Client Experience Lead

Home Instead; Retford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading care provider is seeking a Client Experience Manager to oversee client care and support a team of care professionals. This position requires a compassionate individual with experience in the care sector and a strong commitment to client independence. You will be responsible for managing client care, fostering a positive team culture, and ensuring compliance with health and social care regulations.

Qualifications

• Experience in the care sector providing personal care services.
• Confidence in using care management technology.
• Full driving license preferred.

Responsibilities

• Manage clients and ensure their ongoing care and support.
• Provide line management to the Client Experience team.
• Create, update, and audit client care plans.

Skills

Communication

Rapport-building

Organizational skills

Flexibility

Education

Level 3 NVQ in Health and Social Care

Tools

Microsoft Office

Google Suite

Job description

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Job Responsibilities

1. Manage clients and be responsible for their ongoing care and support with a focus on person-centred care.
2. Provide line management to the Client Experience team, fostering a positive team ethos.
3. Participate in and contribute to objective setting and review succession planning.
4. Consult with new clients, complete assessments, and handle all required paperwork.
5. Conduct Care Professional appraisals, supervision, return-to-work meetings, support visits, and competency assessments.
6. Create, update, and audit client care plans, and assist with digital care planning.
7. Identify training needs based on auditing activities.
8. Support Care Professionals in completing relevant care qualifications.
9. Maintain accurate records of clients and Care Professionals using Home Instead software and People Planner.
10. Conduct client and Care Professional introductions.
11. Build and maintain positive relationships with clients, their families, and other involved professionals.
12. Carry out client reviews and take appropriate actions.
13. Support, mentor, and supervise Care Professionals.
14. Maintain regular contact with clients and Care Professionals.
15. Deputise for the Head of Client Experience when required.
16. Perform any other duties as directed by your line manager.
17. Participate in on-call duties as needed.
18. Ensure compliance with Home Instead’s Equality, Diversity, and Equal Opportunities Policy.

Qualifications

• Level 3 NVQ in Health and Social Care or equivalent.
• Experience in the care sector providing personal care services.
• Experience working with MAR sheets and medication supervision.
• Passion for delivering high-quality care and supporting client independence.
• Ability to nurture Care Professionals to reach their full potential.
• Knowledge of legislation and regulations in Health and Social Care.
• Good communication skills and rapport-building abilities.
• Confidence in using care management technology and providing support/training.
• Understanding of confidentiality and current legislation.
• Proficiency with IT systems, including Microsoft Office or Google Suite, and virtual communication platforms.
• Full driving license and means of transportation if required.
• Organized and flexible to meet business needs.

Additional Information

If you are passionate about caring and motivated to help us achieve our goals, we would love to hear from you.

We encourage applications from all community sections to reflect the neighborhoods we serve. Home Instead is committed to safeguarding and promoting the welfare of adults. This role is subject to DBS enhanced disclosure.