About the role
As a Service Quality Manager, you will be responsible for ensuring and maintaining high-quality care services across our care home group, predominantly within the East Anglia but with occasional requirements further afield based on company needs. You will work closely with the operations team, care home managers, and staff to promote a culture of excellence, continuous improvement, and resident satisfaction. Your role will involve monitoring, evaluating, and enhancing service quality standards in line with regulatory requirements and company policies. You will also provide guidance and support to care home managers to ensure compliance and the delivery of exceptional care.
Reports to: Regional Operations Manager/ Operations Direct
Key duties and responsibilities
1. Develop and enact strategies for elevating service quality across all care homes.
2. Conduct regular audits and assessments to ensure adherence to regulations, policies, and best practices.
3. Identify improvement areas and take corrective actions to maintain service excellence.
4. Collaborate with managers to implement quality initiatives and follow care plans effectively.
5. Provide training and guidance to managers and staff on quality standards and procedures.
6. Stay updated on industry trends and regulations for compliance and improved service.
7. Support managers in preparing for inspections and audits.
8. Investigate incidents or complaints and take preventative measures.
Skills and attributes
9. Proven experience in a similar role within the healthcare or care home industry.
10. Sound knowledge of relevant regulatory requirements CQC
11. Strong leadership, communication, and interpersonal skills.
12. Excellent problem-solving and decision-making abilities.
What will you gain?
You will have the satisfaction of working with and being supported by an enthusiastic and caring team that puts people at the heart of the business. We know the happiness of our staff improves the service we give our residents. You will have plenty of opportunities to learn and develop your skills, and we have the procedures and processes in place to help you at every step.