Branch Manager - Surrey/Sutton

Assigning Care and Support Workers to customer visits

• Manage the call times for all Care and Support Workers and customers using the computerised rostering system.
• Expected to be available outside contractual hours on a mobile for issues that occur in the branch (within reason).
• May be required for advice, guidance and support in reference to their clients and Care and Support Workers.
• All must be signed off as Care and Support Workers and will be expected to care and support their customers if required.
• Manage the computer rostering system and ensure it is continually up to date.
• When booking a Care and Support Worker for a call, ensure they are properly trained to carry out the role and that they have the correct travel time.
• Ensure the roster has minimal travel time in between calls. Aim to devise rosters which can be walked around to promote a healthy, environmentally friendly roster.
• Maintain up to date care plans for each customer within the computer system.
• Inform all customers of any changes that occur to their package of care and support in a timely way and ensure this is logged.
• Ensure a Field Based Manager accompanies any care staff to a new customer on their rota’s.
• Carry out telephone checks at least monthly to every customer to ensure their service is at a high standard. Where there are issues, resolve these quickly and effectively in line with the complaint/issues procedure.
• Ensure the telephone is answered within three rings and deal with all telephone enquiries in an enthusiastic way. It is essential to be positive with everyone.
• Ensure that when calls are covered for holiday, sickness or an emergency that this is done in line with our policy.
• Every customer visit needs to be treated with respect and it is vital to ensure that the customer is aware of any changes.
• Respect the environment and the company’s resources in the way you work.
• Adhere to all company policies and procedures.

Communication

• Ensure a high level of communication is maintained between all staff and customers.
• Hold meetings in line with the company policy or more often if required.
• Liaise with senior staff and care staff to ensure that the highest standard of service is provided, using appropriate media for example, email, text, newsletters etc.

Budgetary / Financial Control

• Ensure the budget is adhered to.
• Ensure sales targets are met.
• To ensure overheads are managed as per the budget.
• Adhere to, and implement, all HR policies & procedures.
• Interview new staff in line with the company’s recruitment policy.
• Ensure all staff are aware of the company’s policies and procedures.
• Implement the company’s discipline policies and procedures, and grievance policies and procedures.
• Undertake supervision / appraisal of staff in line with company policy, and with ongoing informal assessment of the work of staff, to ensure consistently high standards.

Marketing

• Actively market the business and promote a positive personal / professional profile within the local community, ensuring its good reputation at all times.
• In conjunction with the other managers, endeavour to fill any customer vacancy and expand the customer base by liaising with appropriate agencies and assessing/selecting suitable customers.

Training and Development

• Supervise and train new staff in all aspects of their work, giving help and guidance where appropriate.
• Assist the management team to develop training programmes for staff, including mandatory training and Diploma.
• Attend mandatory training days/courses, on or off site, as and when required.
• Maintain and improve professional knowledge and competence including your own personal development plan.
• You will be expected to be registered as the Registered Manager for the branch you are managing ideally within 3 months of your employment.