Registered Care Branch Manager

Registered Care Branch Manager - Maidenhead
Our client are a leading provider of Home Care across the UK through their large network of branches. They are an award winning brand to work for and are currently looking to significantly expand their branch network. As a result of this expansion they are looking to recruit talented Registered Care Managers to open new branches across multiple locations.
Role Summary

• Responsible for the smooth, efficient and profitable day to day management of the branch and provide management, guidance and support to all branch staff, carers and customers
• To be the Registered Manager of the branch and to register with CQC within 6 months of employment
• Identify any areas of opportunity to improve the development and performance of the branch to retain and grow the branch hours
• Plan and attend customer visits on a regular basis to ensure communication and service standards are being maintained at the highest level
• To maximise the profitable growth of the branch by achieving challenging and realistic KPI's and targets that improve the growth of the branch
• To initiate, prioritise and manage a process for reviewing branch staff and carers that are underperforming
• Pro-actively support and manage cares and customers in the branch to retain staff and customers
• Ensure "Best Practice" is shared in the branch improve and exceed overall effectiveness, performance and service standards.
• To support the carers in the continual development of the brand and excellent service delivery to customers
• To work closely with key support office departments to ensure there is a clear and concise communication strategy that adds value to the branch
• To ensure the compliance and quality for all customers is met in line with CQC standards and legislative requirements. Lead and manage on any areas of performance and take action to improve where required.
• To ensure that all policies and procedures are communicated and implemented effectively within the branch
• Responsible for the recruitment of staff for the branch and for the ongoing performance of the branch staff
• Manage training delivery in the branch to ensure capacity is available and training days are used effectively

Responsibilities
High Performing Teams:

• Lead by example and be instrumental in creating excellent working relationships, ensuring that a professional manner is maintained at all time with members of the team, company, clients etc
• Provide the Area Care Manager with regular performance of the branch to include steps taken to improve any areas of underperformance, areas of opportunity along with an update on the progress being made with key projects
• Carry out regular monthly 1:1 meetings and appraisals with all direct reports to ensure that they receive regular updates on their performance and progress they are making with agreed objectives
• Ensure there is a clear development and succession plan in place for all direct reports to help improve their performance and maximise their potential.
• Ensure that everyone receives training and development in line with the training plan
• Work closely with all direct reports to identify any additional training or development required to improve performance of the branch
• Ensure there are regular meetings to improve communication and ensure that all staff are aware of the performance and direction of the branch and the company. Pro-actively celebrate success.
• Pro-actively lead the team to retain staff across the branch, ensuring staff turnover levels are within the agreed parameters by engaging and inspirational management
• Manage Employee Relations in the branch to ensure compliance, engagement and overall employee satisfaction.
• Keep up to date with developments in the care sector, identifying new opportunities and actively share best practise within the branch and across the organisation.

Financial Performance:

• Manage, report and monitor branch performance in line with the business development plan and ensure that plans are put in place to improve in line with budget expectation. Report progress being made with the agreed action plan to the Area Care Manager and share best practise
• Support and guide all staff and carers to understand and follow the brand guidelines and therefore deliver the highest standards across the service
• Proactively follow the Ways of Working to maximise branch and team performance
• To identify and actively participate in new business opportunities for profitability and growth in the branch
• Maintain and manage P&L
• In conjunction with the Area Care Manager identify any recruitment needs in line with the HVS programme and budget
• Manage the recruitment and induction of branch staff as required
• Plan and deliver regular meetings and contact with branch staff, carers and customers, ensuring actions are completed in a timely manner to ensure individuals feel fully supported
• Branch retention to remain in line with KPI's
• Branch growth and development to be achieved on a monthly basis in line with annual KPI's
• Understand and contribute to the improvement of the branch financial performance by implementing and required improvements and controls
• Identify service and policy development changes needed to ensure a continuing excellent quality service level in branch
• Ensure the branch is covered with adequate Out of Hours back up and be involved in the On-Call rota

Service Delivery:

• Support, coach and develop branch staff and carers consistently on how to exceed customer expectations, safety and service standards
• Ensure the branch consistently meets or exceeds customer expectations and service standards and using data available monitor growth, retention and customer satisfaction to ensure that results are achieved
• Ensure performance related issues both good and challenging within the branch team and carers are dealt with quickly and deliver coaching to improve performance
• Encourage and deliver feedback to carers including compliments received from the branch and support office
• Achieve conversion rates and monitor customer satisfaction to meet agreed targets and outcomes.
• Ensure all assessments and reviews are completed within agreed timescales, updated and documented effectively
• Ensure the team is developed to meet customer care demand and that carer rota's are monitored to ensure care calls are being met
• Work closely with key support office departments to ensure that customer and carer focus is always delivered
• Work closely with external providers involved with the customer to ensure the provision of integrated services
• Develop/Guide and support carers to deliver excellent customer service in branch to ensure the brand are the top provider for quality care
• Ensure all legislative requirements are met in including NMW and WTD
• Ensure there is a robust branch team to deliver induction and refresher training in branch
• Increase customer retention through excellent customer service and quality of care delivery by the carers
• Manage and resolve customer concerns and complaints in the branch to identify and prevent early potential loss or delivery of poor customer care. Investigate any complaints and action in a timely and professional manner.
• Provide a cover care service and deliver care when required

Compliance Excellence:

• Monitor and audit performance across the branch to ensure 100% compliance is achieved
• Conduct internal and external audits in line with regulations
• Work with the Quality BP's on continual improvement of business systems and processes to develop a better service to customers and carers
• Ensure all quality related policies and procedures are implemented effectively in the branch
• Create and drive a culture in the branch where monitoring and reporting on compliance is the norm
• Ensure the branch complies with CQC regulations, liaising with CQC as required and achieve 'good' or 'outstanding' in a CQC inspection or internal audit
• Ensure the branch complies with H&S in line with CQC regulations
• Use data to identify branch underperformance, putting action plans in place to deliver improvements to required standards
• Ensure all Safeguarding issues are reported, investigated recorded and managed in line with Company policy and procedure
• Ensure that Client and branch data and privacy is always maintained in line with internal audit and GDPR legislation

The Person Required

• High Performer
• Accountable
• Leadership
• Coaching and Mentoring
• Commercially Focussed
• Values Driven
• Driven to provide quality and service standards
• Passionate about care
• Self-Motivated
• Driven
• Planning and organisation skills
• Time Management
• Communication

Qualifications/Skills Required

• Level 5 Management in Care (or willingness to work towards and complete within an agreed timescale)
• Good working knowledge of KLOES
• Experience of managing within the Domiciliary Care Sector at Branch Manager Level (Desirable) candidates from other relevant care based roles with Management are also invited to apply

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