Regional Service Manager

The Role:

As our Quality Manager, you must be a Registered Nurse and you will play a pivotal role in ensuring the delivery of outstanding care services across all homes within the South of the group, based across Surrey, East Sussex, Finchley, Colchester, Southampton and Kent. You will lead on compliance, quality assurance, clinical and service improvement initiatives, working closely with teams to embed a culture of excellence and person-centered care.

Key Responsibilities:

• Quality Assurance & Compliance: Develop and implement robust quality assurance systems to maintain high care standards and regulatory compliance. Ensure compliance with regulatory bodies, including the Care Quality Commission (CQC), local authorities, and other relevant agencies. Support homes in achieving and maintaining "Good" or "Outstanding" CQC ratings by providing guidance, action plans, and targeted interventions. Conduct regular quality audits, inspections, and reviews to assess adherence to policies, procedures, and best practices. Work with home managers and clinical teams to address non-compliance issues effectively and implement corrective actions.
• Policy & Procedure Development: Review, update, and implement policies and procedures in line with legal, regulatory, and industry best practices. Provide home managers with clear guidance on policy adherence and practical implementation. Ensure all policies reflect the latest changes in legislation, including infection prevention and control, safeguarding, and medication management.
• Training & Development: Identify training needs across the organization and support the development of quality and compliance training for staff at all levels. Deliver training sessions, workshops, and coaching to ensure understanding of regulatory expectations, quality standards, and improvement initiatives. Support the induction of new managers, ensuring they are equipped with the knowledge and skills to maintain high-quality care.
• Incident & Risk Management: Investigate incidents, complaints, and safeguarding concerns, ensuring appropriate action plans and lessons learned are implemented. Monitor trends in incidents, safeguarding referrals, and complaints to identify recurring issues and drive proactive improvements. Work closely with the governance team to ensure learning from incidents is embedded in practice and that policies are updated accordingly.
• Data & Performance Monitoring: Analyse quality and compliance data, including audit results, CQC reports, complaints, and incidents, to identify trends and areas for improvement. Prepare detailed reports and action plans for senior management, highlighting key risks, trends, and recommendations. Support the implementation and ongoing monitoring of the digital quality and compliance booklet to enhance transparency and performance tracking. Ensure that data-driven decision-making is at the forefront of quality improvement initiatives.
• Continuous Improvement: Champion a culture of continuous improvement, innovation, and excellence across the organization. Lead on quality improvement projects, working collaboratively with home managers, clinical teams, and external stakeholders. Identify and share best practices across the homes to drive improvements and enhance resident outcomes. Engage with residents, families, and staff to ensure quality initiatives reflect their needs and experiences.

About You:

We are looking for someone who is passionate about delivering high-quality care and has a proven track record of driving improvements in care settings.

Essential Skills & Qualifications:

• Proven experience in quality management within health and social care, preferably in nursing or residential care.
• Strong knowledge of CQC regulations, quality assurance frameworks, and best practices in care provision.
• Must be a registered Nurse with a valid NMC pin number.
• Experience in conducting audits, investigations, and implementing action plans to improve service delivery.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with teams across multiple locations.
• Ability to analyse data, interpret trends, and drive evidence-based improvements.
• Strong leadership skills with the ability to influence, mentor, and support teams effectively.
• Proficiency in using digital care record systems and compliance monitoring tools.
• High level of attention to detail, problem-solving skills, and a proactive approach to risk management.

Desirable:

• A relevant qualification in health and social care, quality management, or a related field (e.g., Level 5 Diploma in Leadership for Health and Social Care, Quality Assurance certification).
• Experience in delivering training and staff development programs, particularly in compliance and quality improvement.
• Understanding of risk management, safeguarding processes, and incident investigation methodologies.
• Knowledge of project management principles and experience leading quality improvement initiatives.

There are many great reasons to join our team and what we can offer:

• Salary: £62,000 per annum, plus a £3.5k car allowance
• Full time, 40 hours per week
• Monday - Friday Occasional requirement to work on call, based on the demands of the role
• Role requires travelling, including overnight stays
• 25 Days Annual Leave including bank holidays (pro rata for part time contracts)
• Free DBS (T & Cs apply)
• Life insurance
• Company pension
• Our employee assist Programme healthcare and mental health support
• Free in house training via our e-learning platform, your Hippo, in addition to our fully funded apprenticeship courses
• Yearly salary review
• Being part of an organization where empowering and valuing our people is fundamental to everything we do

Additional Information:

This role requires travel between homes; therefore, a full driving licence is essential. Some out-of-hours work may be required to support homes during inspections, incidents, or urgent quality concerns. The Quality Manager will play a key role in shaping the strategic direction of quality and compliance within the organization, ensuring that every resident receives safe, effective, and person-centred care.