Branch Manager - Surrey/Sutton

Job Introduction

JOB DESCRIPTION

• Ensure all staff contributeto the best of their ability to the efficient running of the agency, and to the creation of an atmosphere conducive to the best interests ofcustomers
• Managethe calltimes for all Care and Support Workers and customers using thecomputerisedrostering system. Ensuring all call timesare entered at the correcttime
• Ensuring adequate travel time is implemented in between everycall
• Ensuring no calls are “crammed” unlessthere isanemergency
• Ensure all customers are communicated with properly and are informed of all changes to theirpackage
• Ensure call monitoring is used effectively. Ensure that every Care and Support Workerlogsin and out at least 95% of thetime
• Assess social and health care needs of new customers, andmaintainon-going assessment and review of all othercustomers
• Ensure that thereisalwaysa sufficient number ofstaff employed to service the number ofcustomers
• Undertake direct domiciliary care ifrequired.Assistcustomers in all aspects of their care needs, and provide supervision and attention wherenecessary
• Undertake initial risk assessments within customers’ homes inline with the company’s Health andSafety policies andprocedures
• Ensuring the wellbeing of all your team and your service users

Assigning Care and Support Workers to customer visits

• Manage the call times for all Care and Support Workers and customers using thecomputerisedrosteringsystem
• Expected to be available out of contractual hours on a mobile for issues that occur in thebranch(within reason)
• May berequiredfor advice,guidanceand support in reference to their clients andCare and Support Workers 
• All must be signed off asCare and Support Workers and will be expected to care and support their customers ifrequired
• Manage the computer rostering system and ensure it is continually up todate
• When booking a Care and Support Workers for a call, ensure they areproperly trainedto carry out the role and that they have the correct traveltime
• Ensure the roster has minimal traveltime inbetween calls. Aim to devise rosters which can be walked around to promote “a healthy, environmentallyfriendly “roster
• Maintain up to date care plans for each customer within the computersystem
• Informing all customersof any changes that occur to their package of care and support ina timelyway and ensure this islogged
• Ensure a Field Based Manageraccompaniesany care staff toa new customer on theirrota’s
• Carry out telephone checks at least monthly to every customer to ensure their service is at a high standard.Where there are issues, resolving these quickly and effectively in line with the complaint/issuesprocedure
• Ensuring the telephone is answered within three rings and dealing with all telephone enquiries in an enthusiastic way. It is essential to bepositive witheveryone
• Ensure that when calls are covered for holiday,sicknessor an emergency that this is done in line with ourpolicy
• Every customer visit needs to be treated withrespectand it is vital to ensure that customer is aware of anychanges
• Respect the environment and the company’s resources in the way youwork
• Adhere to all company’s policies andprocedures

Communication

• Ensurea high levelof communication ismaintainedbetween all staff andcustomers
• Hold meetings in line with the company policy or more often ifrequired
• Liaise with senior staff and care staff to ensure that the highest standard of service is provided, usingappropriate mediafor example, email, text, newsletters etc.

Budgetary / Financial Control

• Ensure the budget is adheredto
• Ensure sales targets aremet
• To ensure overheads are managed as per thebudget
• Adhere to, and implement, all HR policies &procedures
• Interviewnew staffin line with the company’s recruitmentpolicy
• Ensure all staffare aware of the company’s policies andprocedures
• Implement the company’s discipline policies and procedures, and grievance policies andprocedures
• Undertake supervision / appraisal of staff in line with company policy, and with on-going informal assessment of the work of staff, to ensure consistentlyhighstandards

Marketing

• Actively market the business and promote a positive personal / professional profile within 
• the local community,ensuring its good reputation at alltimes
• In conjunction with the other managers,endeavourto fill any customer vacancy and expand the customer base by liaising withappropriate agenciesand assessing/selecting suitablecustomers

Training and Development

• Supervise and trainnew staffin all aspects of their work, giving help and guidance whereappropriate
• Assistthe management team to develop trainingprogrammesfor staff, includingmandatory training andDiploma
• Attend mandatory training days/courses, on oroff site, as and whenrequired
• Maintain and improve professional knowledge and competence including your own personal developmentplan
• You will be expected to be registered as the Registered Manager for the branch you are managing ideally within3 months of youremployment