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Director of People and Service Excellence

A rare, newly created executive role at the heart of Signature Senior Lifestyle's bold cultural transformation — shaping the future of luxury later-life living.

The Signature Story

Redefining Later-Life Living

Signature Senior Lifestyle operates on a fundamental belief: residential care should be as much about living an exceptional, fulfilling life as it is about receiving expert clinical support. From our support office in Beaconsfield, we combine bespoke, high-end care with five-star luxury living across 10 highly regarded care homes in Greater London and the Home Counties.

We are entering an aggressive and exciting phase of growth. Backed by our primary investor, Elevation — who view Signature as their "company silver" and most ambitious venture — we have a firm, long-term investment cycle mapped through to 2030 and beyond. We are actively sourcing new land within the M25 and opening three state-of-the-art homes this year in Enfield, Surbiton, and Hornchurch.

Drawing inspiration from American luxury care models and elite hospitality brands, Signature is boldly rewriting what premium residential care looks and feels like.

Growth at a Glance

10

Homes across London & Home Counties

3

New homes opening in 2026

2030

Long-term investment horizon with Elevation

Signature Care Homes

Why Choose Signature? | Exceptional Care in Luxury Homes

Discover why families choose Signature. We offer exceptional care in the luxurious surroundings of a private residence, where dignity and comfort come first.

Cultural Context

A Cultural Turning Point

To understand the profound importance of this role, you must understand Signature's journey. When our CEO, Rob — headhunted following a highly successful tenure at Anchor — joined the organisation, he inherited a culture described as stagnant and "toxic," with a staggering 40% staff turnover despite the business offering top-tier sector pay.

Rob's philosophy is clear and unequivocal. His leadership has been defined by championing an authentic, highly visible, human-centric culture, rapidly driving turnover down to 29%. This transformation is real — and it is far from finished.

"Pay isn't the only factor… it isn't the only factor for people to stay and work. What's good today will just be okay tomorrow. What's okay tomorrow? We'll be poor the day after that. So we have to constantly innovate and change our practice standards."
— Rob, CEO, Signature Senior Lifestyle

We are now seeking a visionary leader to complete the "jigsaw puzzle" — finalising a 10-year cultural transformation that keeps directors accountable and positions Signature as the undisputed employer and care provider of choice.

The Role

Director of People and Service Excellence

Reporting directly to the CEO, this newly created, highly influential role leads a critical multi-function department with six direct reports — and spans three transformational pillars.

Vision, Values & People

Develop and embed Signature's Vision, Mission, and Values. Create an industry-leading Employee Value Proposition, champion best-in-class inductions and training, and maintain absolute CQC and Employment Rights Act compliance.

Transformational Projects

Acting on behalf of the CEO, oversee all key strategic project activity. Champion continuous improvement, embed lessons learned, and keep the leadership team fully cited on progress, risks, and outcomes — on time and on budget.

Technology & IT Change

Develop a comprehensive technology roadmap. Drive the shift away from legacy systems toward automated workforce platforms, lead the 2026 rollout of falls-monitoring sensors, and co-author Signature's AI policy with the CFO.

Service Vision

The Hospitality-Led "High Points" Vision

The social care consumer is evolving rapidly. Tomorrow's residents — including a growing male demographic — will demand experiences aligned with elite hospitality brands. Working alongside the renowned brand consultancy Eat Big Fish (known for their work with Four Seasons and Pret), you will bring a genuinely disruptive, outside-in perspective to Signature's service model.

Collaborating closely with Andy Seal, Director of Hospitality & Wellness, you will design and deliver diverse "high points" across all homes — moments that surprise, delight, and fundamentally elevate how residents experience daily life.

Elevated Dining

From relaxed pub lunches to bespoke four-course dinners served on fine porcelain with gold leaf mats — offering genuine "informed choice" to every resident.

Sensory Wellness

Transforming standard bathrooms into full sensory spas — infrared treatments, saunas, Botox aesthetics, ambient scents, and bespoke pillow menus.

Technology-Enhanced Care

Heat-sensitive, falls-monitoring room sensors rolling out in late 2026 — discreetly enhancing safety whilst preserving residents' dignity and independence.

Ideal Candidate

A Visionary Operator — Not Just a Strategist

We are looking for a high-energy, emotionally intelligent communicator with a genuine "sleeves rolled up" mentality. Someone who builds trust quickly, drives culture visibly, and never mistakes a compelling idea for a finished outcome.

A Compelling Communicator

Entirely comfortable presenting to senior audiences, engaging on video and podcasts, and maintaining a credible, visible digital presence. You communicate with clarity, warmth, and authority.

A Sector-Agnostic Leader

HR, IT, or care sector qualifications are desirable but absolutely not essential. We are actively seeking leaders from fast-paced, customer-obsessed sectors — luxury hospitality, leisure, or retail (think Pret, Costa, or Topshop) who have navigated complex cultural shifts.

A Hungry Implementer

We have zero tolerance for "ideas people" who do not personally drive implementation. You hold a Degree (or equivalent) and a Project Management qualification. You are eager to make a truly special, lasting impact — not just to advise.

