Job Purpose
The Client Experience Manager is responsible for ensuring that clients have a positive and seamless experience with the Home Instead service offering. The purpose of the role is to oversee and enhance the relationship between Home Instead and the clients, ensuring customer satisfaction, in line with our band promise.
The Role
1. Provide regular and comprehensive updates and reports to the Registered Care Manager and Operational Manager.
2. Management of clients and responsibility for their ongoing care and support with a focus on person centred care.
3. Provide day to day operational support to the wider team build and maintain a positive team ethos.
4. Actively participate and contribute in objective setting and review succession planning.
5. Undertake consultation to new clients, complete assessments and complete all new client’s paperwork as required.
6. Create, update and audit client care plans and assist with digital care planning.
7. Identifying training needs/follow ups in respect of auditing activity.
8. Assist Care Professionals in completing their relevant care qualification.
9. Maintain accurate client and Care Professional records on Home Instead software.
10. Conduct client and Care Professional introductions.
11. Build and maintain positive relationships with potential and existing clients, their families and other professionals involved in their care.
12. Carry out client reviews and action accordingly.
13. Support, mentor and supervise Care Professionals.
14. Maintain regular contact with clients and Care Professionals.
15. Any other duties as directed by your line manager.
16. Participate in on-call duties as required.
17. Provide care delivery hours as required.
18. Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.
19. Carry out any other duties deemed necessary for the successful operation of the business.
Minimum Requirements
1. Level 3 NVQ in Health and Social Care or equivalent.
2. Experience in the care sector delivering a wide range of personal care services.
3. Experience of working with MAR sheets and medication in a supervisory role.
4. Passion for delivering the highest quality care to our clients and helping them to live independently and happily in their own homes.
5. Ability to nurture Care Professionals to enable them to reach their full potential.
6. Knowledge and understanding of legislation and regulations specific to Health and Social Care.
7. Good communication skills with the ability to build rapport quickly.
8. Must be confident to use care management technology including providing support and training to Care Professionals.
9. Must understand the importance of confidentiality working within current legislation.
10. Good working knowledge of IT systems with experience of Microsoft Office or Google Suite and virtual communication platforms with the aptitude to learn and adopt new technologies and software where appropriate.
11. Must have full driving license and means of transport if required within the territory to visit clients.
12. Be organised and flexible to meet the needs of the business.
Core Competencies
1. Driving Results
2. Customer Focus
3. Communication & Relationship Management
4. Living Home Instead
5. Adapting to Change
6. Quality Focus
7. Leading Others
£26,000 per annum (additional call duties paid separately)
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
Home Health Care Services
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