Job Opportunity | Service Manager Merseyside

Job Opportunity | Service Manager Merseyside

Service Manager of Domiciliary Care | Merseyside

Reporting to: Chief Executive Officer

Salary: flexible depending on experience

This is a new role as the company is expanding in to the Merseyside region. It is fantastic opportunity for an experienced Service Manager to join a progressive home care company with an extensive track record in providing domiciliary care. A generous salary is on offer with a bonus scheme based on achieving KPIs – details discussed at interview.

Key Responsibilities

The role will include the following key areas of responsibility:

  • Effectively manage the Connected Health Support Network, ensuring posts are adequately covered and that any training deficiencies are identified and addressed.
  • Take overall responsibility for the personal development of the staff within the teams and ensure staff issues are dealt with satisfactorily as they arise.
  • Ensure the teams are aware of their responsibility for contributing to the profitability of the company.
  • Develop channels for communication across the company and ensure open communication is fostered.
  • Produce monthly management report to the Responsible Person within Connected Health concerning performance.
  • Keep abreast of changes implemented in the Domiciliary Care Industry.
  • Attend staff, team, management and board meetings as required.
  • Oversee adherence to Adult Protection requirements and ensure appropriate Designated Officers are in place.

Job Requirements

  • Grow the business by developing and nurturing client relationships and promoting Connected Health services.
  • Demonstrate personal commitment to enhancing Client Service and adhere to Client Services Standards.
  • Pro-actively seek self-development.
  • Comply with all relevant legislation and codes of practice to which Connected Health subscribe to.


  • Liaise with Area Managers/Senior Care Assistant on staffing issues within the team(s).
  • Manage the recruitment process for new staff members,
  • Complete monthly salary, expenses and overtime return.
  • Complete monthly sickness return and monitor sickness returns for the team in line with Absence Management policy.
  • Complete staff planners for Connected Health ensuring all client visits are covered and make available to staff every Friday afternoon.
  • Deal with requests for leave and complete holiday list annually.
  • Create an environment within the team to ensure that all staff are free to speak their mind and foster open communication.

Training and Development

  • Complete appraisals for following ongoing observations and regular feedback.
  • Ensure appraisals are completed for all staff members in a timely manner, to a satisfactory standard.
  • Review the skills gaps within the team to identify staff development opportunities
  • Act as training for Connected Health and co-ordinate training sessions and ensure individuals not present receive the training at an alternative session.
  • Collate training statistics.
  • Maintain personal log for appraisal and self-development purposes.


  • Manage the administration of salaries and expenses.
  • Verify and authorise all bills for payment.
  • Monitor costs in line with Connected Health Financial Plans.
  • Investigate variances and present action plan to Responsible Person, Connected Health.

Operational Risk

  • Day to day responsibility to ensure correct adherence to the following to ensure satisfactory Audit Ratings in all areas:
  • Data Protection
  • Complaints
  • Health & Safety
  • Quality Assurance

Customer Service

  • Monitor complaints weekly and ensure all complaints have been actioned in line with regulatory requirements. Identify trends and issues for review with Responsible Person.
  • Ensure action plan is in place for Customer Service and remedial action is taken to address any issues highlighted.
  • Organise a training session on Customer Service every six months.
  • Where a staff member has been unable to deal with a Client Complaint, act as a second line of Management to follow up and resolve complaint satisfactorily.
  • Ensure all staff are familiar with the process of logging complaints and that all complaints are recorded by the official receiving the complaint and subsequently logged in a complaints register.


  • Proven experience in homecare/domiciliary care.
  • NVQ Level 4 or QCF Level 5 in Health and Social Care or similar.
  • Proven experience in business growth/development.
  • IT literate
  • Self-starter with high personal energy
  • High level customer service skill
  • Excellent people management skills
  • Excellent telephone manner
  • Good time management skills
  • Flexible and prepared to work as per the needs of the company

Applicants must have a full driving and access to their own transport. They will report to the Company Directors/Board and will effectively lead and manage the growing care at Connected Health, delivering all necessary business targets.