Quality and Engagement Manager

City and County Healthcare Group Ltd; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare provider in London is seeking a Compliance and Quality Assurance Officer to conduct audits of service delivery and ensure regulatory compliance. This full-time role requires strong knowledge of the social care sector and experience in compliance. The successful candidate will deliver training and mentoring to branch teams, analyse customer feedback, and enhance service quality. The company offers comprehensive training and a benefits package, including discounts and up to 25 days of leave.

Benefits

Thorough training

Up to 25 days plus bank holidays

Occupational Sick Pay

Discounts at retailers

Qualifications

• Strong knowledge of the social care sector including regulatory and clinical requirements.
• Excellent organisational and time management skills.
• Experience in social/community care is essential; quality/compliance experience required.

Responsibilities

• Conduct timely audits of service delivery and monitor progress.
• Support branch teams by delivering operational training.
• Act as the main point of contact for customer concerns and feedback.

Skills

Business Development

Employee Orientation

Public Health

Account Management

Conflict Management

Project Management

Team Management

Customer relationship management

Tools

Microsoft Excel

Digital compliance / reporting tools

Job description

Overview

You will be responsible for conducting timely audits of service delivery monitoring progress against improvement plans and working closely with the Branch Managers to ensure actions are followed through and successful outcomes are achieved.

In addition youll support the branch teams by delivering aspects of operational training mentoring staff and providing guidance on care delivery and the effective use of systems. This role is ideal for someone with a strong understanding of compliance and quality standards in social care and a passion for supporting others to deliver excellent service.

Quality Assurance & Compliance

Conduct regular audits and governance reviews to identify risks ensure regulatory compliance and support the implementation of improvement plans. Provide training mentoring and practical support to branch teams to enhance service quality and achieve high compliance levels.

Customer Engagement

Act as the main point of contact for customer concerns and feedback including Voice of the Customer reviews. Analyse feedback data collaborate with the Branch Manager on improvements and maintain a visible presence within the Extra Care Scheme to ensure ongoing customer satisfaction.

Operational Support & Mentorship

Support care professionals and branch staff through training and mentoring on care delivery reporting systems and policy implementation. Assist with investigations contribute to change management initiatives and provide hands-on support during service challenges or crisis situations.

Qualifications

Strong knowledge of the social care sector including regulatory and clinical requirements in community settings.

Technical Confident user of Microsoft Office (especially Excel) and digital compliance / reporting tools.

Skills Excellent organisational time management and communication skills.

Mindset Collaborative team player with a proactive adaptable and solution-focused mindset.

Customer care Committed to high standards of customer care and aligned with company values.

Experience Experience in social / community care is essential; quality / compliance experience.

What youll get

We offer thorough training and the opportunity to develop through self-directed learning coaching conversations e-learning modules and access to further qualifications and courses. Youll have the support to develop your career either within your branch or the wider City & County Healthcare Group. Well also empower you to feel proud of the impactful and meaningful work that you do.

Well reward you with a benefits package that includes wellbeing resources financial advice and up to 14% discount at over 40 retailers including Tesco John Lewis and many more.

We will also offer you

• Up to 25 days plus bank holidays
• Occupational Maternity Pay & Adoption Pay
• Occupational Paternity Pay
• Death in Service Payment
• Occupational Sick Pay
• Subject to terms and conditions and qualifying period

Additional information

We see extraordinary achievements happen every day thanks to the talent and commitment of our people. We want to transform the care industry by working smarter using innovative tech and driving forward positive change. As the largest care company in the UK we have the size and success to offer you a world of career opportunity choice and security. Join us on our journey.

London Care is an Equal Opportunities Employer and part of the City and County Healthcare Group.

Remote Work: No

Employment Type: Full-time

Key Skills

Business Development,Employee Orientation,Public Health,Account Management,VersionOne,Conflict Management,Project Management,Relationship Management,Team Management,Customer relationship management,Human Resources,Public Speaking

Experience

years

Vacancy

1