Client Services And Operations Manager

Candidate Source; Wolverhampton; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

28 days annual leave including bank

Laptop and mobile phone provided

Immediate start available subject to

Job summary

Candidate Source is seeking a Client Services and Operations Manager to unite families, care teams and systems, ensuring high-quality service. The role focuses on improving rota management, processes and information flow, with a direct impact on client and team experience.

The position offers a £40,000 annual salary with a potential 10% performance bonus, 28 days leave, and provided laptop and phone. Office-based in Wolverhampton with an immediate start subject to checks.

Qualifications

• Experience managing customer-facing services or a busy service-based team, including responsibility for delivering measurable outcomes
• Strong telephone, written and face-to-face communication skills, including experience handling sensitive or difficult conversations
• People management experience covering performance expectations, constructive feedback, workload management and accountability
• Experience using CRM, scheduling and office systems, with evidence of improving processes, administration or workflows
• Care or healthcare sector experience is strongly preferred, particularly within live-in care, domiciliary care, care coordination or relationship management
• Working hours: Monday to Friday, 9:30am-5:00pm, 37.5 hours per week. Some additional availability required for emergencies outside normal hours, rota-shared

Responsibilities

• Build trusted relationships with families, providing proactive updates, managing expectations and ensuring concerns are followed through
• Oversee rotas, care matching, cover and handovers, identifying potential gaps early and keeping everyone informed of changes
• Lead office colleagues, setting priorities, monitoring workloads and supporting consistently high standards of delivery
• Manage the journey from initial enquiry through to service commencement, ensuring information, actions and handovers are accurate and complete
• Take ownership of service concerns, complaints and escalations while following safeguarding, confidentiality and care procedures
• Maintain effective CRM processes, dashboards and performance measures while identifying improvements that strengthen reliability, efficiency and appropriate commercial growth

Skills

Customer service

Communication

People management

CRM software

Office systems

Process improvement

Tools

CRM software

Scheduling software

Job description

When families depend on care, the quality of communication and organisation behind the scenes can make all the difference. As the Client Services and Operations Manager, you'll bring people, systems and service delivery together, making sure families feel supported, care teams have the information they need and commitments are followed through.

This is an office-based opportunity where you'll have genuine influence over how the day-to-day service runs. From resolving rota challenges and improving systems to supporting colleagues and handling sensitive conversations, you'll turn competing priorities into clear actions while helping maintain dependable, high-quality care.

What's in it for you

• Salary of £40,000 per annum, with a proposed performance bonus of up to 10% of salary
• 28 days' annual leave including bank holidays
• Laptop and mobile phone provided
• A visible role where your work directly influences the experience of families and care teams
• Scope to improve processes, systems and ways of working across the business
• Immediate start available, subject to notice period and required pre-employment checks

Your responsibilities as Client Services and Operations Manager

• Build trusted relationships with families, providing proactive updates, managing expectations and ensuring concerns are followed through
• Oversee rotas, care matching, cover and handovers, identifying potential gaps early and keeping everyone informed of changes
• Lead office colleagues, setting priorities, monitoring workloads and supporting consistently high standards of delivery
• Manage the journey from initial enquiry through to service commencement, ensuring information, actions and handovers are accurate and complete
• Take ownership of service concerns, complaints and escalations while following safeguarding, confidentiality and care procedures
• Maintain effective CRM processes, dashboards and performance measures while identifying improvements that strengthen reliability, efficiency and appropriate commercial growth

What we're looking for in a Client Services and Operations Manager

• Experience managing customer-facing services or a busy service-based team, including responsibility for delivering measurable outcomes
• Strong telephone, written and face-to-face communication skills, including experience handling sensitive or difficult conversations
• People management experience covering performance expectations, constructive feedback, workload management and accountability
• Experience using CRM, scheduling and office systems, with evidence of improving processes, administration or workflows
• Care or healthcare sector experience is strongly preferred, particularly within live-in care, domiciliary care, care coordination or relationship management
• Working hours: Monday to Friday, 9:30am-5:00pm, 37.5 hours per week. Some additional availability will be required for emergencies outside normal working hours, shared on a rota with other colleagues.