Job Description Job Purpose To be accountable for the management of all aspects of client services, ensuring compliance with all governing body requirements and legislation relevant to the service. To lead a team of Key Players to proactively manage the needs of the clients and the day to day running of the office. To work closely with the Franchise Owner to develop a high quality private homecare service for people in the local area The Role Clients Promote the highest standards of care and service with a focus on person centred care. Manage the process of client acquisition from initial contact to conversion adhering to company policy. Carry out care planning and conduct risk assessments ensuring compliance to relevant legal and regulatory requirements. Effectively managing complaints and incidents, carrying out investigations relating to the quality of the service, and using those findings to initiate improvements. Ensure relevant reports are forwarded to relevant bodies e.g. CQC, Care Inspectorate, Care Inspectorate Wales, The Regulation and Quality Improvement Authority and Safeguarding. People Recruit, train, manage and motivate a high performing team of key players focused on the needs of clients and Care Professionals. Define clear roles and responsibilities, providing feedback and guidance to improve efficiency and effectiveness. Ensure that current employment, equal opportunities, and health and safety legislation, together with good practice are consistently applied within your areas of responsibility Business Operations Actively support driving selling in the service culture and growth mentality throughout the business. Take full responsibility for the day to day client care operations. Agree objectives for meeting business performance targets and continually review. Deliver on targets within agreed budgets. Organise and co-ordinate care operations to ensure maximum productivity. Gather, analyse and interpret key reports to ensure that business is achieving maximum productivity. Quality Act as the Registered Manager managing the regulated activity for the office. Oversee compliance with regulators, legislation and Home Instead’s Franchise Standards. Ensure relevant reports are forwarded to relevant bodies e.g. CQC, Care Inspectorate, Care Inspectorate Wales, The Regulation and Quality Improvement Authority and Safeguarding. Monitor the measurement of the client experience through the key players and strive to continually improve. Ensure that the business has the adequate and suitable resources to carry out operational activities. Ensure the team meet and exceed all Home Instead standards, regulations and legislation requirements and provide industry leading quality and compliance. Continually update job knowledge through participating in opportunities, reading professional publications, maintaining personal and professional networks to continually add value to your accomplishments. Legal and Finance Ensure successful operation of all policies, processes, procedures, and systems and implement a culture of best practice. Provide weekly/monthly activity reports for meetings with the director to provide comprehensive business updates. Protect the organisations value by keeping information confidential and in line with legislation. Carry out any other duties deemed necessary for the successful operation of the business. Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.