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Job Title: Regional Manager - Service Quality

Location: Eash of England, Suffolk

Job Type: Full-Time

Pay Rate: Upto 50,000 Pounds Per Anum

Job Description:

We are seeking an experienced and results-oriented Regional Manager - Service Quality to join our dynamic team. As the Regional Manager, you will be responsible for overseeing and maintaining service quality standards within your designated region. Your main objective will be to ensure exceptional customer experiences and drive overall customer satisfaction.

Responsibilities:

Service Quality Management: Develop and implement service quality standards and procedures across the region, ensuring consistency and adherence to regulatory guidelines and industry best practices specific to the healthcare sector.

Regional Oversight: Take ownership of service quality metrics, including patient satisfaction scores, adherence to clinical protocols, compliance with healthcare regulations, and key performance indicators. Analyze data to identify areas for improvement and implement action plans to address any deficiencies.

Team Leadership: Manage and support a team of service quality professionals within the region, including healthcare providers, nurses, and administrative staff. Provide guidance, coaching, and training to enhance their skills and ensure consistent delivery of high-quality patient care and service.

Patient Experience Enhancement: Collaborate with cross-functional teams, such as doctors, nurses, and support staff, to identify opportunities for enhancing the patient experience. Implement initiatives to improve service delivery, streamline processes, and exceed patient expectations in terms of care, comfort, and communication.

Escalation Management: Resolve escalated patient issues and complaints promptly and effectively. Serve as a point of contact for complex service-related matters and provide guidance to frontline staff in resolving challenging patient situations with empathy and professionalism.

Performance Monitoring: Monitor service quality metrics, conduct regular audits of medical records, patient feedback, and clinical outcomes to track regional performance. Develop actionable reports and present findings to senior management. Recommend strategies for continuous improvement in patient care and service quality.

Compliance and Regulatory Adherence: Ensure that service quality practices align with healthcare regulations, industry standards, and legal requirements. Stay updated on changing healthcare policies, accreditation standards, and best practices to drive innovation, patient safety, and maintain a competitive edge.

Relationship Building: Cultivate strong relationships with key stakeholders, both internal and external, including physicians, healthcare professionals, patients, and regulatory bodies. Foster collaboration and promote a culture of service excellence, interdisciplinary teamwork, and patient-centered care.

Requirements:

• Proven experience in a similar role within the healthcare or care home industry.
• Sound knowledge of relevant regulatory requirements CQC
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Attention to detail and ability to manage multiple priorities effectively.
• Demonstrated commitment to resident-centred care and continuous improvement.
• Hold a full UK driving licence
• NMC registered nurse with relevant post-registration experience, desirable but not essential.

Benifits:

• We are a Living Wage Employer, ensuring you’ll be properly remunerated for your hard work.
• We’ll pay for your full DBS disclosure
• Automatic enrolment into the Blue Light Scheme. We’ll reimburse the £4.99 enrolment fee of this fantastic scheme that offers discounts on holidays, days out and over 15,000 national brands.
• Your uniform will be provided – this is another cost that we think it’s essential that we cover for you
• Enhanced rates of pay for bank holidays
• Comprehensive induction and training programme.
• Opportunities for career development and progression.
• Wellbeing support – your health is important to us, and we’ll ensure that if you need help, you can access our employee support scheme.
• Contributory pension Scheme
• Monthly Car Allowance
• Private medical cover
• 25 days annual leave plus bank holidays entitlement

Join our team and make a significant impact on service quality standards within our organization. We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth. If you are passionate about delivering exceptional service and driving customer satisfaction, we would love to hear from you.

Job Type: Full-time

Salary: £50,000.00 per year

Benefits:

• Discounted or free food
• Employee mentoring programme
• Enhanced paternity leave
• Free or subsidised travel
• Free parking
• Health & wellbeing programme
• Language training provided
• On-site parking

Flexible Language Requirement:

• English not required

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme
• Commission pay
• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Suffolk: reliably commute or plan to relocate before starting work (required)

Experience:

• Care Home Managing: 1 year (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person