As Care Quality and Experience Manager, you will be working closely with the Founder and Registered Manager in an inspiring and supportive environment to drive quality assurance and continuous improvement to ensure our clients receive the highest quality care, and our team are valued, inspired, and supported.

The ideal candidate will be passionate about outstanding quality and proactive in identifying opportunities to enhance quality and areas for improvement, as well as implementing quality control measures.

This is a growing company with exciting opportunities. You will have a proactive and growth mindset, be driven to help take the company to the next level and always looking at ways to improve our service offering and operations so we continue to deliver the best care.

Your role includes but is not limited to:

• Support with onboarding and initial assessments - to ensure our clients have a seamless onboarding experience in line with CQC expectations including supporting to develop personalised care plans , matching care companion and clients appropriately, making introductions.

• Undertake care reviews - to ensure the ongoing needs and preferences of our clients are met and exceeded, and any changes to care plans are made in a timely manner.

• Support to drive high quality care and outstanding experiences – gather feedback, undertake audits and quality visits, support with rostering, maintain accurate records of quality inspections, audits, and corrective actions taken, review daily notes and eMARs, drive quality and safety in care and other compliance practices, and develop and drive new and innovative ideas and initiatives to enhance the lives of our clients.

• Operational processes – support to review, refine and further develop operational processes including those that support quality assurance, and assist in the development of quality metrics and reporting systems to monitor performance.

• Support our team of Care Companions - to ensure everyone is inspired and enabled to deliver the highest quality support for example, day-to-day support to questions and queries, induction and training as part of The Bronte House Training Academy, mentoring, team member recognition, undertaking competency assessments, supervisions, spot checks, care certificate observations and other initiatives to drive the highest quality care.

• Lead and champion Bronte House values and approach to careas well as day to day operations, policies and procedures - whilst adopting a kind, open and approachable leadership style which supports personalised care and support, and ensuring you lead by example at all times.

• Undertake care visits – this role involves that of a Client Care Companion including personal care, medication, transport, activities of day-to-day living, companionship and emotional support to name a few (as outlined in the Client Care Companion job description).

• Take part in on call as part of the senior team.

• Support with operational admin to ensure operational and CQC compliance and to ensure evidence is prepared to support us to achieve an Outstanding CQC rating.

• Support with development of Bronte House in the community to build up our brand and raise awareness of the bespoke service we offer.

• Ensuring that you positively contribute and work with the wider team at Bronte House by upholding our strong values and culture of teamwork and continuous improvement.

• Working in a professional, polite and positive manner in accordance with best practice, regulations, industry and company standards, as well as promoting and safeguarding the welfare of our clients.

• Contributing to the wider development of Bronte House to ensure we deliver the highest quality care for example, attending The Bronte Club events, providing operational support as required, attending team meetings and training.

• Attending team meetings and undertaking ongoing training and professional development to ensure you’ve the skills and knowledge to deliver high quality care.

The list is not exhaustive list of duties and tasks. The job holder may be required to undertake other duties or tasks to meet the needs of the business. The job description is subject to regular review and appropriate modification.

• A naturally caring attitude and inspiring approach to leadership which is underpinned by kindness, empathy and patience is crucial for this role. To look after people and deliver exceptional care, you need to naturally care about others. We can’t teach you this.

• An uncompromising commitment to quality, driving and promoting best practice.

• Proven experience in a quality assurance or quality control.

• Strong attention to detail with excellent organisational skills.

• A strong customer service mindset with a friendly, positive, ‘can-do’ outlook whilst always wearing a smile.

• A flexible and proactive approach so you can adapt to and address different situations quickly - no two people are the same, no two days are the same.

• To be open to learning opportunities and looking at how we can do things better so we continuously improve our service for clients and the team.

• The ability and desire to build relationships and a rapport with our clients by establishing personal connections and showing an interest in their lives, as well as the wider team and circle of care as part of our ‘one team approach’.

• Excellent communication skills including both verbal and written English, as well as the confidence communicating with people at different levels.

• Understanding of and commitment to maintaining client confidentiality.

People are at the heart of Bronte House. We care deeply about our team and your overall wellbeing.

We’re committed to ensuring we provide a culture that cares about both our clients and our team; an environment where you can grow and thrive. That’s why we’ve invested in developing a unique and industry-leading benefits package as outlined here. It’s how we care for you, whilst you care for others.

This role is subject to DBS and reference checks. Sponsorship is not available for this role and all candidates must have a Right to Work in the UK.

A full UK driving licence and access to your own vehicle with appropriate business insurance is required

Bronte House Group is committed equality, diversity and inclusion, and promoting equal opportunities in employment and in the workplace. We welcome applications from all suitably qualified candidates regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

We are happy to consider any reasonable adjustments that candidates may need during the recruitment process, please do get in touch.