Company Description

The Registered Branch Manager holds a pivotal leadership position, responsible for the effective day-to-day management and operational performance of a high-volume domiciliary care service delivering over 5,000 care hours per week across Hertfordshire. Based in the heart of Bishop's Stortford, the manager ensures the consistent delivery of safe, high-quality, person-centred care to individuals living in their own homes.

This role involves leading and inspiring a dedicated team of care coordinators, supervisors, and care workers, while overseeing all aspects of branch operations — including compliance, quality assurance, staff performance, client satisfaction, and contractual obligations. The Branch Manager ensures the service meets and exceeds CQC standards, operates within regulatory and legislative frameworks, and achieves both operational efficiency and business growth.

Brighter days. Fresh challenges. Exciting opportunities. Plenty of ups, some downs, and a few curveballs. At care by us, every day is different, every day offers you the opportunity to do meaningful and rewarding work that changes people's lives.

We support service users in the following locations across Hertfordshire

• Buntingford  
• Stevenage – Roebuck, Broadwater, Shepnall, Poplars, Chellis, Symonds Green, Fishers Green, Pin Green, Chells Manor, St Nicholas, Old Town, Walkern 
• Puckridge, Braughing, Little Hadam (Driver)  
• Knebworth, Datchworth Green 
• Bishops Stortford – Havers, Birchanger Hockerill, Thorley  
• Tonwell, High Cross  
• Sawbridgeworth – North End Estate, Lower Steering, High Wynch 
• Ware – Kings Hill, Pine Hurst  
• Hertford – Fordwich, Bengeo, Folly Island, Sele Farm, Horns Mill, Hertford Heath  
• Stanstead Abbots – Stanstead St Margarets, Little Amwell 
• Hoddesdon – Rye House, Broxbourne, Turnford  
• Churchgate, Cheshunt Waltham Cross 
• Little Berkmenstead 
• Babbs Green, Tonwell, Much Hadam, Watton at Stone, Hadam Cross 

Job Description

Key Responsibilities Of The Registered Branch Manager:

• Team Leadership and Development:
  Recruit, develop, and manage a team of domiciliary care workers. Provide ongoing training, supervision, and support to ensure staff deliver compassionate and person-centred care in line with individual service user needs.
• Care Delivery Oversight:
  Ensure appropriate staffing levels to meet client care plans and service demands. Maintain oversight of care delivery standards to ensure services are safe, responsive, and of high quality.
• Regulatory Compliance:
  Ensure all activities within the branch comply with relevant care regulations (such as CQC standards), internal policies, and the expectations of local authority or private contract holders. Keep up-to-date and accurate records to support audits and inspections.
• Rostering and Scheduling:
  Manage the scheduling and rostering of care workers to match client care plans and preferences. Ensure shifts are efficiently covered and care continuity is maintained. Accurately record working hours and ensure correct pay and mileage for staff.
• Client Care and Relationship Management:
  Maintain regular communication with service users and their families to monitor satisfaction, adapt care plans as required, and respond to concerns promptly and professionally.
• Service Quality Monitoring:
  Regularly review and audit care provision, staff performance, and client feedback. Implement improvement plans where needed to maintain and enhance service standards.
• Branch Operations:
  Take ownership of the branch’s overall performance, including growth targets, staff retention, and budgetary control where applicable. Promote the service locally to increase referrals and maintain a strong reputation.

Other Responsibilities:

• Act as an ambassador for the organisation, upholding a high standard of professionalism at all times, and promoting the values of dignity, respect, and compassionate care in every aspect of service delivery.
• Ensure clear, timely, and effective communication across all levels of the service — including staff, service users, families, healthcare professionals, and commissioning bodies — to support safe and coordinated care.
• Champion anti-discriminatory, inclusive, and person-centred practice, ensuring equality, diversity, and individual rights are embedded in daily operations, in line with the Health and Social Care Act and CQC’s Key Lines of Enquiry (KLOEs).
• Uphold confidentiality and data protection standards, protecting the privacy of service users, staff, and the organisation in compliance with GDPR and safeguarding policies.
• Promote and maintain a safe environment, ensuring all staff follow health and safety legislation, complete risk assessments, and adhere to infection prevention and control measures.
• Engage in and support continuous professional development, including mandatory training, reflective supervision, and performance appraisals, fostering a culture of learning and accountability to improve quality of care.
• Support CQC compliance and inspection readiness, contributing to audits, service reviews, and quality improvement initiatives in line with the five CQC domains: Safe, Effective, Caring, Responsive, and Well-led.

Qualifications

What we’re looking for in the Registered Branch Manager

Care and Regulatory Knowledge

• Strong understanding of the principles of high-quality care and person-centred practice.
• In-depth knowledge of the statutory and regulatory frameworks, including the Health and Social Care Act, CQC regulations, safeguarding requirements, and local authority procedures.
• Understanding of the specific needs of service user groups relevant to the local office (e.g. older adults, people with dementia, learning disabilities).
• Good awareness of health and safety legislation, risk assessment procedures, and effective risk management in a home care setting.

Sector and Business Insight

• Understanding of the home care market, including current trends and challenges, both locally and nationally.
• Knowledge of the principles of business management and service development, including marketing, recruitment, quality assurance, and strategic growth.
• Commitment to equality, diversity, and inclusion, with an understanding of how to implement these in practical care scenarios.

Communication and Interpersonal Skills

• Strong interpersonal skills, including the confidence and ability to address groups such as staff teams, families, and external stakeholders.
• Excellent verbal communication skills, with clear and professional spoken English.
• Excellent written communication skills, suitable for writing reports, care plans, correspondence, and formal documentation.

Technical and Administrative Skills

• Relevant accounting and budget management skills, including planning, monitoring, and reporting on financial performance.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, etc.) for reporting, record-keeping, and communication.
• Competent in email communication and internet-based research, including sourcing sector information, regulatory updates, and training resources.
• Ability to conduct practical assessments of staff and service delivery to ensure compliance and high standards of care.

• GCSEs (or equivalent) in Maths and English at grades A–C

• NVQ/QCF Level 5 Diploma in Health and Social Care or Registered Managers Award (RMA) (or equivalent qualification)

• Full UK driving licence or the ability to travel independently

• This position is subject to an Enhanced DBS/Access NI Disclosure, as applicable

Additional Information

What We Offer

At City & County Healthcare Group, we’re committed to your personal and professional growth. We provide comprehensive training and continuous development opportunities through self-directed learning, coaching conversations, e-learning modules, and access to further qualifications and accredited courses. Whether you’re looking to progress within your branch or explore opportunities across our wider group, you’ll have the support and guidance needed to grow your career in care.

We believe in recognising the meaningful and impactful work our teams do every day. That’s why we offer a competitive benefits package, including:

• Access to a wide range of wellbeing resources and financial advice
• Up to 14% discount at over 40 major retailers, including Tesco, John Lewis, and many more
• A strong culture of support, recognition, and opportunity within a leading care provider
• Enhanced occupational maternity and adoption pay.
• Enhanced occupational paternity pay entitlement.
• Death in Service Payment
• Pension scheme
• Benefits and Well-being Platform
• Cycle to work scheme.
• Refer a friend scheme – earn £300 per referral!
• Local work and paid mileage
• Access to our in-house app

Join us and take pride in a role that truly makes a difference.

We're an equal opportunities employer. Thanks to the commitment of our health care assistants, we see extraordinary achievements happen every day. We are transforming the care industry by working smarter, using innovative tech and driving forward positive change. As the largest care company in the UK, we have care assistant vacancies across the country, and we offer a world of career opportunity, choice and security.