Care Manager - #2093335

At edyn.care we’re on a mission to modernise live-in care - so people can live happy and safely at home, on their own terms instead of care homes. Founded with a belief that care can be done better, we combine exceptional carers, thoughtful operations, and powerful technology to deliver a fundamentally better experience for clients and families. 

We are made up of professional carers, support teams, care managers and technologists building a smart way to care. The first care company built from the bottom up specifically for live-in care which is proud to be regulated by the Care Quality Commission with a rating of ‘Good’. 

We are led by an energetic team and backed by industry professionals including the former chairman of the Care Quality Commission, former chairman of Four Seasons Care Group, Chairman of Trustpilot and other angel investors.

Already the highest-rated live-in care provider in England (4.8★ Trustpilot), we’re now scaling - and looking for exceptional people to help us build what outstanding care should look like in the 21st century.

Overview

We are looking for a passionate, proactive and highly organised Care Manager to join our Quality Assurance team at edyn.care. This role exists to ensure our live-in care packages remain safe, person-centred, compliant and consistently high quality. You will play a key role in monitoring care delivery across clients and carers, completing field and virtual visits, identifying risks early, and turning quality insights into action. You will carry out initial assessments, construct and review care plans, complete client and carer checks, support professional carers through spot checks, competencies and appraisals, and help ensure that every package is operating safely and effectively. You’ll work closely with the Registered Care Manager, Quality Assurance Manager, Care Managers, Care Coordinators and Compliance team to deliver a seamless, high-quality service across all touchpoints. Together, you will help embed a proactive, data-led quality assurance model that supports clients, families and carers while maintaining edyn.care’s high standards. This is an opportunity for someone who wants to go beyond traditional care management - combining hands-on field work, relationship building, safeguarding, quality assurance and operational improvement to help shape the future of live-in care.

What success looks like

First 90 Days

30 days:

Build relationships with northern carers and clients through introduction via email and then in-person visits

Understand current service delivery, risks, and opportunities through meet and greets and understanding our policies and procedures

Build relationships across QA, coordinators, and leadership

Become comfortable using our tech stack: web portal, slack, airtable, gdrive, spark

60 days:

Manage your field visit schedule at least two weeks in advance.

Demonstrate consistent completion of client and carer checks.

Identify package risks, trends or recurring issues and escalate appropriately.

Support carers through spot checks, competencies, appraisals and feedback.

Begin contributing clear data and insight to care management reporting.

90 days:

Demonstrate strong ownership of your client caseload.

Evidence timely completion of checks, tasks and follow-up actions.

Show measurable contribution to safer packages, better documentation and improved client/carer experience.

Consistently use systems and data to support decision-making.

Contribute to improvements in QA workflows, reporting and proactive care management.

What You’ll Be Doing

Care Quality & Client Support

• Carry out initial assessments for new clients.
• Create outcome-based care plans and update them as required.
• Complete care plan reviews, reassessments and renewal checks in line with QA schedules.
• Monitor client wellbeing, morale, environmental risks and care plan suitability.
• Develop and maintain strong relationships with clients and family members.
• Work closely with healthcare professionals, including GPs, nurses, social workers and other stakeholders.
• Ensure client outcomes are set, tracked and reviewed through care planning.
• Identify when outcomes have been achieved or need to be adjusted.
• Complete client offboarding processes, including completion of relevant forms and documentation.

Carer Quality Assurance & Support

• Complete field and virtual visits to assess professional carer wellbeing and performance.
• Carry out regular spot checks, in line with quality assurance framework
• Complete annual appraisals.
• Complete competencies, including medication, moving and handling, and other relevant care skills.
• Shadow and support carers where required.
• Identify training needs and escalate concerns around carer performance.
• Support a positive, professional and accountable carer culture.

Field Work & Caseload Management

• Complete 24 days in the field per quarter, per QA/Care Manager.
• Use CharlieHR or the agreed internal system to log days in the field.
• Plan visits based on package risk, geography, distance from home and client/carer needs.
• Manage your visit schedule at least two weeks in advance.
• Maintain a safe and manageable caseload, with a maximum of 20 clients per QA/Care Manager.
• Ensure the number of clients allocated remains comfortable and safe for Care Managers to manage effectively.

Safeguarding, Events & Risk

• Acknowledge safeguarding concerns immediately.
• Record safeguarding concerns on airtable the same day.
• Start safeguarding investigations on the same day they are raised.
• Report safeguarding concerns to appropriate stakeholders within 24 hours.
• Monitor and report events, incidents, hospital admissions and hospital discharges.
• Complete MAR Audits and follow up on medication errors within 24hrs
• Track event rate by reviewing the number of incidents per client across the quarter.
• Identify patterns, risks or themes and escalate them to the appropriate manager.
• Ensure urgent issues are dealt with safely, quickly and in line with policy.

Complaints & Compliments

• Record and escalate complaints to a manager within 24 hours.
• Measure time from complaint raised to complaint closed.
• Ensure complaint investigations are completed within 7 working days.
• Ensure outcomes are shared and complaints are closed within 14 working days.
• Record satisfaction with complaint resolution.
• Record compliments received from clients, family members, professionals, carers and office stakeholders.
• Contribute towards a target of 10 compliments per QA/Care Manager.

Tasks, Systems & Reporting

• Complete assigned tasks accurately and on time.
• Track total tasks completed, including relevant automated tasks on package base.
• Support review of whether carer base and main hub tasks should be included in task reporting.
• Aim for an average task completion time of 3 days.
• Report field data into care management team reporting and company KPIs.
• Maintain accurate records across airtable and other internal systems.
• Support the monitoring of outstanding MARs, audits and errors.
• Use data to identify trends, risks and areas for improvement.

Compliance & Continuous Improvement

• Ensure compliance with relevant legislation, regulations, safeguarding expectations and health and safety requirements.
• Support audit readiness through accurate documentation and timely follow-up.
• Collect QA forms from client homes where required.
• Support auditing, feedback and improvement activity.
• Participate in disciplinary processes where required, following company policies and procedures.
• Cover out-of-hours service on a rotational basis, approximately every 4-5 weeks.
• Contribute to improvements in workflows, reporting, quality assurance and care delivery.

Who You Are

Must-Have

• 3–5 years’ experience working in care, with at least 2 years in a supervisory role.
• Strong understanding of live-in care, domiciliary care or complex community care.
• Confident completing client assessments, reviews and care plans.
• Strong safeguarding knowledge and ability to manage risk effectively.
• Experience supporting, supervising or assessing carers.
• Excellent organisational and time-management skills.
• Full UK driving licence and own car or motorcycle, with expenses paid.

Nice-to-Have

• Experience in live-in care.
• NVQ Level 3 or Level 5 in Health and Social Care, either completed or ongoing.
• Train-the-trainer qualifications, such as moving and handling, first aid or medication administration.

What Won’t Work

• Someone who sees care management as purely administrative rather than hands-on and field-based.
• Poor documentation or delayed follow-up.
• Low ownership of risks, tasks or package outcomes.
• Reluctance to travel for field visits.
• Lack of confidence escalating safeguarding, complaints or carer performance concerns.
• A reactive approach where risks are only addressed after issues escalate.

Benefits

• Remote working (field-based + home + Hoxton, London office touch points every 3 months)
•   25 days holiday + bank holidays
•   £250 home setup budget + Apple laptop
•   Personal development budget
•   50% car insurance contribution
• Monthly company in office lunches
•   Quarterly socials + annual offsite
•   Company card for expense
• Gym in Shoreditch Exchange
• Onsite Barista

Salary: £35k - £37k