The Live-In Care Manager will be an advocate for our most vulnerable clients and a champion of excellence across the Live-In Care service. They will understand that our Live-In Care clients require exceptional attention to detail, proactive communication, and seamless coordination between everyone involved in their care.
Above all, they will be committed to ensuring that every Live-In Care client receives the highest standard of support, enabling them to live safely, comfortably, and with dignity in their own home.
Location:
Office-based with regular visits to clients and Care Professionals across the following four franchise territories; Epsom & Dorking, Richmond, Sutton and Wimbledon & Kingston.
About Us:
Home Instead is the world's leading provider of relationship-led care for older people, supporting thousands of clients to live independently in their own homes. With over 260 locally owned offices across the UK, Home Instead has built its reputation on delivering outstanding care, exceptional client experiences, and a commitment to raising standards across the care sector.
The Jefferies Group operates four neighbouring Home Instead franchises across South West London and Surrey. Established in 2010, our offices have each earned an Outstanding rating from the Care Quality Commission and are recognised as some of the highest-performing Home Instead businesses in the UK.
Our Live-In Care service is a particular area of excellence. Live-In Care clients account for approximately 7% of our client base and around 30% of Group revenue. As such, this role carries significant responsibility for protecting and enhancing the quality, reputation and sustainability of one of the most important services we provide.
Supporting clients with complex needs, advanced conditions, and high levels of dependency, we have built one of the most successful and respected Live-In Care operations within the Home Instead network. While Live-In Care clients represent a relatively small proportion of the people we support, they account for a significant part of our business and receive an exceptional level of attention, expertise, and coordination.
We are proud of the quality of care we deliver, the professionalism of our Care Professionals, and the trusted relationships we build with clients, families, and healthcare professionals. Our ambition is simple: to provide the very best Live-In Care service in the UK and enable our clients to live safely, comfortably, and with dignity in the place they call home.
Job Purpose:
The Live-In Care Manager acts as the central point of leadership for approximately half of the Group's Live-In Care clients and packages, ensuring that their clients receive exceptional person-centred care, outstanding service, and proactive support. The role is responsible for monitoring care quality, supporting Care Professionals, coordinating the client's wider circle of care, and driving continuous improvement in service delivery.
Working alongside the Head of Live-In Care, the role plays a key part in maintaining the exceptional standards for which the Jefferies Group's Live-In Care service is known. Whilst the primary focus is quality assurance and service delivery, the role will also support the continued growth of the service through involvement in client consultations and other business development activities as required.
Live-In Care clients represent some of the most vulnerable individuals we support, often requiring complex, high-dependency care and extensive coordination between family members, healthcare professionals, Care Professionals, and the office team. Although Live-In Care clients account for a relatively small proportion of our client base, they represent a significant proportion of our business and require the highest levels of service, responsiveness, and professional oversight.
The Live-In Care Manager acts as the central point of leadership for their designated Live-In Care packages, ensuring that their Clients receive exceptional person-centred care, outstanding service, and proactive support. The role is responsible for monitoring care quality, supporting Care Professionals, coordinating the client's wider circle of care, and driving continuous improvement in service delivery.
Whilst this role does not hold CQC Registration, the successful candidate must possess a strong understanding of working within a highly regulated care environment and be committed to maintaining the highest standards of compliance, governance, and client safety with vulnerable people living with advanced conditions and requiring extensive health and wellbeing support.
Key Responsibilities:
Quality Assurance and Clinical Oversight
- Maintain oversight of designated Live-In Care clients and packages.
- Ensure care delivery consistently meets the organisation's standards for quality, safety, and client experience.
- Conduct regular quality assurance visits, service reviews, and care audits.
- Monitor outcomes for clients and identify opportunities to improve care delivery.
- Ensure care plans, risk assessments, and documentation remain accurate and up to date.
- Initiate investigations and respond appropriately to incidents, complaints, concerns, and safeguarding matters.
- Work closely with the Registered Care Manager to ensure compliance with CQC requirements and best practice.
