Head of Clinical Operations

About Us

At Chapter 2 , we’re not just scaling businesses—we’re reshaping the future of talent acquisition with passion, loyalty, and an unwavering commitment to results . By blending people, processes, and cutting-edge technology, we’ve redefined the traditional RPO model, delivering faster, smarter, and more cost-effective solutions that exceed expectations.

As a global powerhouse, our team spans the UK, South Africa, the US, and Germany, with India as the next frontier in our ambitious expansion. Having grown 1300% in just two years, we are unstoppable fueling our momentum with honesty, collaboration, and a shared vision.

We are relentless in our pursuit of excellence, embedding world-class talent, pioneering technology, and compelling employer branding into organizations across industries. Our approach isn’t just about recruitment—it’s about building long-term success for our clients.

We are loyal to our clients, to our vision, and most importantly, to each other—because we know that true success is built together.

Chapter 2 – A scalable talent solution.

For more information, please watch the Chapter 2 Evolution 🎥🚀

The Role:

Sector: Pharmaceuticals / Healthcare

Reports to: C-Suite / Executive Leadership Team

Line management/ Direct Reports: Clinical & Operational teams (please see below)

Type of role: Permanent

Location: London

Office expectation: The successful candidate is expected to be in the office 4 days a week, with working from home on a Thursday, please note this is essential

Please note for the first 4 weeks of onboarding, the successful candidate will need to be on site every day.

Working days and hours: Monday to Friday, the client is happy for candidates to work 8.00am to 5pm or 9.00am to 6pm with 30 minutes lunch per day (8 hours per day, 40 hours per week)

Salary range: This is negotiable depending on skill, experience and qualifications

Benefits:

• 27 days annual leave
• Birthday leave
• Private Medical Insurance
• Gym discounts
• Cycle to work scheme
• Fantastic modern office environment with amenities
• Strong leadership and support team

Key Responsibilities:

Governance, Compliance & CQC Leadership (25%)

• Provide senior leadership in ensuring full compliance with CQC, GMC, GPhC, MHRA, GDPR, controlled drug and safeguarding requirements.
• Lead preparation for, and responses to, CQC inspections, complaints, enquiries and regulatory reviews.
• Partner with engineering/product teams to ensure digital platforms, telehealth systems, and patient-facing technologies meet regulatory standards.

Operational Oversight & KPI Monitoring (20%)

• Own delivery of key operational and patient outcome KPIs (e.g. onboarding timelines, prescribing volumes, patient satisfaction, active patient counts).
• Regularly report operational and patient performance directly to the C-suite.

Team Leadership – Clinical & Operational (20%)

• Lead and manage consultants (GMC registered Specialists and Independent Prescribing Pharmacists).
• Line manage the Patient Experience Manager and Governance Lead, ensuring alignment across patient services, prescribing teams, and pharmacy functions.
• Foster collaboration between operational and clinical teams to deliver seamless patient care.

Policy, Pathway & Systems Development (15%)

• Oversee implementation and continuous improvement of policies, SOPs, and patient pathways.
• Design and embed operational systems that enable safe, effective, and scalable service delivery.
• Anticipate evolving patient needs and regulatory shifts, adapting models of care accordingly.

Incident & Complaint Oversight (10%)

• Maintain executive-level oversight of patient incidents, complaints, and adverse events.
• Ensure transparent, timely investigations with learnings embedded into practice.

Stakeholder Engagement & Partnership Management (5%)

• Represent the clinic with regulators, partners, and professional bodies.
• Act as a senior point of contact for service users and key external stakeholders.

Strategic Delivery & Innovation (5%)

• Partner with the C-suite to deliver the organization's strategic care model.
• Champion innovation in patient experience, clinical pathways, and digital health solutions.

Knowledge, Skills, Training and Experience

Essential

• Proven experience as a CQC Registered Manager or direct leadership of CQC inspections.
• Track record of operational leadership across clinical and patient-facing teams.
• In-depth knowledge of UK healthcare legislation (Health and Social Care Act 2008, CQC standards, GMC and GPhC regulations, GDPR, controlled substances regulation).
• Strong leadership, system design, and performance improvement skills.
• Ability to influence at executive and board level.

Desirable

• Worked for a start up and or scale up health organization
• Experience in medical cannabis, digital health, or telemedicine.
• Knowledge of patient access schemes and private prescribing.
• Experience leading digital transformation in clinical services.