Service Quality And Compliance Manager

Job Role: Service Quality and Compliance Manager

Reports to: Director of Care Delivery

Location: Central London HQ / Hybrid

Salary: £40,000 - £45,000

Role Overview:

As Service Quality and Compliance Manager you will support the safe, effective and efficient delivery of our client's care operations, drive service excellence, and ensure their technology enhances the care experience for both clients and staff.

Job Purpose:

The Service Quality and Compliance Manager will manage the day-to-day delivery of operational care services across the organisation. This pivotal role ensures all aspects of the company's portfolio are undertaken to the highest standard through combining the needs of service users with the professional capabilities of the PA's, with a focus on integrating technology to optimise efficiency, quality, and compliance. You will champion a culture of excellence, ensuring that the services meet the required standards where, exceed client expectations, and align with our vision.

Key Responsibilities of the role of Service Quality and Compliance Manager

Leadership & Strategy:

• In conjunction with the Director of Care Delivery, develop and implement delivery strategy in alignment with the company's goals and technological capabilities.
• Ensuring that the team of care delivery executives, coordinators, and PA's deliver tailored services to the highest possible standards.
• Act as a key member of the Management Team, contributing to overall business strategy and growth.

Operational Oversight:

• Ensure the consistent delivery of high-quality, safe, and compliant care services across the organisations service user portfolio
• Monitor and improve service levels through the use key performance indicators (KPIs) such as client satisfaction and service efficiency.
• Workforce planning, PA onboarding, and training to maintain a skilled and motivated PA workforce
• Perform care matching to ensure packages are appropriately comprised and right-sized.
• Oversee Happiness Reporting metrics and make recommendations to improve care plans on an ongoing basis.

Technology Integration:

• Collaborate with the Technology Team to embed digital tools into daily operations.
• Drive adoption of technology among staff and clients to enhance care delivery and streamline processes.
• Use data analytics to identify trends, improve outcomes, and inform decision-making.

Compliance & Quality Assurance:

• Ensure all services are undertaken to the required standards, be the responsible manager for safe service delivery across our service user portfolio in line with full relevant UK standards.
• Lead on quality assurance processes, audits, and continuous improvement initiatives within our service delivery
• Manage risk and safeguarding procedures to protect clients and staff.

Stakeholder Engagement:

• Build strong relationships with clients, families, local authorities, NHS partners, and other stakeholders.
• Represent the company at industry events where required, promoting our tech-enabled care model.
• Address escalations and resolve issues promptly to maintain trust and satisfaction

Ideally you will come from a background of Quality Assurance, Compliance or Customer Care. Whilst you don't need to be clinically qualified for this role you do need to have come from a care background and have an understanding of domiciiary care.

If you think you fit the bill to take on this exciting role of Service Quality and Compliance manager then please apply today.

Real Recruitment Solutions is committed to a policy of equal opportunities across all areas of our business and at all stages in the selection process. Acting in accordance with the Equality Act 2010 and guidelines given by the REC, we treat everyone equally irrespective of sex, sexual orientation, gender reassignment, marital status, age, disability, race, ethnic or national origin, religion, political beliefs or membership or non-membership of a Trade Union.

From advertising vacancies, conducting candidate searches, selecting CVs, discussing vacancies and submitting details to clients through to interview preparation and at offer stage, Real Recruitment Solutions ensure that each candidate is assessed only in accordance with their merits, qualifications and ability to perform the relevant duties required by the particular vacancy.

Real Recruitment Solutions place an obligation upon all staff to respect and act in accordance with this policy and consistently review regulations as laid out by the REC to ensure our policy is updated and relevant across all aspects of recruitment in order to avoid unlawful or undesirable discrimination.