Quality and Engagement Manager

London Care Limited; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading care company in the UK is seeking a Quality Assurance and Compliance Officer to enhance service delivery. The role involves conducting audits, supporting branch staff through training, and ensuring compliance with regulatory standards. You will play a crucial role in fostering high-quality care and customer satisfaction while working within a supportive team environment.

Benefits

25 days plus bank holidays

Occupational Sick Pay

Occupational Maternity and Paternity Pay

Death in Service Payment

Wellbeing resources and financial advice

14% discount at over 40 retailers

Qualifications

• Strong knowledge of the social care sector, including regulatory and clinical requirements.
• Experience in maintaining compliance and quality standards.
• Confident user of Microsoft Excel and reporting tools.

Responsibilities

• Conduct audits of service delivery and monitor improvement plans.
• Support branch teams with training and operational guidance.
• Act as the main point of contact for customer feedback.

Skills

Organisational skills

Time management

Communication

Team collaboration

Adaptability

Solution-focused approach

Education

Experience in social/community care

Quality/compliance experience

Tools

Microsoft Office

Digital compliance/reporting tools

Job description

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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, you’ll 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.

Job Description

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, you’ll 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.

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

• Excellent organisational, time management, and communication skills.

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

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

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

Additional Information

What you’ll 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. You’ll have the support to develop your career, either within your branch or the wider City & County Healthcare Group. We’ll also empower you to feel proud of the impactful and meaningful work that you do.

We’ll 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

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.