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P & M Homecare Ltd is a well-established trusted local Home Care & Live-In Care service provider. We have been trading as Bluebird Care North Hampshire & West Berkshire since 2008. We are seeking a Customer Service Manager who is passionate about customer service and has a proven track record of taking ownership and going the extra mile to ensure ultimate customer satisfaction. We pride ourselves on providing only the highest quality care, so we are looking for an extremely dedicated candidate who can match those standards.

Our offer to you:

Office-based position, Salary £27,000- £35,000 p.a based on 37.5 hour week Monday – Friday with on call duties 1 in 4 weekends. 28 days holiday inclusive of bank holiday.

Benefits to you include:

* A genuinely rewarding position where you can make a real difference

* Enrolment in a pension scheme

* Personal development opportunities to grow your career

* Free annual MOT on your work car

* Laptop and all equipment you need for the role.

* A bright, modern, and clean office

* Full training induction and support

* Ongoing support and a professional development plan with fully funded training

* Employee Assistance Programme with access to telephone counselling from qualified counsellors

* Ongoing support and a professional development plan with fully funded training

* Annual celebrations to mark work anniversaries

* Annual awards Celebration

* A really friendly work environment

* Free Parking

* Mileage allowance for visiting customers and care experts

Key Responsibilities:

Efficiently manage the day to day running of the live-in care aspect of the business. Allocate resources and monitor performance to deliver high quality, safe and effective live-in care to customers.

Manage all aspects of the live-in care team.

Provide strong leadership so staff are clear about their respective duties and responsibilities and have the support they need to carry out their roles safely.

Duties:

Safe delivery of the service in line with legislative requirements company policy and procedures

Undertake training and development to keep up to date with the law, best practice and changes in company policy. Apply this knowledge to day to day management and delivery of care

Maintain full and accurate records and reporting systems in accordance with legal requirements and to ensure the effective running of the business

Be prepared to work flexibly to ensure the safe delivery of the service

Provide an excellent service to customers

Promote the rights of each customer and keep their wishes at the centre of their care and support

Create with the customer and/or their chosen representative a written individually tailored care and support plan that respects the customer’s wishes and promotes their dignity and privacy. Agree the plan and appropriate risk control measures to reduce the risks

Provide the customer, and where appropriate their representatives, with information about the service so that they are clear about what to expect and how they can raise any concerns

Apply excellent communication skills with customers, their families and representatives, staff and other health and social care professionals to deliver high quality live-in care services

Keep all information about customers, their representatives and their families secure and confidential except where policy requires you to share to protect the interests of our customers

Lead and manage staff

Manage the effective recruitment, induction and training of the live-in care team and live-in care experts. Identify ongoing training needs and make sure staff are up to date with current best practice

Ensure there are sufficient numbers of suitably qualified staff allocated appropriately to meet service needs at all times. Implement company policy and procedures in relation to managing absence, disciplinary, capability and grievance matters

Provide information, guidance and ongoing supervision to enable staff to effectively and safely carry out their roles. Carry out appraisals and monitoring of staff performance

So…What skills do you need to be our Customer Service Manager

You must be caring and compassionate towards people in need of care and support and those providing these services

Knowledge on how to write person-centered care plans that are compliant with CQC standard

Provide customer service with a smile, being supportive and calm, you’ll be highly organised and enjoy communicating with your colleagues and customers.

Build good relationships with your colleagues. Being an excellent team player is vital in this postion

Have excellent standards of communication both written and verbal.

You Must have at least 2 years of experience working in either domiciliary care or live-in care with at least an NVQ2 in Health & Social Care

Respect for people suffering from a range of medical conditions with different lifestyles and beliefs to your own

Self-motivated and keen to learn. Willing to seek guidance when needed and follow instructions

Be honest with a high level of integrity – doing the right thing especially when no one is looking

Have good computer skills and be confident in the use of in-house systems (with training of course) Microsoft Word, Email

Excellent timekeeper and reliable

Show initiative and complete agreed actions, working as part of our team to achieve business outcomes together

Must be willing to undergo an Enhanced DBS Check

You Must be a driver with your own car it is essential for the role to visit customers and care assistants.

Must have the Right To Work in the UK without requiring sponsorship

Be a driven individual, with a positive outlook and solution-focused approach.

Be an ambassador for Bluebird Care and always align with our vision to always make our customers smile by creating a respectful environment where outstanding care professionals feel valued and are supported to deliver outstanding care