Care Coordinator

Home Instead; Newport; On-site; GBP 26,000 - 28,000; Full time

Job summary

Home Instead Newport, Cwmbran & Chepstow is seeking a busy, hands-on coordinator to take ownership of care delivery from rota planning through to client experience. You will build strong relationships with clients and families, manage weekly rotas for about 20 clients, ensure care plans reflect current needs, and support care professionals while upholding CIW standards and company policies.

If you are organised, proactive, and looking for a role with real impact in a values-driven environment,

Qualifications

• Experience coordinating staff rotas and schedules.
• Experience handling complaints.
• Ability to dispatch tasks and coordinate resources.
• Knowledge of quality and compliance processes.
• Strong client services and relationship management.
• Office organizational skills.

Responsibilities

• Client Experience & Relationship Management: build trust with clients and families, conduct service reviews, respond to queries, onboard new clients, identify opportunities to increase care hours.
• Care Professional Support & Coordination: act as main link between office and field team, be first contact for Care Professionals, maintain continuity, flag issues to management.
• Quality, Compliance & Performance: ensure care delivery aligns with CIW standards and policies, support audits and incident reporting.
• Rota Management & Scheduling (Core Responsibility): build weekly/ongoing schedules for up to 20 clients, publish rotas two weeks in advance, match carers to clients for continuity.

Skills

Staff rota management

Complaint handling

Dispatching

Compliance management

Quality assurance

Client services

Customer relationship management

Office experience

Job description

• Compensation: GBP 26,000 - GBP 28,000 - yearly

Company Description

At Home Instead Newport, Cwmbran & Chepstow we do care differently. As a family-run, locally owned business, we combine the values of a close-knit team with the strength and reputation of a global care organisation. We prioritise relationship-led care with minimum one-hour visits, giving our team the time to truly support clients—not just rush through tasks. You'll be part of a supportive, values-driven environment where your work genuinely matters, your voice is heard, and you can see the real impact you make every day. If you're looking for a role with purpose, professionalism, and progression, this is the place to build a meaningful career.

This is a busy, hands-on coordination role where you'll take ownership of care delivery from Rota planning through to client experience.

Job Description

Client Experience & Relationship Management

You'll play a key role in maintaining high client satisfaction:

• Build strong, trusting relationships with clients and their families
• Conduct regular service reviews and ensure care plans reflect current needs
• Respond promptly and professionally to queries, concerns, or changes
• Support new client onboarding and ensure smooth start of care
• Identify opportunities to increase care hours where appropriate

Care Professional Support & Coordination

You'll be the main link between the office and the field team:

• Act as the first point of contact for Care Professionals
• Support continuity by keeping regular Care Professionals with their clients
• Flag performance concerns, lateness, or reliability issues to management
• Contribute to a positive, supportive team culture

Quality, Compliance & Performance

You'll help ensure services meet regulatory and internal standards:

• Ensure care delivery aligns with CIW standards and company policies
• Support audits, spot checks, and quality assurance processes
• Record and elevate incidents, complaints, and safeguarding concerns
• Maintain accurate, up-to-date records across systems

Rota Management & Scheduling (Core Responsibility)

• Build and maintain weekly and ongoing care schedules for the 20 clients that you manage
• Ensure rotas are published at least 2 weeks in advance, including holiday cover
• Match Care Professionals to clients to maximise continuity of care
• Factor in travel time, availability, and client preferences

What Makes This Role Stand Out

• You'll have real ownership of the service delivery - not just admin tasks
• Your decisions directly impact clients' quality of life
• You'll work in a fast-paced, high-trust environment
• No two days are the same - and your work genuinely matters

Qualifications

• Managing and co-ordination of staff rotas
• Complaint handling
• Dispatching
• Compliance management
• Quality assurance
• Client services
• Customer relationship management
• Office experience

Additional Information

If you have a passion for caring and the motivation to help us achieve our ambitions, we would love to hear from you.

We encourage applications from all sections of the community as we want to reflect the neighbourhoods in which we work. Home Insteadis committed to safeguarding and promoting the welfare of adults and expects all staff to share this commitment.This role is subject to DBS enhanced disclosure.Due to the nature of this role, applicants must hold a full UK driving licence and have access to their own vehicle.

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