Client Experience Lead — Care & Growth

Home Instead; Norwich; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Salary £28k–£30k

Induction program

Professional qualifications support

Employee Assistance Programme

Benefits and pension

Long service recognition

Supportive culture

Job summary

Home Instead Norwich is seeking a Client Experience Manager to guide families from initial enquiry through ongoing support, delivering an outstanding experience. The role blends relationship-building, care planning, QA and leadership to expand the client base and ensure safe, relationship-led care.

You will lead, coach and support team members, conduct assessments, maintain records and participate in on-call rotations to uphold high standards of quality and compliance.

Qualifications

• Relevant experience in the care sector.
• Strong relationship-building and communication skills.
• Leadership and team development experience.
• Excellent organisation and problem-solving abilities.
• Good knowledge of quality and compliance requirements.
• Confidence using IT systems and Microsoft Office.
• A full UK driving licence and access to a vehicle.

Responsibilities

• Manage the client journey from enquiry to ongoing reviews.
• Support business growth through excellent client experience.
• Conduct consultations, assessments and risk assessments.
• Develop and oversee personalised care plans.
• Build strong relationships with clients, families and professionals.
• Complete quality assurance visits and client reviews.
• Investigate complaints and drive service improvements.
• Ensure compliance with CQC and company standards.
• Lead, coach and support team members.
• Participate in the on-call rota.
• Maintain accurate records and systems.

Skills

Relationship-building

Communication

Leadership

Organisation

Problem-solving

IT systems

MS Office

Driving licence

Tools

MS Office

Job description

Home Instead Norwich is seeking a Client Experience Manager to guide families from initial enquiry through ongoing support, delivering an outstanding experience. The role blends relationship-building, care planning, QA and leadership to expand the client base and ensure safe, relationship-led care.

You will lead, coach and support team members, conduct assessments, maintain records and participate in on-call rotations to uphold high standards of quality and compliance.