Client Experience Manager in Harrow

The TLC Care ethos is people come first. At TLC Care, we specialise in the ownership and management of care homes, and we have an impressive track record of delivering high quality services. Our values — Truth, Love and Compassion — run through everything we do. You will be the face of Karuna Manor. Every resident, relative, visitor and prospective family who steps through the door should feel an immediate sense of warmth, welcome and belonging — a true home from home. That impression starts with you.

As our Client Experience Manager, you set the tone for everything: the way people are greeted, the way the home looks and feels, the quality of the food on the table, the energy in the activities programme and the care that goes into every detail of the environment. You are the person who makes Karuna Manor feel like the place it should be.

About TLC Care and Karuna Manor. We are on a journey to achieve CQC Outstanding across every home in our group, and we hold Investors in People Platinum because we invest meaningfully in our team members. Karuna Manor is one of TLC Care's cultural homes — a home with a distinct identity, where the food, the festivals, the traditions and the atmosphere genuinely reflect the community it serves. The Client Experience Manager is at the heart of how we deliver on that promise, every single day, for every resident, relative and visitor who walks through our door.

The Role:

• You will lead the hotel services operation at Karuna Manor with direct line management responsibility for the catering, housekeeping, laundry, maintenance and wellbeing teams.
• You will work in partnership with the Care Services Manager to foster a culture where outstanding wellbeing is at the heart of the resident experience, and you will work closely with the Home Manager as a core member of the Senior Leadership Team.

What You Will Be Doing:

• Being the visible, welcoming face of Karuna Manor — ensuring every resident, relative, visitor and prospective family experiences outstanding hospitality and a genuine home from home from the moment they arrive.
• Leading a relative engagement strategy that makes families feel genuinely connected, informed and valued as partners in the life of the home.
• Leading a high-quality, culturally authentic dining experience — working with the Head Chef and residents to shape menus, maintain a five-star EHO rating and ensure every mealtime is outstanding, including for relatives and visitors.
• Directly leading the Wellbeing Lead and wellbeing team, working in partnership with the Care Services Manager to ensure outstanding, person-centred activities and events that enhance the lives of residents every day and welcome the wider community in.
• Driving outstanding standards in housekeeping, laundry and maintenance, ensuring every area of the home — especially visitor-facing spaces — is safe, clean and presented to the highest standard at all times.
• Leading, developing and inspiring your teams — recruiting, coaching, appraising and holding people to high standards with warmth and clarity.
• Planning and delivering events — from cultural celebrations to community coffee mornings — that bring residents, families and the wider community together.
• Managing budgets, stock, purchasing and operational resources across your departments.
• Attending monthly Business Reviews and contributing to the Home Continuous Improvement Plan.
• Playing an active part in the home's journey towards CQC Outstanding, Investors in People Platinum and Hospitality Assured accreditation.
• This role includes on-call and on-site weekend and evening management cover as part of the management rota.

What We Are Looking For:

• Someone who is naturally hospitable — who walks into a room and makes everyone in it feel welcome and valued, whether that is a resident, a nervous relative visiting for the first time, or a professional partner seeing the home for the first time.
• Previous senior management experience in hospitality, care or a high-quality service environment.
• A strong understanding of catering, housekeeping, laundry and maintenance operations in practice — and the ability to build and sustain high standards through your team.
• Cultural sensitivity and genuine curiosity about the backgrounds, traditions and values of the residents in your care.
• The ability to lead with warmth, accountability and clarity — inspiring people through the example you set.
• Strong organisational skills and the ability to hold multiple priorities without losing quality in any of them.
• A positive, self-motivated approach and a genuine commitment to making life better for older people and their families.
• Experience in elderly care is desirable.
• Knowledge of dementia care and health and safety legislation is an advantage.
• A satisfactory DBS check and driving licence are required.
• For this role we require someone that can speak Gujarati and Hindi.

What We Offer:

• A values-led organisation genuinely committed to its people and its residents.
• A culturally rich home where your work has visible, daily impact on the lives of residents, relatives and the wider community.
• Clear career development pathways and a coaching culture throughout the organisation.
• Investors in People Platinum — we invest meaningfully in our team members.
• The opportunity to lead a home on an Outstanding journey.
• A supportive Senior Leadership Team and a strong support office network.