Quality and Engagement Manager
Feltham, TW14 9AG
Full-time, Permanent
£32,305 per annum
What we offer
Bristol Court is part of CCH Group, one of the UK’s largest providers of community-based health and social care services. CCH Group supports thousands of individuals across the country to live independently in their own homes and within residential settings.
As Quality and Engagement Manager at Bristol Court, you will play a key role in maintaining high standards of care and ensuring compliance with regulatory requirements. You’ll be part of a committed team focused on delivering quality outcomes and continuous improvement for the people we support.
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.
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.
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:
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.
We’d like to take a minute to introduce ourselves. Our name is CCH Group.
We were founded in 2009 and have grown to become the largest care company in the UK. We’re pretty proud of that, as the bigger we are, the more people we can look after.
We span the UK with more than 260 sites – from the rugged highlands of Scotland to the bustling streets of greater London – and every point in between.
Our 13,000 employees deliver a whopping 1.5 million hours of care each month. Each minute, each hour of our time is dedicated to keeping someone comfortable, safe, and happy. Because that is what we do.
We are made up of 32 operating companies but have one vision: to become the best place to work in care. We firmly believe that putting our people at the heart of the company is not only the right thing to do, but will also ensure that they are in the best position to provide extraordinary care to everyone who relies on us.
