When people ask what a career in health and social care can really look like, we point them to colleagues like Chloe Hills. In just a few years, Chloe has progressed from frontline Support Worker to Regional Operations Manager; earning every promotion through her leadership, her commitment to the people we support, and a genuine passion for getting things right. 

We sat down with Chloe to talk about her journey, what's driven her at every stage, and her advice for anyone thinking about building a career in care. 

Chloe, let's start at the beginning. How did your career at Northern Healthcare begin? 

I started as a Support Worker on the frontline, and that experience still shapes everything I do today. From day one I was focused on delivering high-quality, person-centred care and making a real difference to the people we support. I quickly realised this wasn't just a job for me, it was something I genuinely cared about and that's never changed. 

You've held a remarkable number of roles since then. Can you walk us through your progression? 

Of course. I started as a Support Worker, then moved into a Team Leader role, followed by Deputy Service Manager, Service Manager, Regional Support Manager and most recently Regional Operations Manager, a step I took within the last 12 months. 

Each move came with new responsibilities. As a Service Manager I took on supervising staff, coordinating shifts, managing budgets and finances, overseeing compliance and supporting the rollout of policies and procedures. That experience built the confidence I needed to step into a regional role, managing performance, addressing concerns and knowing when to escalate things appropriately. Every role has taught me something I've carried into the next one. 

That's a lot of growth in a short space of time. What do you think made that progression possible? 

A combination of things. I've always had a strong work ethic and a willingness to take on more, but Northern Healthcare gave me a clear, structured pathway to grow into. Promotions weren't just handed over, they were earned through demonstrating leadership, operational excellence and the ability to build strong relationships with local authorities, healthcare professionals and multidisciplinary teams. 

I've also invested heavily in my own development alongside the day job, which I think is really important. 

Tell us more about that side of things, the qualifications and learning. 

I began with my NVQ Level 2 and I'm currently completing my Level 5 Leadership and Management qualification. I've also been through our internal Future Leaders Programme, which I've been able to apply directly into practice. I'm a big believer in continuous development, so I'm not stopping there. I'd love to progress through to Level 7 and into senior leadership in the sector. 

What's been valuable is being able to take what I learn and use it straight away. The theory and the practice feed into each other, and that's helped me grow as a leader much faster. 

The past 12 months as Regional Operations Manager have clearly been busy. What have you taken on? 

A lot of it has been about strengthening service quality and supporting colleagues. I mentor and coach Service Managers across my region and beyond, helping them develop their leadership, improve compliance, and embed a positive culture in their services. 

I've also taken the lead on a few specialist areas. I lead on Infection Prevention and Control across the region, supporting local champions to put best practice in place. And I've made a real focus of medication management, by analysing trends and spotting patterns in incidents, I've been able to put targeted support in place that's helped reduce medication-related incidents while building staff confidence and competence. 

On top of that, I've helped develop our co-production initiatives, making sure the voices of the people we support stay at the centre of how services are run and decisions are made. 

You were named Northern Healthcare's Team Player of the Year. What did that mean to you? 

It meant a great deal. The award recognised my commitment to creating a positive culture, supporting colleagues across multiple services, and keeping the focus on both staff wellbeing and person-centred outcomes. Being a team player is something I really value, so to have that recognised by the organisation was a proud moment. 

Developing other people seems to be a big part of how you lead. Why does that matter so much to you? 

Because investing in people is how you build resilient teams that deliver consistently high standards of care. I've supported a number of internal promotions and helped create clear progression pathways for colleagues, which also makes transitions smoother during periods of change. 

My leadership style is person-centred and values-based, I try to lead by example and bring a coaching approach, encouraging people to reflect, build their confidence and take ownership of their work. When colleagues feel valued and supported, it shows in the quality of care. 

Our Regional Operations Manager, Bianca Aylwin, once described working with me as "consistently positive and highly impactful," which honestly means more to me than any single achievement, because that culture is exactly what I'm trying to build. 

Your work clearly extends beyond your core responsibilities. Can you tell us about that? 

I provide on-call support across multiple regions to keep services safe and well supported, and I step in during challenging periods, whether that's managing service pressures, coordinating cover during staff shortages or resolving complex situations. 

I'm also passionate about attracting the next generation into the sector. Over the past year I've led recruitment events in schools and colleges, talking directly to students about the rewarding careers available in health and social care. 

And outside of work, I love getting involved in charitable initiatives. We've supported Mind, Race for Life and Andy's Man Club, which helps promote wellbeing both within Northern Healthcare and in the wider community. 

What kind of difference have you seen in the services you support? 

Across the services within my oversight, we've seen increased occupancy, stronger compliance, improved environmental standards and greater workforce stability over the past year. I've supported internal benchmarking audits to help services identify areas for development and build action plans that move them towards Outstanding standards. 

I've also helped develop pathways within our move-on services, supporting individuals to build greater independence, improve their wellbeing and achieve positive long-term outcomes. Ultimately, all of it comes back to enhancing the quality of care and support the people we serve experience every day. 

What advice would you give to someone just starting out, perhaps as a Support Worker themselves? 

Throw yourself in, take every opportunity to learn and never underestimate where a frontline role can lead. My time as a Support Worker is still the foundation of how I lead today. If you bring reliability, professionalism and a real commitment to the people you support, the opportunities will follow and at Northern Healthcare there's a genuine pathway to grow into. 

I'd also say invest in yourself. Say yes to the training, ask for feedback and reflect honestly on where you can improve. That's how you keep moving forward. 

Finally, what's next for you? 

I'm really excited about supporting Northern Healthcare's continued growth and innovation, including the development of new services in Rochdale and Southport. Personally, I want to keep developing by working towards my Level 7 and into more senior leadership. 

But whatever the role, my focus stays on championing high-quality, person-centred care that helps people lead meaningful lives. That's what this is all about for me. 

Inspired by Chloe's story? 

At Northern Healthcare, we're proud to support our people to grow, develop and build long-term careers in health and social care. Whether you're just starting out as a Support Worker or looking for your next leadership step, we'd love to hear from you.

Explore our career opportunities today