Care Service Manager

About the Company

Home Instead SUR Group is dedicated to providing high-quality care at home, ensuring that clients receive the support they need in a compassionate and respectful environment. Our mission is to enhance the lives of seniors and their families, fostering a culture of excellence and integrity.

About the Role

The Service Manager for Home Instead SUR Group plays a key leadership role within Home Instead East Lothian, responsible for driving high standards of care, compliance, team performance and client satisfaction. This is a hands-on leadership role that blends operational oversight with people management, compliance improvement, and business growth. You will lead with energy, positivity, and professionalism. Strengthening the management team, championing the development of our care professionals, improving compliance outcomes, and fostering a culture that reflects Home Instead's core values of respect, compassion, and excellence.

Responsibilities

Leadership & Culture

• Lead by example with an energetic, upbeat and people-focused approach that inspires others.
• Build and strengthen the management team; create a positive, high-performing team culture.
• Champion growth and development of Care Professionals, encouraging learning, progression and engagement.
• Role model the Home Instead values and behaviours in all aspects of work.
• Promote teamwork, accountability and pride in delivering exceptional care at home.

Operational Management

• Oversee the day-to-day delivery of care at home services across East Lothian, ensuring consistent quality and client satisfaction.
• Ensure that care is delivered safely, efficiently and in line with Home Instead policies, systems and routines.
• Manage operational performance, ensuring targets are achieved for care hours, service growth, compliance, and client retention.
• Understand and monitor company systems and digital tools used for scheduling, care planning and reporting.
• Ensure efficient allocation of resources, balancing business growth with staff wellbeing and workload management.

Compliance & Quality

• Improve compliance outcomes through proactive quality assurance and audit activity.
• Ensure full compliance with Care Inspectorate standards, health and safety, and company policies.
• Conduct and oversee risk assessments of care plans, ensuring safe and person-centred service delivery.
• Lead or contribute to inspections, action plans, and continuous improvement initiatives.
• Maintain accurate, auditable records and reports.

People Management & Development

• Manage, motivate and support care coordinators, team leaders and care professionals.
• Deliver effective performance management, addressing issues promptly and fairly, while recognising and rewarding good performance.
• Support retention of Care Professionals, ensuring a consistent, skilled, and values-driven workforce.
• Facilitate learning, supervision, and professional development to strengthen the overall team.

Client & Stakeholder Relationships

• Build strong, trusting relationships with clients, families, and the wider community.
• Respond effectively to client feedback and concerns, using insight to drive service improvements.
• Engage with local partners, health professionals, and community networks to enhance the reputation and reach of Home Instead.
• Support business growth through relationship-building and community visibility.

Strategic & Growth Focus

• Work closely with the wider group and other Service managers to identify opportunities for service expansion and business growth.
• Champion initiatives that enhance reputation, visibility, and client satisfaction.
• Contribute to strategic planning and operational delivery to achieve growth and quality goals.

Qualifications

• Proven experience in care at home / community care services, with strong operational and people management background.
• Understanding of Care Inspectorate standards, compliance frameworks, and quality monitoring.
• Demonstrated ability to improve compliance outcomes and drive service performance.
• Strong leadership and team-building experience - able to motivate, develop and strengthen management and care teams.
• Confident in risk assessing care plans and managing service delivery safely.
• Excellent communication, organisation, and relationship-building skills.
• Competent user of care management systems and IT tools.
• Target-driven and results-oriented while remaining people-focused and values-led.
• Full UK driving licence and access to a vehicle.

Required Skills

• Prior experience within the Home Instead network or similar quality-led provider.
• Experience managing a home-based or field-based team.
• Knowledge of East Lothian's local care landscape and community networks.

Preferred Skills

• Energetic and upbeat - brings positivity and momentum to the team.
• People-focused - builds strong, trusting relationships with both clients and staff.
• Driven and results-oriented - motivated to meet goals and deliver excellence.
• Uses initiative - identifies solutions, not just problems.
• Values-led - demonstrates integrity, respect, compassion and professionalism.
• Good attitude - combines professional competence with warmth, empathy, and life experience.
• Resilient and adaptable - comfortable working under pressure and managing change.
• Collaborative - works effectively with peers, leaders, and external partners.

Enjoy savings of up to 40% on cinema tickets. Benefit from discounts on Gym memberships. Special offers on holiday bookings. Get 40% off breakdown cover with AA breakdown. Unlock exclusive perks and discounts on popular brands. Earn up to £250 for each successful employee referral

If you're ready to start a career where you can go home knowing you've made a difference to someone's life, we'd love to hear from you. Apply today and help us