Service Quality Manager

Kingsley Healthcare; Lowestoft; On-site; GBP 42,000 - 60,000; Full time

Job summary

Kingsley Healthcare is seeking a Service Quality Manager to ensure high-quality care across elderly, homecare and specialist services. The role will be based predominantly across South Weymouth, Highcliffe and Bournemouth with travel to other locations as needed.

You will work with managers to drive a culture of excellence, monitor compliance with regulatory requirements and deliver robust action plans after audits and inspections, while coaching teams to maintain improvements.

Qualifications

• Proven experience in a quality, compliance, auditing or senior operational role within adult social care.
• Strong working knowledge of CQC regulations and the regulatory framework.
• Experience auditing care services and monitoring improvement plans.
• Ability to identify poor practice, challenge appropriately and support managers to improve.
• Ability to review information critically, identify risk and differentiate issues.
• Strong report writing and communication skills.
• Ability to manage own workload and prioritise across several services.
• Willingness to travel regularly between services.

Responsibilities

• Monitor and improve the quality and safety of care across services.
• Complete quality, compliance and service audits and identify improvement areas.
• Review governance systems and evidence of regulatory compliance.
• Help services develop robust action plans after audits or inspections.
• Support services to embed improvements and provide challenge where needed.
• Prepare for and respond to CQC inspections and other regulatory activity.
• Identify emerging risks and escalate appropriately.
• Provide guidance and coaching to managers and teams.
• Ensure improvements are embedded and sustained.
• Promote a culture of learning, accountability and continuous improvement.

Skills

Quality compliance

Auditing

CQC regulations

Report writing

Stakeholder comms

Workload management

Process improvement

Site travel

Job description

About the company

At Kingsley Healthcare, we are more than just a care home group - we are a proud, family-run business driven by a passion to make a meaningful difference in people’s lives every single day. Our dedicated teams transform care into a calling, delivering excellence with compassion, integrity, and respect.

As the UK’s only large care home provider to achieve B Corp certification, we continue to lead the sector in responsible, values-driven care. In 2024 and again in 2025, we were honoured to be named Health Investor’s Residential Elderly Large Care Provider of the Year, a testament to our commitment to quality and innovation.

For eight consecutive years, we’ve been recognised among the Top 20 Large UK Care Home Groups by carehome.co.uk, reflecting consistently high standards and resident satisfaction. We are also proud to be a Real Living Wage employer, ensuring that the dedication of our team members is valued and fairly rewarded.

Our commitment to people-first values has earned us outstanding workplace recognition, including a 4.7 rating on Glassdoor, a 4.5 rating on Indeed, and the No.1 ranking in the UK for wellbeing at work (Indeed’s Better Work Awards 2023).

If you're passionate about delivering exceptional care and want to be part of a forward-thinking organisation that puts both its residents and people at the heart of everything it does, we’d love to hear from you.

About the role

As a Service Quality Manager, you will ensure the delivery and ongoing maintenance of high‑quality care service across a range of service types, including elderly care, homecare, and specialist services. The role will be based predominantly across South - Weymouth, Highcliffe and Bournemouth although travel to other locations may be required from time to time.

You will collaborate with managers and operations teams to drive a culture of excellence, continuous improvement, and client satisfaction. The role involves monitoring, assessing, and improving service quality standards in line with regulatory requirements and organisational policies, while providing support, guidance, and challenge to teams to maintain compliance and deliver consistently high‑quality care.

If you’re looking for a fresh challenge with a company that cares about its staff, we’d like to hear from you.

Reports to: Director of Service Quality

Key duties and responsibilities

You will work closely with service managers and operational teams to monitor and improve the quality and safety of care across our services.

Your responsibilities will include:

• Completing quality, compliance and service audits and identifying areas requiring improvement.
• Reviewing care documentation, governance systems and evidence of regulatory compliance.
• Supporting services to develop and complete robust action plans following audits, inspections or identified concerns.
• Working alongside managers to embed improvements rather than simply identifying what needs to change.
• Monitoring outstanding actions and providing appropriate challenge where improvements are not progressing.
• Supporting services preparing for, or responding to, CQC inspections and other regulatory or commissioner activity.
• Identifying emerging risks, themes and trends and ensuring these are appropriately escalated.
• Providing practical advice, coaching and guidance to managers and teams.
• Following up improvements to ensure changes have been embedded and sustained.
• Promoting a positive culture of learning, accountability and continuous improvement.

Skills and attributes

This role requires someone with strong, practical experience of quality and compliance within adult social care.

You should have:

• Proven experience in a quality, compliance, auditing or senior operational role within adult social care.
• A strong working knowledge of CQC regulations and the regulatory framework.
• Experience of auditing care services and developing and monitoring improvement plans.
• The confidence to identify poor practice, challenge appropriately and support managers to make improvements.
• The ability to review information critically, identify risk and distinguish between isolated issues and wider systemic concerns.
• Strong written skills and the ability to produce clear, evidence-based reports.
• Excellent communication and relationship-building skills.
• The ability to manage your own workload and prioritise effectively across several services.
• A practical, solutions-focused approach and a genuine commitment to improving outcomes for people receiving care.
• The ability to travel regularly between services.

Experience of working across residential, nursing, homecare or specialist services would be advantageous.

What will you gain?

If you are an experienced care quality professional who enjoys getting into services, identifying what needs to improve and working with teams to make that improvement happen, we would like to hear from you.

You will join an experienced and supportive team with a genuine opportunity to influence the quality of care across our services.

You will have the autonomy to use your professional judgement, while receiving support from the wider Quality and Operations teams. We encourage constructive challenge, shared learning and practical improvement, with opportunities for continued professional development.