Culture & Engagement Manager

The Culture & Engagement Manager is the heart and pulse of the home — ensuring every resident, family member, and colleague feels valued, supported, and connected. They lead with empathy, humour, and heart, and work closely with the Home Operations Manager, deputising in their absence to maintain operational flow, assurance, and team morale while upholding culture, engagement, compliance, and communication.

Responsibilities

• Act as deputy to the Home Operations Manager, providing visible, confident, and emotionally intelligent leadership.
• Be a daily presence on the floor, reading the energy of the home, supporting where needed, and leading by example.
• Notice and act on what matters — ensuring timely home operations, supporting during difficult shifts, and recognising personal milestones.
• Lead and champion the weekly Our Culture, Our Care sessions — a 30‑minute protected time for all staff to reflect on practice using Nourish Interaction.
• Ensure these sessions are meaningful, inclusive, and drive improvement, alignment, and pride in the home's values.
• Foster trust and accountability through fairness, kindness, and clarity; support staff supervisions, appraisals, and reflective sessions to build capability and confidence.
• Foster a culture of belonging where people feel connected, proud, and supported to deliver their best.

Culture, Engagement & Belonging

• Be the custodian of culture, ensuring every action, tone, and decision reflects Constantia's ethos: Where People Matter.
• Lead the You Said, We Did process: capture feedback from residents, families, stakeholders and staff; celebrate where action has been taken; clearly communicate where change is not possible and explain why.
• Champion recognition and reward through meaningful, timely gestures and visible appreciation.
• Deliver engagement initiatives that strengthen teamwork, communication, and pride.
• Uphold the principle that culture is created in the moments no one sees; challenge behaviours that undermine teamwork, professionalism, or dignity—regardless of role or seniority.
• Ensure outcomes, reflections, and themes from Our Culture, Our Care feed into the home's continuous improvement and governance plans.

Resident Experience & Wellbeing

• Ensure every resident's day is filled with purpose, dignity, and choice.
• Lead planning and delivery of activities and events reflecting residents' individuality and community.
• Ensure Nourish documentation captures each resident's preferences, wellbeing goals, and outcomes.
• Maintain visible presence across lounges, dining areas, and communal spaces to foster a warm, professional, and homely environment.
• Encourage colleagues to bring energy and connection to care delivery.
• Advocate for residents' rights, independence, and happiness.

Quality, Governance & Assurance

• Support the Home Operations Manager to maintain full compliance across all CQC domains.
• Lead and coordinate a rolling local assurance programme, covering care documentation, medication, infection control, dining and hydration, health and safety, environment, engagement and wellbeing, and staff practice.
• Ensure delegated audits are completed by competent staff who understand the standard required and can interpret findings.
• Track all delegated audits to completion with evidence; follow up on gaps with clear action plans owned and followed through to resolution.
• Record findings, actions, and progress updates in the Governance Workbook with responsible persons and deadlines.
• Follow the No Amber principle — actions are either open (Red) or fully evidenced and embedded (Green).
• Uphold the Find it. Fix it. Own it. ethos — accountability starts with you.
• Support in completing and assuring care plans, risk assessments, MCA/DOLS documentation, and incident reviews.
• Participate in internal audits and compliance checks, providing assurance and evidence of improvement.
• Model diligence and accuracy: if it isn't evidenced, it isn't done.

Systems, Data & Accountability

• Champion consistent, accurate use of Nourish, Sona, Found, QCS, BrightSafe, YourHippo, and Rehab My Patient.
• Ensure data is current and meaningful, using insights to drive improvement.
• Train, support, and coach colleagues to use systems confidently and accurately.
• Monitor training compliance, ensuring mandatory learning remains 90%.
• Ensure governance evidence, audits, and documents are uploaded to the correct system folders for verification.

Workforce & Operational Support

• Support the Home Operations Manager to ensure the home is safely and effectively staffed at all times.
• Contribute to rota planning, absence management, and agency reduction to maintain fairness and stability.
• Participate in recruitment, interviews, onboarding, and induction; oversee right-to-work, DBS, and reference checks before staff commence.
• Conduct follow-up reviews at 2 and 4 weeks for new starters to identify early support needs.
• Deliver return-to-work interviews for all absences to promote fairness and attendance consistency.
• Support capability, conduct, and grievance processes with professionalism and documentation.
• Monitor morale, retention, and workforce trends; act early to resolve risks.
• Partner with the Chief People Officer to sustain workforce resilience and zero agency use.

Environment, Front-of-House & Presentation

• Lead daily environmental walkarounds to check cleanliness, functionality, and presentation of all resident areas.
• Ensure lounges, bedrooms, and dining spaces are safe, uncluttered, and inviting.
• Oversee dining experience — food presentation, temperature, IDDSI compliance, and dignity at mealtimes.
• Collaborate with maintenance and housekeeping to keep the building feeling like a home, not an institution.
• Ensure front-of-house areas, noticeboards, and visitor spaces reflect professionalism and pride.
• Verify stock control and supply levels for consumables, PPE, and engagement materials.
• Lead by example — every role contributes to the home's presentation.

Operational Continuity & On-Call

• Deputise for the Home Operations Manager during leave or absence to maintain safe, effective operation.
• Participate in the on-call rota, providing leadership, escalation management, and support.
• Lead handovers and ensure shift-to-shift communication is clear, complete, and action-focused.
• Respond to incidents, complaints, or emergencies with calm professionalism; maintain leadership continuity and team support.

Experience & Qualifications

• Leadership or senior care experience within health and social care.
• Deep understanding of CQC standards, safeguarding, health and safety, and governance.
• Strong leadership, communication, and coaching skills.
• Competent in digital systems (Nourish, Sona, Found, QCS, BrightSafe, YourHippo, Rehab My Patient).
• Confident in leading audits, interpreting data, and implementing actions.
• Resilient, emotionally intelligent, and dependable under pressure.
• Passionate about people, culture, and continuous improvement.

Desirable criteria

• NVQ Level 3 or above in Health and Social Care (Level 5 desirable).
• Experience in a deputy or acting management capacity.
• Proven record of leading or contributing to Good/Outstanding outcomes.
• Coaching, engagement, or leadership development qualification.

About Constantia

Constantia Healthcare Group is a small yet robust organisation caring for people with age-related needs and complex care and support requirements. We centre the person we care for in all we do and ensure our colleagues are supported, appreciated, and invested in. We strive for excellence and continuously invest in our services and teams. Our culture is built on compassion, dignity, and professional excellence, prioritising each client's independence and well-being through trust and open communication with clients, families, and staff. The company provides ongoing training and 24/7 support, a comprehensive benefits package, competitive pay, and resources for staff wellbeing, including a 24/7 helpline, free counselling, and mental health support.