Client Experience Lead

Home Instead is the world’s leading provider of non-medical care and companionship services for older people. With minimum visits of one hour, award winning training and an excellent reputation we are immensely proud of the quality of care we provide.

The Client Experience Lead is responsible for managing the needs of Clients and ensuring the highest quality service is provided. The Client Experience Lead also provides support to CAREGivers with a focus on building outstanding relationships.

• ??Support the management of Clients and their ongoing care with a focus on person centred care.
• Carry out CAREGiver support visits and competency assessments.
• Carry out regular digital log and MAR audits and assist with digital care planning.
• Identifying training needs/follow ups in respect of auditing activity.
• Maintain accurate Client and CAREGiver records on Home Instead software.
• Conduct Client and CAREGiver introductions.
• Provide care for Clients as required
• Support and mentor CAREGivers.
• Maintain regular contact with Clients and CAREGivers.
• Build and maintain positive relationships with potential and existing clients, their families and other professionals involved in their care.
• Any other duties as directed by your line manager.
• Participate in on-call duties as required.
• Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.
• Carry out any other duties deemed necessary for the successful operation of the business.

• Level 3 NVQ in Health and Social Care or equivalent
• English GCSE (or equivalent) at grade C or above preferred

Person Specification

• ??????Experience in the care sector delivering a wide range of personal care services.
• Experience of working with MAR sheets and medication in a supervisory role.
• Passion?for delivering the highest quality care to our Clients and helping them to live independently and happily in their own homes.
• Ability to nurture CAREGivers to enable them to reach their full potential.
• Knowledge and understanding of legislation and regulations specific to Health and Social Care.
• Good communication skills with the ability to build rapport quickly.
• Must be confident to use care management technology including providing support and training to CAREGivers.
• Must understand the importance of confidentiality working within current legislation.
• 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.
• Must have full driving license and access to a means of transport on a daily basis to visit Clients and transport CAREGivers when required.
• Be organised and flexible to meet the needs of the business.

If you have a passion for caring and the motivation to help us achieve our ambitions, we would love to hear from you.

We encourage applications from all sections of the community as we want to reflect the neighbourhoods in which we work. Home Instead is committed to safeguarding and promoting the welfare of adults and expects all staff to share this commitment.This role is subject to DBS enhanced disclosure.

Essentials

• Driving licence and use of a car on a daily basis
• Must have a clear DBS.
• Must be confident to use a variety of technology
• Good understanding of all Microsoft office programs (i.e., Word, Excel, Outlook etc.)

The Client Experience Lead works 5 out of 7 days on a rota system which will include some weekend work.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

The closing date for this role is midnight on Sunday 15th August 2021.