Service Manager / Care Coordinator - Hounslow

Service Manager / Care Coordinator - Hounslow Hounslow, TW4 6JQ Contract Type: Full Time Contract Details: We will offer full time contracts and maybe part time in some cases Salary: £24784.50 - £28860 Working Hours: 37.5 Job Category: Care Management 25/11/2026 - 29 days remaining Apply for this job

Job Introduction

Position - Service Manager
Area - Hounslow
Role - Office based (potentially Hybrid)

MAIN PURPOSE OF POST

• To manage a team of care and support workers to provide independent living and enable customers live in their own home by providing a high standard of personal care and practical assistance
• To allocate regular care and support workers to customers visits in line with company policy
• To ensure continuity of care to each customer
• To support the management of the organisation by providing assistance with case reviews, supervision of new staff and general management tasks, e.g. on-call
• The on-call responsibility will be considered to be part of the overall role
• To oversee a geographical area and to be responsible for the customers within this zone
• To ensure all the customers in the zone are receiving a high standard of care and support

KEY ROLES, TASKS & RESPONSIBILITIES CARE

• Ensure that all company policies and procedures are adhered to
• To manage your own geographical area which includes line managing the care and support workers when there is under performance or failure to adhere to company policy and procedure
• Undertake case reviews as directed by the Registered Manager. This may include care plan reviews, customer surveys and environmental assessments;
• When required carry out initial risk and needs assessments (person centred plans) with all new customers and reviewing these at least annually
• Dealing with complaints, concerns and suggestions and following these through appropriately
• Train all new care and support workers in line with company policy
• Undertake supervisory visits with new staff members. This may include unannounced visits whilst care and support workers are working and supported visits with new staff to familiarise them with care practices for each customer;
• Carrying out at least 3 monthly reviews/end of probationary and annual appraisals for all care and support workers in your team
• Ensure care and support workers are carrying out their roles to the highest standard and managing their performance where there are concerns
• Work on-call. This will involve holding the on-call phone, managing the off-duty rota and responding to emergency issues. This role will be supported by the management team
• Support the management team in developing the service. This may include attending staff meetings, attending external meetings and engaging in some marketing activity
• Manage the call times for all care and support workers and customers using the computerised rostering system and ensure all call times are entered at the correct time
• Ensuring adequate travel time is implemented in between every call
• Ensuring no calls are “crammed” unless there is an emergency situation
• Ensure all customers are communicated with properly and are informed of all changes to their package
• Ensure call monitoring is used effectively. Ensure that every care and support worker logs in and out at least 95% of the time
• Assess social and health care needs of new customers, and maintain on-going assessment and review of all other customers
• Undertake direct domiciliary care if required. Assist customers in all aspects of their care needs, and provide supervision and attention where necessary

ASSIGNING CARE AND SUPPORT WORKERS TO CUSTOMER VISITS

• Manage the call times for all care and support workers and customers using the computerised rostering system
• Expected to be available out of their contractual hours on a mobile for issues that occur in their branch
• May be required for advice, guidance and support in reference to their customers and care and support workers
• All must be signed off as care and support workers will be expected to care and support their customers if required
• Manage the computer rostering system and ensure it is continually up to date
• When booking a care and support workers for a call, ensure they are properly trained to carry out the role and that they have the correct travel time
• Ensure the roster has minimal travel time in between calls. Aim to devise rosters which can be walked around to promote “a healthy and environmentally friendly “roster
• Maintain up to date care plans for each customer within the computer system
• Informing all customers of any changes that occur to their package of care and support in a timely way and ensure this is logged
• Ensure a Field based Manager accompanies any care and support workers to a new customer
• Carry out telephone checks, in line with quality assurance, to every customer to ensure their service is at a high standard. Where there are issues, resolving these quickly and effectively in line with the complaint/issues procedure
• Ensuring the telephone is answered within three rings and dealing with all telephone enquiries in an enthusiastic way. It is essential to be positive with everyone
• Ensure that when calls are covered for holiday, sickness or an emergency that this is done in line with our policy. Every customer visit needs to be treated with respect and it is vital to ensure that service user is aware of any changes
• Respect the environment and the company’s resources in the way you work
• Adhere to all company’s policies and procedures

COMMUNICATION

• Ensure a high level of communication is maintained between all employees and customers.
• Hold meetings in line with the company policy or more often if required.
• Liaise with senior staff members and care and support workers to ensure that the highest standard of service is provided, using appropriate media for example, email, text, newsletters etc.
• Ensure all staff members are aware of the company’s policies and procedures

HEALTH & SAFETY

• Report immediately to the Registered Manager any illness of an infectious nature or accident incurred by a customer, colleague, self or another. Be responsible for infection control in conjunction with the company
• Report to the Registered Manager any faulty appliances, damaged furniture, eq