Who are we?

We are New Directions, a group of companies that provide UK wide services (including recruitment, training, care provision and other support services) within education, social care, domiciliary care and the pharmaceutical sector, from a network of offices across the UK.

  • A market leader and supplier of choice
  • IRP ‘Best Company to Work for 2016’
  • Winner of ‘Recruitment Training Provider of the Year’ – Business Excellence Awards 2018
  • Winner of ‘Best Recruitment and Training Services – Wales’ – Business Excellence Awards 2016

Summary of Role:

We have an exciting opportunity for a Service Lead to join our Care & Support department based in Abertillery.

A service lead will share our ethos for delivering a high-quality care & support service, embracing diversity, upholding choices & dignity, valuing others with empathy, promoting professionalism and friendliness in all you do

What we offer:

Fantastic employee benefits including:

  • A flexible working environment
  • Health Cashback scheme
  • Life Assurance of 3 x salary
  • Pension Salary Sacrifice Scheme
  • A generous annual leave entitlement of 25 days holiday plus bank holidays (rising to 27 days holiday after two years’ service)
  • Opportunity to purchase additional annual leave through salary sacrifice
  • A day off for your birthday
  • A Giving Back day – to offer your services to the local community
  • Electric Vehicle Salary Sacrifice Scheme (subject to qualifying eligibility criteria)
  • Cycle to Work Salary Sacrifice Scheme (subject to qualifying eligibility criteria)
  • Opportunity to join our 3% interest Christmas savings scheme
  • Employee referral scheme; you can earn between £250 and £500 for each successful referral into the business
  • Regular social, health and well-being events

Main Responsibilities:

  • Oversee preparation of weekly plan to allocate support workers to each session / care visit for our service users via Staff Plan
  • Oversee implementation of a rotating shift planner (care/support rostering system)
  • Ability to make changes to schedules as required
  • Answer the telephone in a professional and friendly manner
  • Ensure compliance is met within the office to meet CIW standards and organisations policies and procedures
  • Manage the on-call rostering system
  • Contribute to the on-call system on a rotational basis
  • Assist and support the registered manager with service improvements
  • Ensuring a trained and competent workforce is maintained
  • Oversee and or undertake service user care reviews and spot checks to identify quality improvements
  • Manage effective supervisions and appraisals schedules according to department guidelines
  • Manage an effective and productive recruitment schedule based on current and projected service needs.

Ideal Candidate

  • Experience of allocating 30+ support workers in a domiciliary care setting using rotating and rostering and planning systems such as People Planner/StaffPlan/CMS2000
  • At least 2 years’ experience of working in domiciliary care as a care co-ordinator
  • Good communication skills with the ability to communicate with a range of individuals including health and social care professionals
  • Ability to work calmly under pressure
  • Good organisational skills
  • Ability to see bigger picture with regards to business growth/opportunities
  • Ability to oversee the smooth running of multiple services/departments leading by example
  • Able to manage and prioritise a complex workload
  • Ability to make decisions in complex situations
  • Good interviewing skills with the ability to plan for the business’ recruitment needs
  • Effective supervision skills and support care staff
  • Maintain meaningful and quality relations with all users and build new ones easily
  • Efficient user of Word, Outlook and Excel
  • Able to deal with POVA/POCA issues/ strategy meetings and investigations with support


  • QCF Level 5 – Health and Social Care
  • Full UK Drivers License

New Directions Holding is acting as an Employment Agency in relation to this vacancy.