Job Description

Job Title: Service Manager

Reports to: Registered Manager and Operations Manager

Location: A M C House, 12 Cumberland Avenue, London, NW10 7QL

Contract Type: Full-time

Closing Date: 01/10/2025

Job Purpose

The Service Manager is responsible for overseeing the day-to-day operations of DCL-PRO Services' domiciliary care and supported living accommodations. The role ensures the delivery of high-quality, person-centred care in line with current legislation, policies, and DCL-PRO's ethos. The Service Manager will lead staff to uphold dignity, respect, independence, choice, and control for all service users while ensuring compliance with all regulatory and contractual obligations.

Key Responsibilities

Leadership & Management

Provide inspirational leadership and day-to-day management to care and support teams.

Promote and embed DCL-PRO's values, ethos, and standards across all services.

Ensure effective team performance through supervision, appraisals, and development planning.

Monitor and manage staff performance, addressing underperformance when necessary.

Ensure all new staff are properly inducted, and probationary reviews are completed.

Operational Oversight

Ensure services meet and exceed CQC and contractual standards.

Maintain high levels of compliance with policies, procedures, and legislation.

Manage service user referrals, assessments, care planning, and reviews.

Oversee scheduling and rostering of staff to meet client needs.

Ensure all health & safety policies are adhered to, minimising risk.

Quality Assurance

Conduct regular audits, spot checks, service reviews, and satisfaction surveys.

Manage and respond to complaints and feedback appropriately.

Monitor KPIs and report performance data to the management team.

Promote a culture of continuous improvement and learning.

Stakeholder Engagement

Act as an ambassador for DCL-PRO Services in local authority meetings and networking forums.

Foster positive working relationships with families, professionals, and commissioners.

Organise and chair regular service user, staff, and stakeholder meetings.

Strategic and Business Development

Contribute to business growth through high service standards and relationship-building.

Assist in strategic planning and service expansion.

Manage budgets and ensure cost-effective delivery of services.

On-Call & Emergency Cover

Participate in the on-call rota and respond to service emergencies outside normal hours.

Step in to support frontline delivery in emergencies or staff shortages.

Person Specification

Essential Qualifications & Experience

NVQ Level 4 (RMA) or Level 5 Diploma in Leadership for Health and Social Care.

Proven management experience in domiciliary care or supported living.

In-depth understanding of CQC regulations and the Key Lines of Enquiry (KLOEs).

Demonstrated experience in team management, supervision, and appraisal.

Experience with risk assessment, care planning, safeguarding, and quality assurance.

Desirable Experience

Experience as a Registered Manager or Deputy Manager.

Previous experience as a CQC Inspector or in a compliance role.

Experience working with local authorities and commissioning bodies.

Skills & Attributes

Strong leadership, decision-making, and organisational skills.

Excellent verbal and written communication.

Resilience and ability to work under pressure.

Confident in problem-solving and conflict resolution.

Ability to develop, motivate, and mentor staff.

Commitment to equality, diversity, and inclusion.

Proficient in MS Office and care management software.

Additional Requirements

Satisfactory enhanced DBS check.

Ability to provide original certificates for required qualifications.

Flexibility to work outside of normal hours when required.

Full UK driving licence (preferred).

Application Process

If you are passionate about delivering high-quality care and meet the criteria above, we'd love to hear from you. To Apply: Send your CV and a covering letter to hr@dclpro-services.com Or contact Deqa Dirie on 07912043687 for more information. DCL-PRO Services is an equal opportunities employer. We are committed to building a diverse workforce and ensuring no applicant is disadvantaged due to personal or protected characteristics.

Job Type: Full-time

Pay: 32,000.00-34,000.00 per year

Schedule:

Monday to Friday
Work Location: In person