Client Experience & Relationship Management
You’ll play a key role in maintaining high client satisfaction:
- Build strong, trusting relationships with clients and their families
- Conduct regular service reviews and ensure care plans reflect current needs
- Respond promptly and professionally to queries, concerns, or changes
- Support new client onboarding and ensure smooth start of care
- Identify opportunities to increase care hours where appropriate
Care Professional Support & Coordination
You’ll be the main link between the office and the field team:
- Act as the first point of contact for Care Professionals
- Support continuity by keeping regular Care Professionals with their clients
- Flag performance concerns, lateness, or reliability issues to management
- Contribute to a positive, supportive team culture
Quality, Compliance & Performance
You’ll help ensure services meet regulatory and internal standards:
- Ensure care delivery aligns with CIW standards and company policies
- Support audits, spot checks, and quality assurance processes
- Record and escalate incidents, complaints, and safeguarding concerns
- Maintain accurate, up-to-date records across systems
Rota Management & Scheduling (Core Responsibility)
- Build and maintain weekly and ongoing care schedules for the 20 clients that you manage
- Ensure rotas are published at least 2 weeks in advance, including holiday cover
- Match Care Professionals to clients to maximise continuity of care
- Factor in travel time, availability, and client preferences
What Makes This Role Stand Out
- You’ll have real ownership of the service delivery — not just admin tasks
- Your decisions directly impact clients’ quality of life
- You’ll work in a fast-paced, high-trust environment
- No two days are the same — and your work genuinely matters