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Engagement Coordinator

United Kingdom, London Borough of Southwark 29618.00 GBP / Year · Job Posted June 10, 2026
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Job Description

We are seeking a compassionate and detail-oriented Engagement Coordinator to support our care team by ensuring the well-being of our service users and care professionals. This role involves a range of responsibilities, including conducting engagement and wellbeing calls, handling incidents, accidents, and medication errors, and facilitating surveys to gather feedback on care services. You will be integral in ensuring that care delivery is safe, responsive, and centred around the needs of our clients and care workers.

Job Responsibility

  • Conduct regular Wellbeing and Engagement calls to Care Professionals, ensuring their needs and concerns are addressed
  • Conduct regular supervisions with Care Professionals in line with the group governance policy
  • Handle situations involving care worker absences (AWOL), and manage the transition of care worker leavers effectively
  • Receive and share compliments, ensuring that positive feedback is acknowledged and celebrated
  • Carry out 'Voice of the Customer' surveys to gather valuable feedback on care services and use insights to drive improvements
  • Record, respond to, and manage incidents, accidents, medication errors, and missed visits, ensuring appropriate documentation and follow-up action
  • Investigate and document any incidents, ensuring all steps are taken to address and resolve the situation
  • Monitor compliance for Care Professionals, taking necessary action to ensure the team is up to date with supervisions, DBS checks, RTW documentation, and Care Professional update training
  • Ensure all protocols are followed when responding to wellbeing concerns, accidents, and medication errors
  • Ensure all systems are kept up to date, including but not limited to, People Planner and Active Care Planning (ACP)
  • Provide regular reports to the Care Manager, highlighting any issues or trends
  • Report any concerns raised through Wellbeing and Engagement Calls and feedback from Voice of the Customer to the Care Manager to facilitate creation of action plans for service improvement

Requirements

  • Experience in a healthcare with a strong focus on care and service quality
  • Strong communication skills and the ability to engage effectively with staff, clients, and families
  • Detail-oriented with a focus on documentation, reporting, and resolving issues in a timely manner
  • Ability to handle sensitive situations with empathy and professionalism
  • Knowledge of regulatory standards and best practices in healthcare or homecare settings is advantageous

Nice to have

  • Excellent organisational and problem-solving skills
  • A proactive and positive approach to team collaboration and customer service
  • Ability to remain calm under pressure and manage complex situations with confidence

What we offer

  • 22 Days Holiday (increasing to 25 days after 3 years’ service) plus bank holidays
  • Occupational Maternity Pay & Adoption Pay
  • Occupational Paternity Pay
  • Death in Service Payment
  • Occupational Sick Pay
  • Wellbeing resources
  • Financial advice
  • Up to 14% discount at over 40 retailers
  • Access to further qualifications and courses
  • Career progression opportunities

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