mitigation
Support governance reporting, operational assurance, and organisational accountability
Develop quarterly Trustee and governance reporting packs in conjunction with Heads of Department and the CEO

Systems Development & Digital Transformation

Lead the development and implementation of operational systems, reporting frameworks, and service infrastructure
Design and embed systems that improve operational efficiency, safeguarding oversight, housing management, and service coordination
Use data, insight, and performance analysis to improve outcomes and organisational effectiveness
Support digital transformation, service modernisation, and continuous improvement initiatives
Develop monitoring, evaluation, and impact reporting systems to support organisational learning and strategic decision-making

Leadership, Workforce & Organisational Culture

Foster a high-performing, inclusive, and values-led organisational culture
Oversee workforce planning, recruitment, retention, supervision, and staff development
Promote staff wellbeing, reflective practice, and psychologically safe leadership
Provide leadership oversight and strategic direction for volunteer services and volunteer programme development
Support the organisation’s progression towards recognised volunteer quality standards, including the VSI Volunteer Excellence Award

Partnerships, Stakeholder Engagement & Representation

Represent the organisation within strategic partnerships and multi-agency forums
Work collaboratively with commissioners, funders, housing providers, and community partners

Financial Oversight & Sustainability

Budget development and financial planning in conjunction with the CEO and Finance Team
Support organisational sustainability through efficient service delivery
Monitor operational performance, quality standards, and service outcomes
Ensure effective governance, accountability, and operational compliance across all services

Person Specification

Essential

Significant senior leadership experience within homelessness, housing, health, social care, community, or voluntary sector services
Extensive operational leadership experience across complex, multi-service environments
Experience leading services supporting individuals with multiple disadvantage and complex needs
Strong understanding of safeguarding, trauma-informed practice, and organisational risk management
Experience managing accommodation-based and community support services
Experience overseeing HR, compliance, governance, and organisational systems
Experience leading quality assurance, risk, and compliance frameworks
Strong partnership and stakeholder engagement skills across statutory and voluntary sectors
Experience managing operational budgets, compliance frameworks, and performance systems

Desirable

Experience working within homelessness, substance use, or health inclusion services
Experience working within housing such as a registered housing provider
Understanding of public health approaches and health inequalities
Knowledge of housing legislation, supported housing models, and safeguarding frameworks
Experience with digital transformation, systems implementation, and organisational modernisation

Key Attributes