The Team

The Senior Leadership Team You Will Join

You will step into a deeply collaborative, relationship-led Senior Leadership Team where authenticity, visibility, and mutual accountability are non-negotiable. Hierarchy is actively discouraged; impact is everything.

Rob — CEO

Headhunted into Signature following a highly successful tenure at Anchor. Architect of the ongoing cultural transformation and your primary reporting line.

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Steve — CFO

Your partner in authoring Signature's AI policy and a key financial steward of the growth agenda through to 2030.

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Andy Seal — Hospitality & Wellness

Trained under Michelin-star chefs and Director of Hospitality & Wellness. Your creative partner in designing the "high points" experience model across all homes.

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Stephanie Bowie — Sales & Marketing

Director of Sales & Marketing, championing Signature's brand and commercial growth narrative as the portfolio expands.

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Amanda Rice — Quality

A Queen's Nurse and Director of Quality, described by peers as "the best in the game." Your clinical governance partner and quality standard-setter.

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Chloe Cristinziano — Operations

Operations Director and your key ally in the interview process. Her judgement will be highly influential — she leads the informal show-round at Highgate.

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Organisational Chart

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Our Culture

How We Work — Authentically

High Trust, High Visibility

Signature's culture is authentically non-hierarchical. Rob actively detests leaders who "talk but don't walk." We expect every leader to be highly visible on the floor — connecting meaningfully

with residents, families, and front-line teams on a regular basis.

We operate on strict output-focus rather than presenteeism. There is no reward for being seen at your desk; there is every reward for delivering measurable, human impact.

Wellbeing is Protected

We actively and deliberately protect our teams' wellbeing. Late-night email culture is heavily discouraged across the organisation. We encourage the use of "delayed send" functions as a practical, everyday tool to ensure a genuinely healthy work-life balance for all colleagues.

This is not performative. It reflects a leadership team that has lived through the consequences of poor culture and is committed — from the CEO down — to never returning there.

Remuneration & Process

The Package & Interview Process

Compensation

£108,000 – £120,000

Base salary, permanent role

+ Bonus

Comprehensive annual bonus plan

3 Months

Notice period fully accommodated

A Process Designed to Impress

Our swift, four-week interview process is deliberately designed to genuinely "wow" candidates — not to exhaust them. Every stage is intentional and respectful of your time.

01

Informal Show-Round

A tour of our spectacular Highgate (or Bishops Avenue) home, led by Operations Director Chloe Farnness. A relaxed environment to see our operations firsthand — and for you to drop your guard. Chloe's judgement carries significant weight.

02

Formal Final Interview

A final-stage interview at Highgate with Rob (CEO) and a representative from Elevation investors — reflecting the critical strategic importance of this appointment.

Benefits Package

Holiday

25 days plus Bank Holidays

Sick Pay

Company Pension Contributions

Salary sacrifice available by application: 5% matching

Private Medical Insurance

By application only: Option of Single / Couple / Family cover

Group Life Assurance

3 x Basic Salary

Discretionary Bonus

50% plan

Long Term Service Awards

Ready to Shape the Future of Care?

This is a once-in-a-career opportunity to lead a genuine cultural and operational transformation at one of the UK's most ambitious premium care providers — with the full backing of the CEO and a committed long-term investor.

Be Bold

Challenge convention, bring the outside-in perspective, and drive meaningful change across 10 exceptional homes — and counting.

Be Visible

Lead from the floor, not the boardroom. Build authentic relationships with residents, families, and colleagues at every level.

Be Exceptional

Help complete a 10-year cultural transformation and position Signature as the undisputed employer and care provider of choice.

Recruitment Partner

About Practicus: Inclusive Hiring for Purpose-Led Organisations

This appointment is being managed exclusively by Practicus, one of the UK's leading management consulting and executive recruitment firms specialising in the Healthcare Sector. Practicus is committed to inclusive, accessible, and equitable recruitment, and we take that commitment seriously at every stage of this process.

Practicus

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Our Commitment to Inclusion

Practicus is proud to be an inclusive employer and recruitment partner. We actively work to remove barriers that prevent talented people from applying for senior roles, and we welcome candidates from all backgrounds, identities, and lived experiences. We believe that diverse leadership teams build stronger, more resilient, and more impactful organisations.

We will make reasonable adjustments at every stage of the recruitment process for candidates who require them. If you have accessibility needs — whether for interviews, written assessments, or any other part of the process — please let us know at the earliest opportunity and we will accommodate them without question.

Practicus

2025 EDI Report Download

Accessibility & Support

Equality, Diversity & Inclusion

Signature are committed to building a workforce that reflects the communities it serves. This appointment will be conducted in full accordance with their EDI commitments.


Your Recruitment Partners



Meet Your Practicus Recruitment Team

Your dedicated contacts at Practicus are here to guide you through every step of this executive search process. They are committed to ensuring a fair, transparent, and supportive experience for all candidates.

Natalie Allen — Head of Practice

Tel: +44 (0) 1491 637066
Email: natalie.allen@practicus.com

Michael Gater — Head of Delivery

Tel: +44 (0) 1491 637090
Email: michael.gater@practicus.com