Job Description
OVERALL OBJECTIVES:
* Ensure all customers consistently receive person-focused care promoting health and well-being.
* Lead by example in delivering support and care that upholds quality, respect, dignity, independence, and choice for every customer.
* Proactively identify and implement opportunities to enhance support and care to exceed customer expectations.
About The Role
MAIN DUTIES:
Delivering the Vision
* Manage all aspects of the support and care provision through the At Home Service to ensure a profitable, high-quality service.
* Lead by example in treating all customers and employees with equality, dignity, and respect, fostering an environment where discrimination and harassment are challenged.
* Handle face-to-face and telephone inquiries efficiently, professionally, and with a friendly demeanor.
Quality Management
* Demonstrate pride in the job and organization.
* Maintain a professional appearance in line with uniform standards.
* Deliver support and care according to individual support plans, the Quality Management System, and instructions from the Outreach Manager.
* Maintain cleanliness and minimize intrusion in customers' homes.
* Ensure health and safety of self and customers through best practices and Westward Care Health and Safety guidelines.
* Complete all paperwork accurately and within agreed timeframes.
Setting Standards
* Contribute to setting support and care standards aligned with Westward Care Ltd vision, values, and regulatory requirements (CQC legislation and regulations: “Essential Standards of Quality and Safety”).
* Implement standards through effective training across all employee stages.
* Gather and act on customer and family feedback to improve support and care.
Being Part of the Team
* Support Westward Care Performance Management Policy through supervision meetings.
* Participate in recruitment and selection to maintain a competent team.
* Inspire and empower team members to excel.
* Collaborate effectively to deliver care and ensure At Home Service operations run smoothly.
* Share knowledge, skills, and information to enhance customer experience.
* Participate in mandatory and identified training and development.
Communication
* Provide timely information and feedback on activities to the Outreach Manager as agreed.
* Utilize various communication methods to meet customer needs and build positive relationships.
* Maintain confidentiality as required.
* Attend team and individual meetings with Line Manager as needed.
Customer Service
* Deliver support and care promoting independence, dignity, respect, and choice.
* Encourage customer participation in social and leisure activities.
* Lead by example in support and care, proactively resolving issues identified by customers, employees, and visitors.
* Identify opportunities for continuous improvement in customer service and suggest new services to the Outreach Manager.
* Create a positive first impression for customers.
* Foster a customer-first ethos, treating internal and external customers with equal respect.
Profitability and Growth
* Manage resources efficiently to minimize waste and deliver high-standard care.
* Communicate efficiency opportunities within own role and team.
* Promote Westward Care Ltd’s services and facilities effectively.
ADDITIONAL INFORMATION:
* Expected to cover sickness and holidays.
* Required to work unsocial hours, including nights, weekends, and Bank Holidays as needed.
* Service operates 24/7, requiring flexibility.
* Participation in an ‘on-call’ rota expected.
* Job description subject to review and change in consultation with the post holder.
Level of DBS disclosure required: Enhanced
Skills Needed
About The Company
Passionate about making a difference
Here at Westward Care, we all share the same ambition – to deliver the very best care and support. It’s our aim to make a real difference, always prioritising health and happiness in everything we do. And with our on-going training and development, we’re always learning new ways of meeting the changing needs of older people.
Company Culture
Quality. We aim high when it comes to our care and our facilities. We settle for nothing short of excellence.
Respect. We give all our residents the freedom to live a full and active life, respecting their privacy and dignity, giving them the support they need to control their own lives.
Integrity. We take pride in our openness and honesty, keeping the promises we make to our residents and to each other – building confidence and trust.
Service. Customer Service defines everything about our approach to care and support. We always go the extra mile for our residents and their families.
Desired Criteria
Required Criteria
* To have experience working in extra care or domiciliary settings
Closing DateMonday 23rd June, 2025