Senior Out of Hours Coordinator

Holland & Barrett; North East; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading home care provider is seeking a Senior Out of Hours Care Coordinator to ensure exceptional service delivery during non-standard hours. This role requires a dynamic individual with proven leadership skills and a solid understanding of care compliance standards. Key responsibilities include managing emergencies, supporting care staff, and maintaining service quality. Candidates must have excellent communication skills and hold a Level 3 Diploma in Health and Social Care. This is an opportunity to make a real impact in care delivery.

Qualifications

• Proven leadership or supervisory experience within a care or coordination setting.
• Solid understanding of CQC standards and safeguarding protocols.
• Ability to work autonomously and manage emergencies effectively.

Responsibilities

• Provide professional support to care staff outside standard hours.
• Manage emergencies confidently in line with company policies.
• Supervise and mentor care staff, promoting best practices.

Skills

Excellent telephone manner

Strong communication skills

Interpersonal skills

Problem-solving abilities

IT proficiency

Leadership experience

Education

Level 3 Diploma in Health and Social Care

Tools

Electronic Care Management Systems (ECM)

Job description

Senior Out of Hours Care Coordinator – Dale Care Ltd

Join one of the North East’s leading home care providers and make a real impact when it matters most.

Dale Care Ltd is seeking a dynamic, experienced, and highly motivated Senior Out of Hours Care Coordinator to support our dedicated care teams and ensure exceptional service delivery during evenings, early mornings, weekends, and bank holidays.

If you thrive in a fast‑paced environment, excel under pressure, and are passionate about delivering high‑quality care, this is your opportunity to shine.

What you will be doing:

• Provide responsive, professional support to carersiration and service niers outside standard office hours.
• Manage emergencies confidently and effectively in line with company policies and procedures.
• Respond swiftly to carer absences, reallocating staff to maintain high service standards.
• Communicate clearly with internal teams, external professionals, families, and stakeholders.
• Process updates to care packages, ensuring accuracy and compliance.
• Monitor service quality using ECM systems, KPI reports, and internal auditing tools.
• Ensure full compliance with Queen's Care Quality Commission (CQC) regulationsunknown safeguarding protocols, and health & safety standards.
• Supervise, mentor, and support care staff, promoting continuous development and best practice.
• Contribute to audits, service improvements, and organisational growth.
• Promote a safe, positive working environment and lead by example in policy adherence.

What we are looking for:

Excellent telephone manner and strong communication skills.

Outstanding interpersonal, influencing, and problem‑solving abilities.

Confident IT user with experience in electronic care management systems (ECM).

Ability to work autonomously, prioritise effectively, and remain calm under pressure.

Solid understanding of CQC standards, safeguarding, risk assessment, and care compliance.

Proven leadership or supervisory experience within a care or coordination setting.

• Experience in health care sector, experience in a call centre environment would be an added bonus!

Qualification:

• Level 3 Diploma in Health and Social Care

If you’re passionate about delivering exceptional care and want to take the next step in your career with a respected, supportive organisation, we’d love to hear from you.

Apply today and become a key part of Dale Care’s mission to deliver outstanding care—day or night.