Head of Client Experience in London

Responsible for managing all aspects of client services to ensure a consistently high-quality person-centred care experience.

Work closely with the Registered Manager to coordinate the development of a high-quality private domiciliary care service in the local area.

• Promote the highest standards of care and service with a focus on person-centred care.
• Manage the process of client acquisition from initial contact to conversion adhering to company policy.
• Carry out detailed care planning and risk assessments ensuring compliance with relevant legal and regulatory requirements.
• Write, review and update client care plans and risk assessments ensuring they remain current and reflective of individual needs.
• Maintain and update all relevant client records on the ACP care management system ensuring accuracy and compliance.
• Oversee the management of medication for each client including ensuring that Medication Administration Records (MAR) are correctly created, reviewed and maintained.
• Ensure successful operation of quality control systems and perform regular quality assurance visits for clients.
• Continually review and improve processes to ensure the most effective and efficient service is always being delivered.
• Effectively manage complaints and incidents, carry out investigations relating to service quality and use findings to initiate improvements.
• Promote a positive culture aligned with the Home Instead ethos and values.
• Provide inspired leadership to the team ensuring exceptional service is delivered and workloads are managed with safe staffing levels.
• Take part in disciplinary investigations, interviews and meetings following company policy and in conjunction with guidance from the HR provider.
• Ensure that policies and procedures are adhered to by all employees.
• Maintain the accuracy and integrity of data across all relevant platforms.
• Keep up to date with changes in legislation and regulations.
• Proactively identify own development areas in line with business objectives and the duties of the role, taking action within a reasonable timeframe.
• Ensure compliance with Home Instead's Equality, Diversity and Equal Opportunities Policy in respect of employment and service delivery.
• Participate in the on-call rota providing out-of-hours support and guidance to the care team and clients when required.
• Carry out any other duties deemed necessary for the successful operation of the business.

Qualifications:

• 3 years care experience with a proven track record in providing consistently excellent customer service.
• Proven experience in leading training and managing a team to deliver high-quality domiciliary care services.
• Have or be willing to work towards a Level 4 Diploma in Leadership for Health and Social Care or equivalent.
• Excellent knowledge of compliance and legislative requirements under the Care Standards regulations.
• Strong skills in care assessments, care planning and risk assessments.
• Experience in managing medication and MAR charts.
• Good understanding of care systems and digital processes particularly Access Care Planning or similar platforms.
• Excellent interpersonal and communication skills.
• Ability to inspire others and build strong working relationships.
• Highly organised with effective planning and time-management skills.
• Commercially aware with influencing and negotiating skills.
• Demonstrated achievement of business growth targets.
• Ability to work accurately and calmly under pressure managing multiple priorities.
• Flexible to meet the demands of the business, including participation in an on-call rota.
• Working knowledge of IT systems including Microsoft Office or Google Suite, databases and virtual communication platforms.
• Full UK driving licence and access to a vehicle (essential due to travel requirements for assessments and emergency support).

Benefits:

• Casual dress
• Company pension
• Employee discount
• Free flu jabs
• Health & wellbeing programme
• On-site parking
• Sick pay
• Remote Work

Employment Type: Full-time