Quality and Engagement Manager
Location: Feltham TW14, Extra Care Scheme / Supported Living Accommodation.
Salary: £32,305 + Benefits.
In addition to conventional Quality Management experience, this role can be suitable for an experienced Care Coordinator or Deputy Care Manager.
Responsibilities
* Quality Assurance & Compliance: Conduct regular audits and governance reviews to identify risks, ensure regulatory compliance, and support the implementation of improvement plans. Provide training, mentoring, and practical support to branch teams to enhance service quality and achieve high compliance levels.
* Customer Engagement: Act as the main point of contact for customer concerns and feedback, including Voice of the Customer reviews. Analyse feedback data, collaborate with the Branch Manager on improvements, and maintain a visible presence within the Extra Care Scheme to ensure ongoing customer satisfaction.
* Operational Support & Mentorship: Support care professionals and branch staff through training and mentoring on care delivery, reporting systems, and policy implementation. Assist with investigations, contribute to change management initiatives, and provide hands‑on support during service challenges or crisis situations.
Qualifications
* Strong knowledge of the social care sector, including regulatory and clinical requirements in community settings.
* Confident user of Microsoft Office (especially Excel) and digital compliance/reporting tools.
* Excellent organisational, time management, and communication skills.
* Collaborative team player with a proactive, adaptable, and solution-focused mindset.
* Committed to high standards of customer care and aligned with company values.
* Experience in social/community care is essential; quality/compliance experience.
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