Head of Customer Experience & Safeguarding Supported Living Service, Stockport

Job Role:

We are looking to recruit a new Head of Customer Experience and Safeguarding to work within established team and closely with the Executive team to ensure a robust and bespoke approach to Customer Care management and promote a range of initiatives that engage customer views and opinions in order to inform good quality services. The role will also provide senior strategic oversight of Safeguarding management.

The Head of Customer Experience and Safeguarding will work alongside senior colleagues to ensure a robust and bespoke approach to Customer Care management and promote a range of initiatives that engage customer views and opinions in order to inform good quality services. The role will also provide senior strategic oversight of Safeguarding management.

Directors and senior management team undertake investigations and follow up as required across our range of services and customers. This role is designed to support this leadership approach and enhance the process where helpful by adding to investigations or taking a lead in more complex cases. You will carry out on site investigations and support outcomes for more complex complaints or safeguarding investigations. You will ensure there is appropriate debrief action based learning and develop good practice directives based on complaints and safeguarding’s. You will ensure we look at the holistic feedback and have a key focus on learning also from positive feedback and compliments.

Responsibilities:

• Safeguarding reporting and register.
• Serious incident register.
• Death register- including follow up on unexpected deaths.
• Code red – internal escalation campaign.
• Whistleblowing public line and follow up.
• To promote Open cultures and ensure vigilance in preventing closed culture.
• Close working with HR cases that involve safeguardings.
• Safeguarding good practice/Escalation campaigns.
• Safeguarding training oversight.
• Present report to the Quality subcommittee of the Board, to Quality team meetings and Registered managers conferences as required.
• To work alongside investigating manager and when required External professionals to ensure duty of care occurs and that we follow up and follow through on our actions.
• To support accompany managers at Multi disciplinary meetings.

You will carry out on site investigations nationally when required and support outcomes for more complex complaints or safeguarding investigations. You will ensure there is appropriate debrief action based learning and develop good practice directives and develop. You will ensure we look at the holistic feedback and have a key focus on learning also from positive feedback and compliments.

The successful post holder will have excellent experience of social care management at a senior level. They will be a competent, organised and informed manager with a solid knowledge of safeguarding processes. We require a firm commitment to Customer engagement and complaint management to achieve strong outcomes. Excellent report writing skills and verbal and written communication is essential. Full training and induction will be provided. Comprehensive staff support package details in the job pack.

Experience Required:

• Good degree or equivalent.
• Significant proven experience of social care management and oversight preferably under CQC registration.
• Knowledge and experience of quality assurance processes, safeguarding management in the social care sector.
• Knowledge and experience of delivering high quality Customer care in the social care sector.
• Excellent level of report writing skills and comfortable with working with data and statistics.
• Senior level experience of management (departmental and team).
• Experience of multi-disciplinary working . Interview Essential 8. Good level of IT skills, including proficiency in the use of Word, Excel, PowerPoint and Outlook.
• Excellent written communication skills including the ability to draft, proof and edit correspondence, Safeguarding action plans and reports using a range of appropriate styles and formats.
• Numeracy and data entry skills and attention to detail
• Excellent verbal communication. Listening and delegation skills with the ability to adapt communication style to suit the audience.
• Good planning and diary management and prioritisation skills, with the ability to anticipate and think ahead to make the necessary arrangements linked to diary appointments.
• Excellent time management skills, including the ability to work on a variety of tasks and multiple projects and to prioritise these effectively.
• Experience and confidence in meetings including Zoom or other virtual meetings.
• Experience of dealing politely and helpfully with a wide range of people internally and externally.
• The ability to take the initiative under pressure and in the absence of detailed information.
• Willingness to travel and work flexibly according to the changing needs of a busy office.
• Ability to remain calm under pressure.
• Ability to handle competing deadlines, multi task and prioritise workload.
• Ability and willingness to undertake national travel (which is largely planned well in advance).
• Ability to work independently and often unsupervised.
• Commitment to excellent safeguarding good practice, customer care and to providing an outstanding service user experience.