Client Care Lead: Transform Onboarding & Relationships

Right at Home UK; Fareham, Gosport; On-site; GBP 29,000 - 38,000; Full time

Benefits offered by this job

WorkBuzz Employer of the Year

Training and development opportunities

Birthday recognition

Team events

Blue Light Card discounts

Community impact

Funding for further qualifications

Path to managerial role

Job summary

Right at Home Solent & Southampton is seeking a Client Care Lead to manage the client journey from enquiry through onboarding and ongoing support, ensuring services are delivered safely, effectively, caring, and well-led.

Reporting to the Registered Care Manager, you will be a central point of accountability for client experience, supporting sustainable growth through timely responsiveness, strong relationships, and high-quality, person-centred care.

Qualifications

• Experience in a client-facing or coordination role within a regulated care, health, or community service environment.
• Strong understanding of person-centred care and safeguarding responsibilities.
• Proactive and responsive approach handling new enquiries, assessments, as well as sensitive conversations with clients and families.
• Ability to work within policies, procedures, and regulatory frameworks.
• Excellent interpersonal, organisational, and communication skills.
• Familiarity with regulatory inspection frameworks (e.g. CQC or equivalent).

Responsibilities

• Act as the first point of contact for new client enquiries, responding promptly, professionally, and with compassion.
• Gather relevant information to understand needs, circumstances, and urgency of support required.
• Coordinate and book initial assessments within a 72-hour timeframe to ensure responsiveness to supporting the new client and their family.
• Work closely with care coordinators and recruitment around capacity planning to ensure client demand is met with carer capacity.
• Lead the onboarding of new clients, ensuring a smooth, reassuring, and well-managed transition into services.
• Ensure all assessments, documentation, consents, and care information are completed accurately and in a timely manner.
• Take a proactive approach with the welfare of clients, liaising with other healthcare professionals to ensure a joined-up circle of care for the client.
• Build and maintain strong, trusted relationships with clients and families.
• Act as a consistent and accessible point of contact throughout the client journey.
• Maintain regular communication through service reviews, quality assessments and feedback from carers to understand the client experience, and that their needs are being met.
• Advocate for clients, ensuring their wishes, preferences, dignity, and best interests are central to all decisions.
• Take a proactive approach to client retention through attentive, responsive, and high-quality relationship management.
• Proactively monitor for indicators of changing need, risk, or opportunity to improve outcomes through weekly review of MARs and Client records.
• Initiate timely QAs and service reviews of care arrangements to ensure services remain appropriate and person-centred.
• Work collaboratively with coordinators and care teams to adapt care packages as client needs evolve.
• Support sustainable growth by ensuring services flex in response to need rather than reaching crisis point.
• In advance of domiciliary care no longer fully meet a client’s needs, provide clear, professional guidance to clients and families around the Live in Care service, where this would better support safety, wellbeing, and independence and peace of mind for the family, as an alternative to residential care.
• Support clients and families to understand how live-in care can enable the client to remain living at home, in line with their wishes.
• Ensure transitions between care models are well planned, clearly communicated, and carried out with dignity and reassurance.
• Monitor the quality of services experienced by clients, identifying risks, themes, and opportunities for improvement.
• Work closely with the Carer Experience Team, to ensure that carer competencies are at the level required to deliver a quality service.
• Organise Client Meetings (in partnership with the Carer Experience Team) with care teams supporting a particular client, to ensure that care delivery is meeting the Client’s needs and our standards, and to share best practice.

Skills

Client-facing coordination

Person-centred care understanding

Safeguarding responsibilities

Proactive enquiry handling

Policy & regulatory compliance

Interpersonal & communication skills

Risk assessment & judgement

Education

NVQ Level 2 Health & Social Care or equivalent

Job description

Right at Home Solent & Southampton is seeking a Client Care Lead to manage the client journey from enquiry through onboarding and ongoing support, ensuring services are delivered safely, effectively, caring, and well-led.

Reporting to the Registered Care Manager, you will be a central point of accountability for client experience, supporting sustainable growth through timely responsiveness, strong relationships, and high-quality, person-centred care.