Job Description

Role Purpose

The General Optical Council (GOC) is the statutory regulator for the optical professions in the UK. Our purpose is to protect the public by promoting high standards of education, performance and conduct amongst opticians. We are on a journey to become a world-class regulator and are seeking an Operations Manager (Hearings) to play a key role in delivering high-quality, efficient, and fair hearings. This role is responsible for leading hearings operations, ensuring cases are managed effectively and in line with statutory requirements, while fostering continuous improvement, strong team performance, and excellent stakeholder experience.

Key Accountabilities

• Hearings are delivered within agreed KPIs, timelines, and quality standards, with robust governance and minimal disruption or delay

• High levels of stakeholder satisfaction, evidenced through effective communication, professionalism, and positive feedback from panel members, registrants, and representatives

 • A motivated, engaged, and high-performing team, with clear objectives, regular performance management, and demonstrable development outcomes

 • Operational and strategic risks are proactively identified, assessed, and effectively mitigated, ensuring continuity of service and organisational confidence

 • Continuous improvement initiatives are implemented, resulting in measurable efficiencies, enhanced service quality, and improved stakeholder experience

 • Hearings are delivered in a way that is fair, accessible, and inclusive, reflecting the organisation’s commitment to equality, diversity, and inclusion

Essential Skills/Experience/Qualifications 

• Proven experience leading and managing teams, including coaching, performance management, and development

• Experience working within a regulatory, legal, or statutory framework, including interpreting legislation and procedural rules

• Strong operational management experience, ideally within hearings, tribunals, or case management environments

 • Excellent stakeholder management skills, with the ability to communicate professionally and sensitively with a wide range of audiences

 • Demonstrable ability to deliver high-quality, customer-focused services and improve processes

• Strong analytical skills, with the ability to use data to inform decisions and manage performance

• Excellent written and verbal communication skills, with the ability to tailor messaging to different audiences

• Proficiency in Microsoft Office, including SharePoint, Word, Excel, PowerPoint and Case Management Systems

• Understanding of equality, diversity and inclusion principles and their application in a regulatory or hearings environment

• Project management experience is desirable

Closing date for applications is 24 July2026 11:59pm, please note we reserve the right to close the role early dependent on number of applications.

Please note that your application will only be considered if it includes both CV and a cover letter. The cover letter should be no longer than 2 A4 pages and must demonstrate how you meet the essential criteria of this role.

REF-(Apply online only)