Service Manager

Job Title: Service Manager

Location: Northwest

Responsible to: Head of Operations

Summary of Main Duties and Responsibilities:

Support and develop allocated services within Progressive Care to provide excellent and high-quality care/support.

Provide line management, guidance, mentoring, and support to Unit/Home Managers to ensure effective management of services.

Ensure Progressive Care continuously strives to obtain new business and is on all frameworks, submitting new tenders.

Key Responsibilities:

• Assist the Head of Operations in providing vision, leadership, and strategic direction.
• Take responsibility for the day-to-day operational performance of allocated services.
• Develop a culture of personal responsibility, accountability, and commitment to company values.
• Ensure high standards of service provision and operational performance.
• Direct and manage operations within allocated services efficiently and profitably.
• Collaborate closely with the Head of Operations and other senior managers.

Referrals/Marketing and Developments:

• Supervise and support referrals and marketing processes.
• Ensure Progressive Care is on all frameworks for referrals and placements.
• Support the tender process for allocated services.
• Represent Progressive Care at conferences, meetings, and forums.
• Collaborate with design for website development and upkeep.

Planning and Service Delivery:

• Develop a service-user centred approach to service delivery.
• Ensure successful delivery of services through business planning processes.
• Establish service contacts and monitor competitive and commissioning trends.
• Foster a culture of innovation and develop new services and opportunities.
• Ensure regulatory compliance, quality assurance, and target occupancy levels.

Working in Conjunction with Other Senior Managers:

• Ensure allocated services have the resources and support needed to achieve objectives.
• Implement processes and procedures for consistent delivery of high-quality outputs.
• Develop and monitor quality assurance practices and procedures.
• Foster a cohesive team environment and culture of trust among senior managers.

Clinical Governance:

• Maintain high standards of customer service, accountability, and profitability.
• Ensure compliance with clinical governance requirements.
• Develop systems and processes for effective delivery of clinical governance.

Management & Human Resources:

• Provide line management, guidance, and support to Unit/Home Managers.
• Manage HR issues and develop appropriate HR policies and practices.
• Contribute to staff development programs and recruitment efforts.
• Manage staffing levels, recruitment, disciplinary, and grievance procedures.

Performance Management:

• Implement operational performance management systems.
• Ensure financial targets and operational goals are monitored and achieved.
• Take action on areas of poor performance and maintain professional management standards.

Key Performance Indicators:

• Contribution to the Organization's 5-year Strategic Plan.
• Services Annual Development Plan.
• Regulatory Inspection Reports.
• Actual expenditure against budget.
• Risk Management.
• Efficiency measures.
• Occupancy levels.
• Staff Turnover.
• Profitability.

Other Duties:

• Undertake special projects as agreed with the Head of Operations.
• Carry out other reasonable duties as requested by the Head of Operations.

Flexibility:

All staff are expected to work flexibly when tasks not specifically covered in their job description have to be undertaken, compatible with their regular duties.