Deputy Manager - Extra Care Service in London

Leadership. Drive. Accountability. These are the traits our client is seeking for a Deputy Manager role at their Extra Care Service. The organisation we are supporting is one of the largest, and most prominent Housing Associations in the UK. With nearly 100,000 sites across the country, they are on a mission to provide the highest standard of person-centred care and make a lasting impact on the industry and the lives of their residents. This is an excellent opportunity to elevate your career and position yourself as a superstar, all while learning from some of the most influential leaders in the industry.

As the Deputy Manager at this site, you will be expected to:

• Lead and engage a team.
• Line manage a team and create a safe environment where colleagues can talk openly and honestly.
• Work together to set expectations and performance targets.
• Hold regular one-to-one sessions to reflect on achievements, performance and support individual personal wellbeing.
• Undertake six-monthly performance reviews to support and guide colleagues to fulfil their potential.
• Facilitate regular team meetings to update and empower your team to share ideas and best practice.
• Embrace reflective practice techniques so that the team can learn from their experiences.
• Recognise, praise and acknowledge the achievements of your colleagues and team.
• Build effective partnerships with regional and other colleagues across the company, participating in wider initiatives.

Lead a service:

• Manage and plan the delivery of care in the service as per CQC and contractual requirements.
• Assist in reviewing contract performance annually, to ensure excellent outcomes are delivered for customers.
• Promote and implement care policies and procedures to ensure your team are effective and delivering a safe service at all times.
• Advise all relevant stakeholders of any changes to policies and procedures.
• Participate in the setting and management of service budgets.
• Monitor spend by accessing the finance system and report any budget variances to the budget holder.
• Meet performance targets.
• Resource, plan and deliver a colleague rota that ensures all shifts are covered effectively.
• Recruit great people for your team, sourcing and engaging relief or agency workers as and when required.
• Devise, plan and deliver comprehensive induction and continuous development plans for your team.
• Implement and manage a robust medication procedure in line with national Safe Handling of Medication guidelines.
• Be responsible for cash handling, ordering goods, administration of monthly timesheets and raising and approving invoices, ensuring accurate record keeping.
• Produce reports and other written documentation as required to support contract delivery.
• Ensure compliance with Health & Safety legislation and other regulatory obligations, assessing and reporting risks and putting in control measures.
• Work with customers and colleagues to deliver the objectives within the corporate plan.
• Actively build positive relationships with all key stakeholders by attending forums, task groups and networking events to promote and position the company as the preferred provider in the area.

Assist with housing and income:

• Assisting with repairs and liaise with contractors when required.
• Monitoring any welfare checks of customers' rooms are being carried out, if required.
• Assisting with the re-letting of properties.
• Assisting with the rental income service in co-ordination of the Income and Administration Officers to minimise losses.

Support customers:

• Lead your team to provide a person-centred service for customers in line with CQC and internal standards.
• Assess customers and potential customers' care and support needs in consultation with relevant agencies.
• Monitor and evaluate customers' welfare needs, maintain regular contact with customers as and when required and respond to emergency situations.
• Handle complaints, ensuring customers or their representatives are kept up-to-date with progress and encourage a culture of continuous improvement.
• Involve and engage customers and take their views into account in the design and delivery of all aspects of the service, including encouraging participation in internal audits.
• Work with your team to continuously identify and engage with community partners, promoting multi-disciplinary working to enhance the service for customers.

Other Information:

• You will be required to work flexibly to meet customer and business needs, which may include out-of-hours working and participating in an on-call and weekend rota.
• Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
• Ensure customers are safe at all times - carrying out all of your duties within Company Policy & Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR, cash handling, etc.
• Deliver your role in line with company values.
• Participate in team meetings and attend regular supervisions and reflective practice sessions.
• From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager.

Person specification:

Knowledge, Skills and Experience

Essential:

• Experience of working within a CQC registered supported living or extra care services environment.
• Experience of leading a team, working in challenging environments with the ability to plan and prioritise tasks to achieve results.
• Be a resilient team player with a caring, empathic, supportive and flexible can-do attitude.
• Ability to listen and communicate clearly, encourage feedback and reflection, empower, motivate and deliver improvements.
• Experience of reviewing, monitoring and evaluating outcomes in the delivery of a CQC registered service.
• Competent IT skills.
• Experience producing reports, statutory submissions and other communications and analysing key outcomes data to understand and drive service improvements.

Desirable:

• Health & Social Care qualification or accredited equivalent and evidence of continuing professional development.
• Financial experience or previous budgetary responsibility.
• Previous experience of managing contracts, achieving KPIs, managing compliance.