• Line manage a team of 40 support staff. • Evaluate employee performance and provide guidance. • Supporting the manager in maintaining standards of care. • Ensuring compliance with CQC guidelines, rules and policies. • Assisting facility executives and managers. • Create and implement personalised activity plans for each supported individual. • Create and implement personalised menus for each supported individual. • Cultivate strong relationships with supported individuals and their families. • Manage the food stock for the whole establishment.• Attend multi-disciplinary meetings with other professionals.• Conduct daily, weekly and monthly audits.

• Efficiently manage client rotas to ensure timely and appropriate care coverage. • Respond to and redirect inquiries to the branch as necessary, maintaining professionalism and providing informative responses. • Serve as the front-of-house representative, addressing enquiries and issues with professionalism and accuracy. • Ensure client rotas are prepared in advance and communicated effectively to staff and clients. • Maintain up-to-date branch information, including staff and client details, to support growth targets. • Handle enquiries promptly and appropriately, contributing to the branch's success. • Allocate suitable care staff to rotas based on client needs, ensuring skills and experience match. • Assist the branch manager in business development activities when required. • Maintain regular communication with recruitment to address capacity, needs, and priorities aligned with business objectives. • Address client and staff enquiries in a timely manner, providing necessary support and information. • Manage staff files efficiently, collaborating with recruitment to ensure compliance and updates. • Promote available training courses to care staff, fostering continuous professional development. • Attend and get involved in MDT meetings. • Confirm all timesheets and staff expenses for the payroll department.

• Build and maintain strong relationships with both clients and staff. • Work as part of a team to hit KPI’s as well as monthly and quarterly targets. • Carry out appraisals and investigations with staff. • Manage my allocated branches. • Booking and coordinating shifts with staff and clients. • Deliver high quality customer service and account management. • Use bespoke software to manage accounts and staff files. • Assist with onboarding new clients. • Seek new opportunities for the sale team to follow up with. • Project manage and multitask while adhering to strict deadlines. • Deal with high volume inbound and outbound calls. • Manage day to day queries and challenges via phone and email.

• COMFORT CALL CHELTENHAM• Manage a team of about 25 carers.• Deputise for the manager when she is not in the branch.• Carry out care plans and risk assessments for new and current clients.• Audit care plans and risk assessments that are carried out by the field care supervisor.• Working effectively with multiple healthcare professionals to provide a high level of care.• Staying up to date with CQC regulations and meeting those requirements.• Developing a good rapport with clients and monitoring their satisfaction.• Monitor the duration and punctuality of the care visits.• Maintain compliance KPIs.• Carry out quarterly supervisions and annual appraisals with my team.• Carry out investigations with carers after any complaints.• Coordinate the rotas for all the carers and make sure that they have travel time and it is in line with what we are commissioned for, keeping medication times in mind as well.• Manage recruitment advertising.• Interview potential new carers and take them through the recruitment process.• Go through the onboarding process and mentor and monitor new carers to make sure they are supported and settle into their new role.• Take on new clients to grow the branch while maintaining safe delivery and high quality of care.• Carry out emergency on call. Recently I have been asked to help with another branch’s compliance and on call due to their short staffing.• Have been asked to mentor new and struggling care coordinators across our group of companies.

• Accurate and specific report writing to log all calls.• Co-ordinate all office staff to cover the on-call service and draw up a monthly rota. • Deal with all issues that may arise while office is closed.• Co-ordinate staff to cover any shifts that come in last minute.• Offer advice and support to carers and nurses while they are on shift.• Deal with all emergencies that staff or care homes might have.• Interview potential candidates.• Co-ordinate with trainers to get new staff trained up to CQC standards.• Source potential recruits / applicants.• Market and advertise new jobs.• Make up all staff files and keep them in line with HR requirements.• Verify and process all staff and subcontractor timesheets ready for payroll.• Make sure all timesheets are in and ready before payroll is run.

• Provide personal care to residents in care home and in the community. • Administer medication.• Prepare meals and assist with feeding where needed.• Run shift when on a senior shift and no nurse on duty.

• Plan a weekly menu for between 6 – 18 people on a budget.• Prepare meals.• Be organised and efficient to have meals ready by dinner time.• Keep store room stocked and organised.• Explore and create new recipes from different cuisines while keeping to specific dietary needs and restrictions.

• Managed, developed and implemented new admin and filing systems. • Co-ordinated schedules, appointments and bookings.• Oversaw adherence to office and HR policies and procedures.• Responded to customer enquiries.• Organised office operation and procedures including payroll, correspondence and other clerical duties.