About EdenCare Support Services Ltd
EdenCare Support Services Ltd provides high-quality, person-centred health and social care to children, young people and adults with complex needs in community and residential settings. We work closely with commissioners, local authorities, NHS partners and families to deliver safe, effective and compassionate services that meet regulatory requirements and individual outcomes. Our standards are high and we are committed to robust quality, governance and continuous improvement across all services.
Overview of Role
The Business Assurance and Quality Manager will have operational responsibility for understanding EdenCare’s strategy and determining the appropriate standards, benchmarks and frameworks required to achieve strategic and regulatory goals. The post holder will apply relevant standards (including CQC, local authority, NHS, ISO and ICO requirements) across the organisation and design quality assurance processes to monitor current performance, identify gaps, and drive improvement. They will create and oversee improvement plans, internal audit programmes and reporting, and provide the Directors with regular status reports on business risk, assurance, compliance and quality across EdenCare.
Main Responsibilities and Duties
· Interpret, build upon and comply with EdenCare quality, governance and risk management standards to ensure the organisation meets all regulatory and contractual requirements (including CQC, local authority and NHS standards).
· Continually review and improve processes, policies and systems to ensure the highest quality, safest and most effective service is delivered, aiming to exceed commissioner, regulator and service user expectations.
· Embed and champion a person-centred, outcomes-focused culture that drives quality improvements in practice.
· Manage internal stakeholders and oversee relationships with external regulators and partners including CQC, local authorities, NHS commissioners, ISO and ICO where applicable.
· Design, implement and document quality assurance activities including internal audits, thematic reviews, observational visits and compliance checks, with clear action plans and follow-up.
· Produce regular quality, risk and assurance reports for the Board and senior leadership, including analysis of incidents, complaints, compliments, audits, safeguarding and learning.
· Work closely with HR and Operations to review customer (service user, family, commissioner) feedback and satisfaction levels, and ensure these inform improvement actions.
· Develop and maintain a company-wide training matrix; identify mandatory and role-specific training needs; work with HR and managers to ensure training compliance and effectiveness.
· Develop training, guidance and documentation to support onboarding of new services, suppliers, systems and changes to operational processes, ensuring staff understand and apply quality and governance requirements.
· Work closely with Registered Managers to ensure safety and quality standards are consistently met and to support achieving and maintaining CQC “Good” or “Outstanding” ratings.
· Promote a “Quality Through Care” approach (adapting the Sales Through Service concept) by developing processes and tools that standardise internal training, supervision and development in quality, governance and customer experience.
· Support the development and maintenance of EdenCare’s risk registers, incident management, policy framework and business continuity arrangements.
· Contribute to tender responses, service development and mobilisation from a quality and governance perspective, ensuring new services are safe, compliant and well-governed from day one.
Additional Responsibilities
· Promote equality, diversity and inclusion in all aspects of work, in line with EdenCare policies and values.
· Undertake all duties confidentially and in accordance with UK GDPR and data protection legislation.
· Participate in staff development and mandatory training, taking responsibility for personal and professional development and demonstrating a flexible approach to duties.
· Comply with all EdenCare policies and procedures, including safeguarding, health and safety and whistleblowing.
· Undertake any other duties consistent with the role as may reasonably be required to meet the needs of EdenCare Support Services Ltd.
This job description is accurate at the date below. In consultation with the post holder it may be varied to reflect changes in the job and organisational needs.
Key Relationships
To form effective and co-operative working relationships with:
· Colleagues from various departments (Operations, HR, Finance, IT, Clinical leads).
· Registered Managers and Senior Leadership Team.
· Other internal support and service areas.
· External stakeholders including commissioners, regulators (CQC, local authorities, NHS), partner agencies and community groups.
Person Specification
Knowledge, Skills, Experience and Qualifications
Essential
· Educated to degree level or equivalent experience.
· Previous experience in a quality assurance, clinical governance or compliance role, ideally within health or social care.
· Strong leadership skills with a proven track record of change management and driving quality improvements in services.
· Excellent interpersonal and communication skills, with the ability to engage and present effectively at all levels, including Board, managers, front-line staff and external stakeholders.
· Computer literate, including proficient use of MS Office (Word, Excel, PowerPoint) and reporting/BI tools.
· Ability to identify needs, prioritise workloads, set achievable targets, evaluate progress and meet deadlines in a dynamic environment.
· Ability to exercise initiative, analyse information critically, propose solutions and accept responsibility for decisions.
· Strong understanding of regulatory and best-practice frameworks relevant to EdenCare (e.g. CQC regulations, fundamental standards, safeguarding, information governance).
Desirable
· Formal qualification in quality management, audit, governance or a related field.
· Experience of implementing or maintaining ISO or similar accredited standards.
· Experience of leading internal audits, CQC inspections or commissioner quality reviews.
KPIs / Expected Outcomes (to be agreed)
· Maintenance or improvement of CQC and commissioner quality ratings.
· Delivery of the annual audit and quality improvement plan.
· Demonstrable improvements in key quality metrics (incidents, complaints, training compliance, service user feedback).
Pay: From £34,900.00 per year
Work Location: In person
