Client Experience Manager

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

• Compensation: up to GBP 28,000 - monthly

Company Description

Help families find the right care. Deliver exceptional client experiences.

About the Role

When families first contact Home Instead Norwich, they're making an important decision about care for a loved one.

As our Client Experience Manager, you'll guide clients from their first enquiry through ongoing support, ensuring every family receives an outstanding experience. You'll combine relationship-building, care planning, quality assurance and team leadership to deliver safe, relationship-led care and increase the number of clients we care for.

Job Description

What You'll Do

• 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

Qualifications

About You

You'll ideally have:

• 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

Committed to continuous professional development and willing to undertake relevant training and qualifications to support success in the role.

Additional Information

What We Offer

• £28,000–£30,000 salary plus bonus
• Structured induction and ongoing development
• Support towards professional qualifications
• Employee Assistance Programme
• Benefits and pension scheme
• Long service recognition
• A supportive, values-led culture

Why Home Instead?

This role offers the opportunity to make a genuine difference to the lives of older adults and their families while helping shape the future of care in Norwich.

If you're passionate about people, care and positive outcomes, we'd love to hear from you.