Client and Family Relationship Management
- Build strong and trusted relationships with Live-In Care clients and their families.
- Act as the primary point of escalation for complex client situations.
- Ensure families receive excellent communication, support, and responsiveness.
- Lead regular client reviews and proactively identify changing needs.
- Coordinate effective communication between all parties involved in a client's care.
Coordination of the Circle of Care
- Working with appropriate Client Advocates and Family members, coordinate and support the wider network of professionals involved in a client's care, including GPs, district nurses, therapists, social workers, case managers, and private healthcare providers.
- Ensure information is shared appropriately and care remains coordinated and person-centred.
- Support effective hospital admissions, discharges, respite, and transitions of care.
- Ensure office teams work collaboratively to deliver a seamless client experience.
Care Professional Support and Supervision
- Provide ongoing supervision, guidance, and support to Live-In Care Professionals.
- Conduct observations, competency assessments, and quality checks.
- Support Care Professionals in managing complex care situations.
- Ensure Care Professionals have access to appropriate training and development.
- Promote high levels of engagement, professionalism, and retention in the Live-In Care team.
- One weekend per month providing shared Out of Office hours On Call support.
Service Excellence
- Champion exceptional standards of service across all aspects of the Live-In Care service.
- Monitor client satisfaction and implement improvements where required.
- Ensure the organisation delivers a premium service that reflects the expectations of clients purchasing Live-In Care.
- Work with colleagues across Recruitment, Scheduling, Training, and Care Management to ensure the highest possible service standards are maintained.
Business Development Support
- Support the Head of Live-In Care in the growth and development of the Live-In Care service.
- Conduct Care Consultations with prospective clients and their families when required.
- Assist in assessing prospective clients' needs and determining the suitability of Live-In Care.
- Contribute to the development of person-centred care proposals and support plans for prospective clients.
- Represent the organisation professionally during consultations, demonstrating the expertise, quality, and values of the Jefferies Group.
- Work collaboratively with the Head of Live-In Care and wider office teams to ensure a smooth transition from enquiry to service commencement.
- Identify opportunities to enhance the client experience and support the continued growth of the Live-In Care service.
Compliance and Governance
- Maintain a thorough understanding of relevant legislation, regulations, policies, and best practice guidance.
- Own and maintain Live In Care client documentation to ensure it is continuously up to date, accurate and compliant to both CQC and brand standards
- Support audits, inspections, and quality assurance activities.
- Ensure all Live-In Care services are delivered in accordance with company policies and regulatory requirements.
- Identify and mitigate risks to clients, Care Professionals, and the organisation.
Person Specification
Essential
· Significant experience within domiciliary care, live-in care, complex care, or a related health and social care setting.
- Strong understanding of person-centred care and quality assurance.
- Experience supporting high-dependency or complex care clients.
- Demonstrable experience working within a highly regulated environment.
- Excellent communication and relationship management skills.
- High confidence using all modern cloud based platforms and communication tools.
- Strong organisational and problem-solving abilities.
- Ability to manage multiple stakeholders and complex situations.
- Full UK driving licence and access to a vehicle.
Desirable
- Level 5 Diploma in Leadership for Health and Social Care (or willingness to work towards).
- Experience supervising or managing care teams.
- Knowledge of dementia care, frailty, end-of-life care, and complex health conditions.
- Understanding of CQC regulatory requirements and inspection frameworks.
Success Measures
- High levels of client and family satisfaction.
- Positive outcomes from quality assurance visits and audits.
- Excellent compliance with care plan reviews and documentation standards.
- High levels of Care Professional engagement and retention.
- Effective management of incidents, complaints, and safeguarding concerns.
- Positive engagement with members of the hourly care office teams.
- Consistently outstanding delivery of Live-In Care services across the organisation.
- Successful management of approximately 50% of the Group's Live-In Care client portfolio.
- Positive contribution to Live-In Care growth through support of consultations and client onboarding activities.
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Company pension
- Employee discount
- On-site parking
Work Location: In person
