Client Experience Manager

Home Instead; Telford; On-site; GBP 28,000 - 42,000; Full time

Job summary

Home Instead is seeking a Client Experience Manager to lead client care and support our team of Care Professionals. You will oversee the client journey from initial consultation through ongoing reviews, ensuring personalised services and high standards of care.

Role involves supervising care teams, developing care plans, and building strong relationships with clients, families and healthcare professionals. You will contribute to ongoing training and participate in on-call duties.

Qualifications

• Experience as Deputy/Care Manager or similar leadership role.
• Understanding of person-centred care, care planning and care reviews.
• Experience leading, coaching and developing care teams to deliver outstanding care.
• Excellent communication skills with clients, families and colleagues.

Responsibilities

• Carry out new client consultations and care assessments.
• Develop, review and audit person-centred care plans.
• Build relationships with clients, families and healthcare professionals.
• Supervise and mentor care professionals through supervision and appraisals.
• Conduct client reviews and ensure care meets changing needs.
• Maintain accurate digital care records and planning systems.
• Identify training needs within the care team.
• Deputise for the Registered Care Manager when required.
• Participate in the on-call rota.

Skills

Relationship building

Leadership

Communication

Care management systems

Driving licence

Tools

Care management software

Job description

At Home Instead, we're passionate about helping older people live independently in the comfort of their own homes. Our relationship-led approach means we focus on delivering outstanding, person-centred care, and we're looking for an experienced Client Experience Manager to help us continue delivering exceptional service to our clients and supporting our incredible Care Professionals.

This is an exciting opportunity for someone who enjoys building relationships, leading people and ensuring every client receives the highest standard of care.

Job Description

The Role

Working closely with the Registered Care Manager, you'll play a key role in managing the client journey from initial consultation through to ongoing reviews, ensuring every client receives a personalised service that exceeds expectations.

Your responsibilities will include:

• Carrying out new client consultations and care assessments.
• Developing, reviewing and auditing person-centred care plans.
• Building strong relationships with clients, families and healthcare professionals.
• Supporting, mentoring and supervising our Care Professionals through regular supervisions, appraisals and competency assessments.
• Conducting client reviews and ensuring care continues to meet changing needs.
• Maintaining accurate digital care records and supporting care planning systems.
• Identifying training and development needs within the care team.
• Supporting the Registered Care Manager and deputising in their absence when required.
• Participating in the on-call rota.

Qualifications

About You

We're looking for someone who is passionate about delivering outstanding home care and making a real difference to people's lives.

To be successful in this role, you'll ideally have:

• Previous experience as a Deputy Care Manager, Care Manager, or in a similar leadership role within the care sector.
• A good understanding of person-centred care, care planning and care reviews.
• Experience leading, coaching and developing care teams to deliver outstanding care.
• Excellent communication skills with the ability to build positive relationships with clients, families and colleagues.
• Strong organisational skills and confidence using digital care management systems.
• A full UK driving licence and access to your own vehicle.

Above all, you'll be a compassionate and supportive leader who is committed to delivering exceptional care, inspiring your team and ensuring every client receives the highest standard of service.

Additional Information

Why Join Home Instead?

At Home Instead, you'll become part of a supportive, friendly team that genuinely cares about its clients and each other.

We offer:

• A rewarding leadership role where you can make a real difference.
• Ongoing professional development and training.
• Supportive management team.
• Opportunities to progress your career.
• A positive, values-led culture built on kindness, trust and respect.
• The opportunity to work for one of the UK's leading home care providers.

Passionate about delivering exceptional care? Join our team and make a real difference to the lives of our clients, their families and our Care Professionals every day.

Help us continue delivering outstanding care to our local community.

All roles at Home Instead are subject to satisfactory references and DBS checks.