Registered Care Manager

This position is no longer vacant

Position:                      Registered Care Manager

Reports to:                  Managing Director

Location:                     Guildford

Hours of Work:           Full Time (Monday to Friday 8.30am -5.30pm) plus on-call

The purpose of the position is to lead the branch to fulfill its full potential in terms of client growth, customer and client satisfaction, regulatory compliance and financial performance.

  • To take responsibility as the person-in-charge for the day-to-day running of the branch including all CQC related activities.
  • To promote a caring environment for clients through the highest standards of professional practice and to ensure that each client receives care appropriate to their individual needs.
  •  To recruit, develop, manage and retain a cohesive and compassionate team of care workers and staff to meet our growth plans.
  •  To actively participate in the growth and development of the business.
  •  To establish Care Quality Commission (CQC) registration as the Registered Care Manager and ensure ongoing compliance with the essential standards of quality and safety.

Principal Responsibilities

The principal responsibilities have been split into 4 key areas:

1. Day-to-day Running of the Branch:

  • To use strong planning and organising skills to manage the day-to-day running of the branch and to use strong leadership to set and deliver the business objectives.
  • To manage the provision of all relevant information to prospective new clients
  • To manage the completion of high standard care and risk assessments
  • To decide whether or not the agency is able to meet the personal care needs of any prospective client and to negotiate an appropriate fee for private pay individuals
  • To ensure that each new client receives a written copy of the “terms and conditions” of engagement and ensure that each client and, where appropriate, their representative or carer understands them
  • To ensure that all computerised and manual records are up to date
  • To ensure that quality control systems are implemented and operated properly
  • To manage full ongoing compliance with CQC and Care Standards on a daily basis and to assist with Care Quality Commission registration where appropriate
  • To investigate complaints, take appropriate action and report to the person-in-control and/or the Care Quality Commission
  • To liaise with and co-operate with Care Quality Commission inspectors and inspections.
  • To ensure that legislation and regulations concerning environmental health, infection control, building control, planning and health and safety are complied with, and to advise the person-in-control accordingly where action is required. Ensure our policies are kept up to date.
  • To manage the provision of on-call utilising other members of the management and senior care team as appropriate.
  • To manage the production of accurate invoices and gross payroll/mileage calculations and actively manage debtors.
  •  To use initiative under difficult situations to find solutions to problems or identify opportunities.
  • To provide input to policies, procedures, processes and systems and ensure that they are consistently used across the branch and operational efficiency is maximised.
  • To ensure that any standards or requirements specified in client contracts (e.g. with Social Services) are consistently meet.
  • To ensure the timely and accurate production and circulation of business KPI’s and take proactive corrective steps to address underperformance.

2. Client Care: Managing Customer Relationships

  •  To ensure that the emotional, spiritual, physical, medical and material needs of the clients are recognised, assessed and, if appropriate met
  • To support clients in the taking of decisions in matters which affect their lifestyle
  • To make or contribute to the assessment of need of each client in conjunction with the client, relevant professional agencies and, where appropriate, the client’s family ensuring that high quality person centred care plans are in place for every client.
  • To ensure that client files are compliant with regulatory standards at all times
  • To promote relationships which enable each service user to participate in the life of the local community to the maximum of their ability
  • To ensure that, where a client is assessed as incapable of handling their own financial affairs, their money is handled properly and with the utmost probity and that records are kept of all financial transactions
  • To ensure the provision of care including that which may be provided by a competent and caring relative and which may include terminal care, under the direction of the GP and with the support of the community nursing service.
  • To take pro-active action from client feedback to avoid complaints and take prompt and appropriate steps to resolve complaints that are received in order to maximize client satisfaction and overall retention.

3. Staff Recruitment, Management & Development:

  • To manage the recruitment, appointment and deployment of all staff within the branch ensuring a pipeline of suitable staff are available to meet client demand
  • To ensure that there is good communication with and between staff and to run staff meetings-.keeping staff  informed on key matters and engaged in the continuous improvement of the business
  • To ensure that effective induction, supervision and assessment of staff is carried out and that training needs are identified and met in a timely manner
  • To provide advice to staff regarding safe and healthy working practices in the field
  • To ensure that employment protection legislation is implemented
  • To prepare or manage the preparation of staff rotas
  • To manage the induction and update training of all staff, ensuring compliance with minimum standards and company policy
  • To manage conflict by dealing with strong opinions and personalities where there are differing views and to defend the best interests of the company if necessary.
  • To manage HR and employment issues within the branch including quality performance reviews

4. Business Development:

  • To actively drive profitable growth and development of the business in the geographic areas for which you are responsible
  • To support the development of a live-in care proposition
  • To contribute towards and support marketing initiatives and activities
  • To drive client conversion rates to targeted levels
  • To work within agreed budgets to ensure the growth and profitability targets of the business are met.

Person Specification – Essential Criteria

The following qualities are required for the position:




Management experience of service provision in the care profession, ideally within a domiciliary care agency


Excellent communication skills


Skills in assessment and care planning with a good understanding of different conditions in order to deal with more complex care packages


Strong leadership skills with the ability to inspire and motivate others. The ideal candidate must be comfortable delegating responsibility and authority and managing through others


Experience of managing office and field based staff. The ideal candidate will be as comfortable providing praise as managing conflict and dealing with difficult staffing matters


Ability to proactively manage customer relationships


Good planning and organisation skills


Excellent knowledge of CQC standards and regulations and other legislation we operate under


An ability to balance commercial ambition and drive with compassion and empathy


Ability to cope with change


Approachable, even-tempered and patient


Ability to cope with pressure
Computer literate (ideally with an understanding of care based packages, e.g. PeoplePlanner)


Understanding and knowledge of financial management


Experience of business development