Customer Care Manager

Reports to: Registered manager

Purpose of role

To make sure customers receive excellent quality care and support to keep them safe and comfortable in their own homes. Compassion, good communication and management skills together with a calm and caring manner are vital for this important role in our company.

Key responsibilities

Manage an allocated team to provide safe, effective care and support that responds to each customer’s needs and preferences. Support each customer to live their life the way that they choose as far as they are able. Respect customers’ choices and always promote their dignity and privacy.

Duties

Work well with customers

·     Prior to each service commencing, carry out with customers, and / or their chosen representatives, an assessment of what the customer needs and what they would like to achieve from their complex care and support, together with a comprehensive risk assessment.

·     Foster good working relationships with our customers dealing with day-to-day issues.

·     Manage Enquiries ensuring a timely response to requests for care and information.

• Create and agree a written individually tailored plan of care and support that respects the customer’s wishes and promotes their dignity and privacy. Agree appropriate risk control measures to reduce identified risks. Keep care and support plans up to date to include a weekly audit of care notes.

·     Provide the customer and where appropriate their representatives with information about the service so that they are clear about what to expect and how they can raise any concerns.

·     Keep all information about customers and their families secure and confidential.

·     Carry out service delivery during periods of staff sickness and annual leave.

Work well with staff

·     Give care assistants appropriate information and guidance to provide care and support effectively and safely as agreed in the care and support plan

·     Work with the Bluebird Care coordinator to appropriately match support workers to customers and manage the flow of work using One Touch

·     Foster a working knowledge of our customer and staff base

·      Attend the customer's first call to introduce the member of staff. Report changes to care schedules without delay to the coordinator, customer, and Carer.

·     Manage a team of care staff and make sure work is allocated fairly.

·     Provide advice, inductions, training, supervision, and other support to the team of support workers and/or care assistants 

·     Take part in the out of hours emergency on-call rota as rostered. Effectively deal with emergency on-call issues, for example covering calls either directly or indirectly when care assistants/support workers are sick or absent. Record emergency calls and pass the information to appropriate parties. Create an on-call report for Registered Manager at end of rostered duty.

·     Arrange and manage support checks for our care team in the absence of the Care Supervisor.

Quality improvement

·     Support Registered manager to carry out investigations relating to the quality of the service and implement improvement actions.

·     Monitor the performance of support workers/care assistants and carry out quality reviews at the customer’s home to make sure the service is being delivered in line with company procedures.

·     Apply Bluebird Care policies and procedures at all times and make sure accidents and incidents are recorded, reported, and acted upon.

·     Make sure that care and support is provided in line with regulatory requirements and the Mental Capacity Act 2005 in England and Wales or Adults with Incapacity (Scotland) Act 2000 in Scotland.

·     Work effectively with customers, their families and representatives, other social and health care professionals and managers and staff from Bluebird Care to deliver high quality homecare services. Attending Multi-disciplinary meetings as required to ensure effective case reviews.

·     Weekly audit of complex /end of life care notes. Monthly Audit of allocated domiciliary care notes.

·     Support Registered manager to ensure Compliance.

·     Manage accident and incidents

·     Log and Monitor Complaints and compliments under direction of the Registered Manager.

·     Conduct interviews as required for new care staff.

·     Play a key role in monthly Manager’s meetings, Minute taking.

Work well as part of the Bluebird Care team

·     Work flexibly to meet business needs

·     Manage staff and customer review meetings

·     Lead and participate in training activities, appraisals, and development meetings.

This list is not exhaustive and additional duties may be required