Job Title: Service Manager

Location: South Tyneside Branch based in Jarrow (NE32 3DT)

Hours: Permanent Contract working 37.5hrs

Salary: Upto 28,000 per annum

Reporting to the Branch Manager, the Service Manager is responsible for the operational management of the care team to ensure the performance targets for care quality, service delivery and capacity maximisation [and cost] are achieved across all South Tyneside, Newcastle and Bamble Court sites.

Role & Responsibilities

• Business and Operational Performance
• Improve Business Development
• Establish excellent Client relationships
• Manage Client relationships
• Manage Team meetings, performance and KPIs
• Assist the Branch Manager in auditing the standard of service delivered to clients by conducting spot checks, undertaking client satisfaction questionnaires, attending review meetings and updating care plans as required
• Ensure the company in terms of all client relationships is in line with CQC, Quality Standards
• Identify staff and carers training needs to meet the required standards.
• Support with delivery of the on call rota, dependant on needs of the business. This will include being the designated contact for the OOH teams during evening / weekends and supporting all aspects of care delivery.
• Holding regular field based one-to-ones and drop-in centres, and engaging with Carers.
• Completing Carer annual personal development reviews.
• Managing Carer leavers and conducting exit interviews.
• Managing Carer leave & absence.
• Managing Carer requests for a change in their availability for work.
• Approve new customer set up, customer change in provision and termination of care and ensuring appropriate funder approval and payment.
• Managing customer concerns, compliments & complaints, including following safeguarding processes.
• Conducting final interviews of new Carers to assess suitability for role, and making final selection decisions.
• Managing Risk, Health & Safety within team, including accidents and incidents, and acting as an escalation point for emergencies.
• Leading and encouraging continuous improvement activity, reviewing targets, performance and improvement plans with the Branch Manager weekly.
• Reviewing team management information (MI) and holding daily support team reviews and weekly performance review meetings.
• Managing HR issues within the team
• Support with delivery of the on call rota, dependent on needs of the business. This will include being the designated contact for the OOH teams during evening / weekends and supporting all aspects of care delivery.

Qualifications & Experience

• Experience of managing teams.
• Proven people management skills and experience.
• Computer literacy, Excel, Word, Power point, email etc.
• Car driver with clean driving license
• Graduate or SVQ Level 3 and a desire to work towards the Registered Manager’s Award or equivalent.
• Proven background of strong customer ethos and commitment to quality standards.
• Competent level of financial awareness and ability to understand and react to budget analysis.

For more information about the role and package details please apply online today or contact Lynn on 01785 237826 or email [url="mailto:[email protected]"][email protected][/url] for an informal discussion.

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