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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)
Ensure all protocols are adhered to when addressing wellbeing concerns, accidents, and medication errors
Provide regular reports to the Care Manager, highlighting any issues or trends
Report any concerns raised through Wellbeing and Engagement Calls, as well as feedback from the Voice of the Customer, to the Care Manager
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
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
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 including Tesco, John Lewis and many more