Registered Manager for Extra Care Queensway
Registered Care Manager Extra Care
Department: Operations
Reporting To: Head of Extra Care, Registered Manager
Role Summary
A Care Manager’s role is to manage the day to day running of Unique Senior Care operations within Orbit Independent Living Schemes, ensuring compliance with the Essential Standards of Quality and Safety and adhering to The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014/Regulations 2009 (Part 4\) in all aspects.
The Care Manager is responsible for acting in the best interests of the clients we support, through responsibility for the day\-to\-day management, quality performance, and growth of care and communal cleaning services within Extra Care Housing schemes, aligning with the strategic business objectives (SBOs) of the company. Reporting to the Head of Extra Care (Registered Manager), the Care Manager will ensure compliance with regulatory requirements and lead a high\-performing, client\-focused team.
This is an immersive role that requires the ability to work at pace, balancing tactical thinking with day\-to\-day execution in a fast\-moving environment.
Key Responsibilities
Service Management
- Ensure compliance with CQC regulations, promptly reporting incidents to the Registered Manager.
- Oversee the daily operations of the service, ensuring smooth and efficient service delivery.
- Manage the allocation and scheduling of client calls in collaboration with the Extra Care Care Coordinator, ensuring continuity and client/caregiver matching.
- Lead the team to achieve monthly KPI targets, preparing accurate and timely weekly KPI and monitoring data.
- Conduct thorough audits of client logs, eMARs, and incident records, implementing a lessons\-learned approach to drive continuous improvement.
- Oversee the workload of Shift Leaders and maintain up\-to\-date Key Working lists as clients and staff join or leave the service.
- Manage the communal cleaning service to a high standard, ensuring quality and efficiency.
- Put clients at the heart of the service through the Client Connect strategy, ensuring communication is clear, consistent, and timely.
- Hold monthly client meetings, manage complaints and feedback, and ensure timely communication and resolution.
- Distribute newsletters, updates, and other communications to keep clients informed.
- Ensure care and risk management plans are up\-to\-date, compliant, and client\-centered.
- Line manages the care team, promoting a culture of engagement, accountability, and performance.
- Support staff through effective onboarding, training, and development, ensuring a low churn rate and high\-performing workforce.
- Conduct employee reviews, manage HR processes including disciplinary investigations and absence management, and lead recruitment interviews.
- Encourage and oversee champion roles within the team, ensuring meaningful activities take place.
- Provide leadership that inspires trust, commitment, and alignment with the company’s values.
- Build and maintain strong relationships with housing providers, healthcare professionals, and community partners.
- Represent the company as a professional and trusted partner, ensuring collaboration to achieve shared goals.
- Organizational Excellence: Exceptional ability to manage multiple priorities, ensuring efficiency and high standards across the service.
- Leadership: Proven leadership skills with the ability to inspire, motivate, and develop high\-performing teams.
- Communication: Strong interpersonal and written communication skills to engage with clients, staff, and stakeholders effectively.
- Problem\-Solving: Analytical and solutions\-focused approach to managing challenges and driving improvement.
- Values\-Driven: Live and promote the company’s ASPIRE values, demonstrating integrity, passion, and commitment to excellence.
- Ambassadorial Skills: Represent the company positively in all interactions with clients, staff, and external partners.
- Achieve monthly KPI targets for service quality and performance.
- Maintain compliance with all CQC standards and regulatory requirements.
- Deliver on client satisfaction targets, ensuring swift resolution of complaints.
- Reduce staff churn rates through effective engagement and development initiatives.
- Provide timely and accurate reports on service performance, including KPIs and monitoring data.
- Collate evidence for CQC inspections, demonstrating compliance, and a culture of continuous improvement.
All staff are expected to manage data responsibly and in compliance with GDPR and Unique Senior Care’s internal policies. This includes maintaining confidentiality, safeguarding sensitive personal data, and following best practices in data storage and access.
CQC \& Recruitment Compliance.
Ensure adherence to CQC and Safer Recruitment standards across all People processes, from initial candidate engagement to ongoing employment and training.
Performance \& Continuous Improvement.
All team members are expected to contribute to continuous improvement through professional development, feedback, and high\-quality service delivery.
Continuous Professional Development (CPD)
All staff are encouraged to engage in continuous professional development to enhance their knowledge, skills, and performance. This includes identifying training needs, participating in ongoing learning activities, and applying new knowledge to improve service quality. Managers are responsible for supporting their teams in accessing relevant CPD opportunities and embedding learning into everyday practice.
Qualifications and Requirements
- Excellent management and leadership skills.
- Proven hands\-on experience as a Caregiver for 2 years and preferably, experience in a supervisory or leadership position within a care setting for 1 year.
- Understanding of Equality and Diversity principles.
- Level 2 or 3 qualified, or willing to work towards.
- A comprehensive understanding of person\-centred care principles and a commitment to promoting the well\-being and dignity of residents/patients/clients.
- Strong communication and interpersonal skills to effectively engage with care team members, residents/patients/clients, families, and other stakeholders.
- Sound knowledge of healthcare regulations, standards, and best practices including good knowledge of CQC.
- Excellent organizational and time\-management abilities to prioritize tasks and manage multiple responsibilities.
- Demonstrated problem\-solving and decision\-making skills, with a focus on achieving positive outcomes for residents/patients/clients and proven experience of holding difficult conversations.
- Proficiency in computer applications and electronic record systems, demonstratable experience in administration and handling of paperwork.
- Excellent computer skills, including use of the Microsoft Office Suite. Computer literate, and have strong knowledge of using Outlook, Word and Excel.
- Demonstratable experience in administration and handling high quantities of paperwork and data.
- Ability to adapt in an ever\-changing environment and always maintain excellent customer service standards.
- Familiarity with office equipment and phone systems.
- Exceptional customer service skills and phone etiquette.
- Compassion, empathy, and a genuine passion for providing quality care to vulnerable individuals.
- Able to multitask and act decisively. Maintain discretion whilst simultaneously able to adapt to and manage change.
- Full driving license and your own car
- A Disclosure and Barring Service check.
To be recognised locally as the outstanding provider of home care services, by always ensuring that we put people above all else.
Our Values
Our values shape who we are and how we work. We want like\-minded individuals who share our mission to care for compassion and to strive for continuous improvement.
ASPIRE to Inspire:
- Accountable: Act with honesty and integrity at all times.
- Support: Engage and support both clients and colleagues.
- Person Centred: Value each person as an individual.
- Involve and Include: Use a ‘you said, we did’ approach to feedback.
- Respect and Dignity: Honour the uniqueness of every client and colleague.
- Excellence: Listen, value, and innovate to improve the future
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