Quality & Compliance Manager

Home Instead is a warm, family-run care company passionate about making a difference in the lives of our clients and our employees.

Our mission is to provide high-quality services that bring joy and comfort to those we care for, while also creating a supportive and nurturing environment for our team.

Home Instead Newport & Monmouthshire is looking for aQuality & Compliance Manager to oversee quality assurance and Care Professional compliance across our two branches.

We support older people to live independently in their own homes, with care built around relationships, continuity and individual needs. Working closely with our Operations Director, Registered Care Managers and Client Care Coordinators, you will help ensure our services are safe, person-centred and consistently ready for inspection.

You will take ownership of our quality assurance programme, Care Professional compliance monitoring and Continuous Improvement Plan. You will identify gaps, agree clear actions and check that improvements have been completed and sustained.

This is a practical role for someone who enjoys getting into the detail, supporting colleagues and following things through. You will need to be proactive, comfortable challenging poor practice and confident holding others accountable.

Key responsibilities

Care quality and inspection readiness

• Audit care plans, risk assessments, medication records and daily care notes, ensuring they are accurate, current and reflect each client’s needs, preferences and desired outcomes.
• Check that care documentation is consistent and clearly linked, with a clear “golden thread” connecting identified needs, risks and the support provided.
• Monitor practice against CIW Regulations & Home Instead Franchise standards.
• Maintain clear evidence of compliance and support the management team with inspection preparation and follow-up actions.
• Monitor the completion and quality of client reviews, ensuring agreed changes are reflected promptly in care records.

Care Professional compliance

• Take responsibility for monitoring and maintaining Care Professional compliance across both branches, from recruitment and onboarding through to ongoing employment.
• Audit staff files to ensure required recruitment checks, references, employment histories and supporting documentation are complete and up to date.
• Monitor mandatory and refresher training, condition-specific training, competency assessments, spot checks, supervisions and appraisals.
• Track relevant registrations, right-to-work documentation and other time-sensitive requirements, ensuring follow-up takes place before deadlines.
• Work with recruitment, training and care management colleagues to resolve gaps, with clear responsibilities and timescales.
• Escalate concerns promptly where compliance gaps could affect a Care Professional’s suitability or readiness to deliver care safely.

Continuous Improvement Plan

• Take ownership of the Continuous Improvement Plan across both branches, ensuring findings from audits, inspections, incidents, complaints and feedback lead to measurable improvements.
• Maintain a live plan recording areas for improvement, agreed actions, responsible individuals and completion deadlines.
• Work with managers and team members to prioritise actions according to risk and impact on care quality.
• Monitor progress, follow up overdue actions and escalate barriers or recurring concerns.
• Verify that actions have been completed effectively, retain supporting evidence and check that improvements are sustained.
• Report progress to the leadership team and share learning to strengthen practice across both branches.

Feedback, incident learning and team support

• Identify themes from client and Care Professional feedback, reviews, surveys, compliments and complaints.
• Review incidents, safeguarding concerns and medication errors with the management team, identifying recurring issues and monitoring follow-up actions.
• Support colleagues to understand quality expectations through practical guidance, coaching and constructive feedback.
• Challenge practice that falls below expected standards and ensure concerns are addressed.
• Provide clear management reports on audit findings, compliance performance, emerging risks and priorities for improvement.

​​​​​​​A relevant qualification in health and social care, care management or quality assurance would be advantageous.

• Experience in quality assurance, compliance or care management within adult social care, ideally domiciliary care.
• A strong understanding of person-centred care, safeguarding, medication management and the Welsh care inspection framework.
• Experience auditing care records and staff files, identifying gaps and translating findings into practical improvements.
• An understanding of safe recruitment, staff development and ongoing Care Professional compliance.
• Excellent attention to detail and the ability to spot inconsistencies, missing information and recurring problems.
• The confidence to have constructive conversations, hold colleagues accountable and escalate concerns appropriately.
• Strong organisational skills, with the ability to manage competing priorities and follow actions through to completion.
• A proactive approach, taking ownership of issues and moving them towards resolution.
• Confidence using digital care planning systems and spreadsheets to monitor quality and report findings.
• The ability to travel between our offices and throughout our service areas.

Why join us?

This is an opportunity to make a visible difference to the care people receive and help shape how quality is managed across two branches. You will work closely with the leadership team, support colleagues to develop their practice and see the impact of your work in clients’ everyday lives.

We are looking for someone who cares about getting things right, understands the people behind the paperwork and takes pride in seeing improvements through.

Benefits:

• Free parking
• On-site parking