Head of Introductory Care

Location: Worcester Park, London / Gatwick House (near Gatwick Airport)

Full-time | Senior Leadership Role | Up to £63k (Office-based)

Lead, Innovate, and Transform Homecare

Trinity Homecare is the leading private pay homecare provider in the South of England. Within our portfolio, we proudly operate Country Cousins, a trusted introductory agency. We’re on a mission to redefine homecare standards, and we need an exceptional Head of Introductory Care to drive our vision forward.

In this fast-paced role, you’ll lead a high-performing team, ensuring families receive outstanding service and carers are expertly matched to their needs. Your expertise in call centre operations, customer service, and commercial success will be key to shaping our future growth.

Why This Role Matters

This isn’t just a leadership role – it’s a strategic powerhouse within our business. You’ll oversee client interactions at scale, optimize operational performance, and maintain the highest levels of service excellence. Your impact will directly influence client satisfaction, operational efficiency, and our reputation as a trusted care provider.

What You’ll Be Doing

• Leading & Inspiring: Drive a high-performing team to deliver outstanding client engagement and service availability.
• Operational Excellence: Oversee scheduling, carer availability, and overall service efficiency.
• Customer-Centric Focus: Ensure high levels of client satisfaction through proactive service and rapid response times.
• Strategic Growth: Collaborate with Sales, Finance, and Marketing to enhance our introductory care model.
• Performance & Compliance: Implement processes to drive efficiency, reduce costs, and maintain full regulatory compliance.

What You Bring to the Table

• Proven leadership experience in a call centre or high-volume customer service environment.
• Strong commercial acumen, with a track record of driving revenue and operational success.
• Expertise in health & social care, with a passion for delivering high-quality client experiences.
• Exceptional communication skills, with the ability to engage at an Exec/Board level.

Why Join Trinity Homecare?

• Purpose-Driven: Make a real difference in people’s lives.
• Career Growth: A senior leadership role with strategic influence.
• Innovative Culture: Be part of a fast-growing, forward-thinking company.

At Trinity Homecare, we believe in fostering a sense of belonging. We create a community where everyone feels welcome, valued, and understood. Trust is at the heart of everything we do. We cultivate a culture where trust is a lived experience, creating strong bonds within our team and with those we serve. We respect our colleagues' needs as much as our clients, making sure every voice is heard and everyone is treated equally. And we don’t settle for the status quo – we strive to be better every day, fostering a culture of continuous improvement. At Trinity Homecare, empathy, compassion, and common sense are qualities we value. If you want to make a real difference to people’s lives, being a Trinity Carer could be your job of a lifetime. Come and be part of something truly special at Trinity Homecare. Together, let’s make a difference.