Job Description
Responsible for managing all aspects of client services to ensure a consistently high-quality, person-centred care experience.
The Role:
* Work closely with the Registered Manager to coordinate the development of a high-quality private domiciliary care service in the local area.
* 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 detailed care planning and risk assessments, ensuring compliance with relevant legal and regulatory requirements.
* Write, review, and update client care plans and risk assessments, ensuring they remain current and reflective of individual needs.
* Maintain and update all relevant client records on the ACP care management system, ensuring accuracy and compliance.
* Oversee the management of medication for each client, including ensuring that Medication Administration Records (MAR) are correctly created, reviewed, and maintained.
* Ensure successful operation of quality control systems and perform regular quality assurance visits for clients.
* Continually review and improve processes to ensure the most effective and efficient service is always being delivered.
* Effectively manage complaints and incidents, carry out investigations relating to service quality, and use findings to initiate improvements.
* Promote a positive culture aligned with the Home Instead ethos and values.
* Provide inspired leadership to the team, ensuring exceptional service is delivered and workloads are managed with safe staffing levels.
* Take part in disciplinary investigations, interviews, and meetings, following company policy and in conjunction with guidance from the HR provider.
* Ensure that policies and procedures are adhered to by all employees.
* Maintain the accuracy and integrity of data across all relevant platforms.
* Keep up to date with changes in legislation and regulations.
* Proactively identify own development areas in line with business objectives and the duties of the role, taking action within a reasonable timeframe.
* Participate in the on-call rota, providing out-of-hours support and guidance to the care team and clients when required.
* Carry out any other duties deemed necessary for the successful operation of the business.
Qualifications
* 3+ years care experience with a proven track record in providing consistently excellent customer service.
* Proven experience in leading, training, and managing a team to deliver high-quality domiciliary care services.
* Have or be willing to work towards a Level 4 Diploma in Leadership for Health and Social Care or equivalent.
* Excellent knowledge of compliance and legislative requirements under the Care Standards regulations.
* Strong skills in care assessments, care planning, and risk assessments.
* Experience in managing medication and MAR charts.
* Good understanding of care systems and digital processes, particularly Access Care Planning or similar platforms.
* Excellent interpersonal and communication skills.
* Ability to inspire others and build strong working relationships.
* Highly organised, with effective planning and time management skills.
* Commercially aware with influencing and negotiating skills.
* Demonstrated achievement of business growth targets.
* Ability to work accurately and calmly under pressure, managing multiple priorities.
* Flexible to meet the demands of the business, including participation in an on-call rota.
* Working knowledge of IT systems, including Microsoft Office or Google Suite, databases, and virtual communication platforms.
* Full UK driving licence and access to a vehicle (essential due to travel requirements for assessments and emergency support).
Additional Information
Benefits:
* Casual dress
* Company pension
* Employee discount
* Free flu jabs
* Health & wellbeing programme
* On-site parking
* Sick pay