Job Description

Job Title: Care Excellence Officer

Hours of Work:

Full-time, 40 hours per week (flexibility required)

Location:

Community-based / Field-based

Reports to:

Registered Care Manager - Head of Care Operations & Excellence

Clinical Line:

Clinical Lead (Hub-based)

Role Purpose

The Care Excellence Officer is a field-based operational leadership role responsible for ensuring the safe, consistent, and high-quality delivery of care across an allocated hub of clients.

Working closely in a buddy model with a Clinical Lead, the role focuses on operational oversight, rota coordination, workforce management, and relationship building with clients, families, and care teams. The Care Excellence Officer plays a key role in maintaining service stability, continuity of care, and a positive experience for both clients and staff.

Key Responsibilities

Leadership & Relationships

Act as the operational lead for a defined hub of clients, ensuring services run safely and smoothly. Work collaboratively with the Clinical Lead to align operational delivery with clinical direction. Build strong, trusting relationships with clients, families, and care teams. Act as a key point of contact for operational queries, concerns, and service recovery. Support service start-ups, meet and greets, and relationship recovery where required.
Care Delivery, Quality & Governance

Ensure care is delivered in line with care plans, risk assessments, medication protocols, and company policies. Provide visible, hands-on operational leadership in the community. Respond promptly to service issues, incidents, or breakdowns, escalating appropriately where required. Support audits, inspections, and the implementation of quality improvement actions. Maintain accurate and timely records relating to care delivery and workforce oversight.
Rota Management & Workforce Coordination

Take responsibility for rota management within the allocated hub, ensuring safe staffing levels, appropriate skill mix, and continuity of care. Manage short-notice changes, sickness, and emergency cover to minimise disruption. Work with recruitment and operational teams to support workforce planning and onboarding. Rota management forms part of the role, alongside wider field-based operational leadership.
Staff Supervision & Performance

Provide direct line management to allocated care staff. Conduct regular supervisions, appraisals, and performance reviews. Undertake worker observations and non-clinical competency checks. Address performance, conduct, or capability concerns in line with policy. Support staff wellbeing, engagement, and retention.
Medication, Risk & Incident Support

Support safe medication practices and provide operational oversight in line with policy and training. Demonstrate working knowledge of medication transcription and escalate risks appropriately. Ensure care delivery is underpinned by robust risk assessments and raise concerns to the Clinical Lead where clinical review is required. Act as a first responder to operational incidents, supporting investigation and learning. Participate in the on-call rota as required.

Person Specification

Essential

Experience in a senior, field-based, or operational role within health or social care. Direct line management experience, including supervision, appraisal, and performance management. Proven experience in medication administration within a regulated care environment. Experience with medication transcription and governance processes. Strong understanding of care planning, risk assessment, and safe care delivery. Excellent communication, leadership, and problem-solving skills. Ability to manage competing priorities in a fast-paced, regulated environment. Confident using digital care systems, rota platforms, and medication records. Full UK driving licence and access to a vehicle.
Desirable

NVQ Level 3 or above in Health & Social Care (or working towards). Experience in complex or high-acuity care environments. Experience supporting audits, inspections, or quality improvement initiatives. Good working knowledge of CQC standards and regulated services.
Job Types: Full-time, Permanent

Pay: 35,000.00-40,000.00 per year

Benefits:

Company pension Work from home
Work Location: Hybrid remote in London EC2M 7PD