Routes Healthcare – Service Manager – Complex Care

Routes Healthcare are a leading service provider in the North of England delivering over 1.8 million hours of care per year to the community. We specialise in high quality homecare covering complex care, clinical care and reablement as well as hospital discharge solutions to the NHS.
We work closely in partnership with the NHS and local authorities to support individuals to live independently in their own homes and achieve their own outcomes.
We promote a strong positive, can-do attitude and a well-supported engaged workforce. . At Routes Healthcare, our ethos is ‘Excellence in all we do’. We aim to deliver a high-quality service for our clients that our employees can be proud of.
Currently we are expanding as a business which leaves us looking to recruit a passionate experienced Service Manager to join our team and propel Routes along their journey into the future of Healthcare.

Role: Service Manager – Complex Care
Hours: Full time hours 35 per week.
Salary: negotiable depending on experience.


Role purpose and overview

To act as Service Manager in upholding the National Minimum Standards and expected Outcomes as laid down by the Care Quality Commission (CQC); to ensure that the yearly inspection and ‘drop-in’ inspections are passed without issue.

The Service Manager will take on accountability for the all complex care services within your defined geographical area, ensuring compliance with company polices and regulatory requirements; striving to achieve 100% compliance on internal and external audits.

To work closely in a collaborative way with all other agencies and stakeholders including Trust, Agencies, Care Homes, Nursing Homes, Private Sector Hospitals and Clinics, NHSP, nurse banks, commissioners and CCG’S.  To manage demand, control costs, assure quality, resolve issues and encourage partnership within the customer/supplier relationship and employer/employee relationship.

To promote teamwork within and across the network.  To put the interest of the company first and positively demonstrate a team approach.

To put the best interests of clients and patients first.  To champion quality of service meeting the highest standards of excellence and to never compromise these in the pursuit of profit.

The Service Manager will be required at all times to follow CQC regulations and work in line with legislation such as Health and social Care Act, Care Standards Act, Agency Worker Regulations and The Disclosure and Barring Service (DBS) Guidelines.





  • Treat all Routes Healthcare employees and internal customers with respect to engender company team spirit and maximise individual job enjoyment, allowing them to develop their skills in a supportive environment.
  • To ensure that clients are assured of the integrity of Routes Healthcare by demonstrating that the Service Manager is a fit person.  You must be prepared to undertake periodic management training to update knowledge skills in in order to maintain competence.
  • Be the first port of call to assist with complaints and grievances. To deal with them appropriately, adhering to policy and procedure and notifying CQC as necessary.
  • To comply with data protection and confidentiality legislation.
  • To ensure health and safety and welfare of all visitors to Routes Healthcare and where appropriate in the field.
  • To ensure the service is operated in a manner which reflects company policy as described in company Policies and Procedures, Service User’s Guide and Staff Handbook.
  • To maintain regular contact with healthcare workers including appraisals, observations, training and competencies.
  • To perform performance reviews/1-1’s 4-6 weekly as a minimum and weekly team meetings with the service team.


  • To complete CQC statutory notifications when required to do so.
  • To comply with all mandatory legislation in order to provide care solutions to Clients. E.g. the Care Act 2014, Care Standards Act, Employment Law, AWR, Pensions Act, Working Time Regulations and CQC Outcomes.
  • To complete Risk Assessments as necessary, in line with current legislation.  These may include field-based assessments, worker and client assessments.


  • To ensure accurate payroll information such as add/deds, petty cash, DBS payments and timesheets are submitted to meet the required deadline.
  • To keep pay rates and charge rates for all temporary roles in line with Agenda for change, NHSP and other agencies to ensure Routes Healthcare remains competitive and fair at all times.
  • To ensure all steps are taken to assess the ability of clients to pay promptly before doing business, to gain optimum results from sales and service efforts.
  • To manage the financial income and expenditure for the Service and build reports as requested by the Operations Director.
  • To strive to meet all budgeted targets set in the business plan.


  • Train and develop staff to enable them to achieve optimum productivity and performance whilst providing a quality service.
  • To ensure that that all workers supplied are competent and trained to undertake the activities for which they are assigned and responsible for.
  • To ensure that compliance is meeting expectations e.g. 95% at ad-hoc compliance.

Occasional Tasks

  • Chair meetings as appropriate


  • To comply at all times with the Company’s procedures regarding Conduct and Confidentiality.
  • To be responsible, while at work, for ensuring that reasonable care is taken for one’s own health and safety and also for the health and safety of others. 
  • To be responsible and take ownership for one’s continuous personal development, undertaking relevant training as and when appropriate, including appropriate Health and Safety Training. 
  • To be responsible for any other task identified by the Line Manager as falling reasonably within the scope and range of the position.

Qualifications and Professional Registration/Memberships




NVQ Leadership & Management or equivalent

Level 5 or equivalent/relevant experience/qualifications

Create & record a minimum of 5 days relevant CPD per year to ensure up to date knowledge of good practice



As our commitment to you there are a fantastic range of employee benefits available some of which include:
• 25 days paid holiday
– 8 days paid Bank Holiday
– Extra day off for your birthday
• Opportunity to earn bonus after successful probation period
• Opt in to work based pension
• Full support, to enable you to do your job with confidence
• Opportunity for career progression and CPD, based on your career aspirations and your discussion with your line manager.
• Full induction provided.

Above all we want you to enjoy coming to work, have the freedom to be yourself and make a positive impact to clients, care staff, colleagues and commissioners.


Why work with us?

Great rates of pay

Flexible working hours – just let us know when you would like to work

Career development – we have a range of opportunities for you to progress to

24hr support, 7 days a week – you are never on your own, we are always there to support you

Your route into care

Routes Healthcare want people to join our team who are passionate about a career in care. We want to accelerate your skills by identifying your training needs and engage you with one of our qualified nurses to deliver your customised training plan to allow your career in care to come on leaps and bounds.

Care assistants support others to live independently in their own homes, which can include supporting hobbies, activities and day trips, personal care and any other needs of our service users. If you’re looking for a career that genuinely makes a difference to people’s lives, Routes Healthcare want to hear from you.

Get in touch

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