Client Experience Lead

TN United Kingdom; Retford; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated individual to manage client care and support in a person-centered manner. This role involves leading a team, conducting assessments, and ensuring compliance with care standards. The ideal candidate will have a passion for delivering high-quality care and the ability to nurture Care Professionals to reach their full potential. Join a supportive environment where your contributions will help clients live independently and happily in their own homes. If you are motivated to make a difference in the lives of others, this opportunity is perfect for you.

Qualifications

• Experience in the care sector delivering personal care services.
• Knowledge of legislation and regulations in Health and Social Care.

Responsibilities

• Manage clients and ensure their ongoing care and support.
• Supervise the Client Experience team and conduct appraisals.
• Build positive relationships with clients and their families.

Skills

Management of clients

Line management

Communication skills

Care Professional supervision

Care planning

Training and development

IT systems knowledge

Education

Level 3 NVQ in Health and Social Care

Tools

Home Instead software

People Planner

Microsoft Office

Google Suite

Job description

Social network you want to login/join with:

• Management of clients and responsibility for their ongoing care and support with a focus on person centred care.
• Provide line management to the Client Experience team, building and maintaining a positive team ethos.
• Actively participate and contribute in objective setting and review succession planning.
• Undertake consultation to new clients, complete assessments and complete all new client’s paperwork as required.
• Carry out Care Professional appraisals, one-to-one supervision, return to work meetings, support visits and competency assessments.
• Create, update and audit client care plans and assist with digital care planning.
• Identifying training needs/follow ups in respect of auditing activity.
• Assist Care Professionals in completing their relevant care qualification.
• Maintain accurate client and Care Professional records on Home Instead software and People Planner.
• Conduct client and Care Professional introductions.
• Build and maintain positive relationships with potential and existing clients, their families and other professionals involved in their care.
• Carry out client reviews and action accordingly.
• Support, mentor and supervise Care Professionals.
• Maintain regular contact with clients and Care Professionals.
• Deputise for the Head of Client Experience as and when required.
• Any other duties as directed by your line manager.
• Participate in on-call duties as required.
• Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.

Carry out any other duties deemed necessary for the successful operation of the business

Job Description

The Role

• Management of clients and responsibility for their ongoing care and support with a focus on person centred care.
• Provide line management to the Client Experience team, building and maintaining a positive team ethos.
• Actively participate and contribute in objective setting and review succession planning.
• Undertake consultation to new clients, complete assessments and complete all new client’s paperwork as required.
• Carry out Care Professional appraisals, one-to-one supervision, return to work meetings, support visits and competency assessments.
• Create, update and audit client care plans and assist with digital care planning.
• Identifying training needs/follow ups in respect of auditing activity.
• Assist Care Professionals in completing their relevant care qualification.
• Maintain accurate client and Care Professional records on Home Instead software and People Planner.
• Conduct client and Care Professional introductions.
• Build and maintain positive relationships with potential and existing clients, their families and other professionals involved in their care.
• Carry out client reviews and action accordingly.
• Support, mentor and supervise Care Professionals.
• Maintain regular contact with clients and Care Professionals.
• Deputise for the Head of Client Experience as and when required.
• Any other duties as directed by your line manager.
• Participate in on-call duties as required.
• Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.

Carry out any other duties deemed necessary for the successful operation of the business

Qualifications

Essential Criteria

• Level 3 NVQ in Health and Social Care or equivalent.
• Experience in the care sector delivering a wide range of personal care services.
• Experience of working with MAR sheets and medication in a supervisory role.
• Passionfor delivering the highest quality care to our clients and helping them to live independently and happily in their own homes.
• Ability to nurture Care Professionals to enable them to reach their full potential.
• Knowledge and understanding of legislation and regulations specific to Health and Social Care.
• Good communication skills with the ability to build rapport quickly.
• Must be confident to use care management technology including providing support and training to Care Professionals.
• Must understand the importance of confidentiality working within current legislation.
• Good working knowledge of IT systems with experience of Microsoft Office or Google Suite and virtual communication platforms with the aptitude to learn and adopt new technologies and software where appropriate.
• Must have full driving license and means of transport if required within the territory to visit clients.
• Be organised and flexible to meet the needs of the business.

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.