Culture & Engagement Manager

Job Description

Location: Haslingden Road, Blackburn, Lancashire

The Culture & Engagement Manager is the heart and pulse of the home - ensuring every resident, family member, and colleague feels valued, supported, and connected.

They are the cotton wool ball of the service - the calm, compassionate connector who cushions challenges, notices details, and keeps things running smoothly. They hold the home together through empathy, humour, and heart, ensuring that everyone feels seen, valued, and supported.

They ensure that every corner of the home thrives - from culture and engagement to compliance and communication. They work closely with the Home Operations Manager, deputising in their absence, and are responsible for maintaining operational flow, assurance, and team morale.

They bring to life our constant commitment:
Where People Matter.

(Salary dependent on Qualifications & Experience)

• Leadership & People
• Act as deputy to the Home Operations Manager, providing visible, confident, and emotionally intelligent leadership.
• Be a daily presence on the floor, reading the energy of the home, supporting where needed, and leading by example.
• Notice and act on what matters - whether that's ensuring someone gets home on time, offering a hand on a difficult shift, or recognising someone's personal milestone.
• Lead and champion the home's weekly "Our Culture, Our Care" sessions — a 30‑minute protected time each week for all staff to come together and reflect on practice using the Nourish Interaction.
• Ensure that these sessions are meaningful, inclusive, and used to drive improvement, alignment, and pride in the home's values.
• Build trust and accountability through fairness, kindness, and clarity. Support staff supervisions, appraisals, and reflective sessions to build capability and confidence.
• Foster a culture of belonging – where people feel connected, proud, and supported to deliver their best.
• Culture, Engagement & Belonging
• Be the custodian of culture, ensuring every action, tone, and decision reflects Constantia's ethos:
  Where People Matter.
• Lead the You Said, We Did – and Here's Why (or Why We Couldn't) process:
• Capture feedback from residents, families, stakeholders and staff.
• Celebrate where action has been taken.
• Communicate clearly and honestly where change is not possible and explain why, maintaining trust and transparency.
• Champion recognition and reward through meaningful, timely gestures and visible appreciation.
• Deliver engagement initiatives that strengthen teamwork, communication, and pride.
• Uphold the principle that culture is created in the moments no one else sees. Challenge behaviours that undermine teamwork, professionalism, or dignity – regardless of role or seniority.
• Ensure the outcomes, reflections, and themes arising from the Our Culture, Our Care sessions feed directly into the home's continuous improvement and governance plans.
• Resident Experience & Wellbeing
• Ensure every resident's day is filled with purpose, dignity, and choice.
• Lead the planning and delivery of activities and events that reflect the individuality of residents and the community they live in.
• Ensure documentation on Nourish fully captures each resident's preferences, wellbeing goals, and outcomes.
• Maintain consistent visibility across lounges, dining areas, and communal spaces to ensure the experience feels warm, professional, and homely.
• Encourage colleagues to bring energy and connection to care delivery.
• Be a visible advocate for residents' rights, independence, and happiness.
• Quality, Governance & Assurance
• Support the Home Operations Manager to maintain full compliance across all CQC domains.
• Lead and coordinate a rolling local assurance programme, covering:
• Care documentation
• Medication
• Infection control
• Dining and hydration
• Health and safety
• Environment
• Engagement and wellbeing Staff practice
• Ensure every audit delegated is completed by a competent colleague who understands the standard required and can interpret findings accurately.
• Track all delegated audits to completion – no audit left pending, no assumption of closure without evidence.
• Where gaps or shortfalls are identified, ensure action plans are clear, owned, and…