About this role
Client Experience & Relationship Management
You’ll play a key role in maintaining high client satisfaction:
Build strong, trusting relationships with clients and their familiesConduct regular service reviews and ensure care plans reflect current needsRespond promptly and professionally to queries, concerns, or changesSupport new client onboarding and ensure smooth start of careIdentify opportunities to increase care hours where appropriateCare Professional Support & Coordination
You’ll be the main link between the office and the field team:
Act as the first point of contact for Care ProfessionalsSupport continuity by keeping regular Care Professionals with their clientsFlag performance concerns, lateness, or reliability issues to managementContribute to a positive, supportive team cultureQuality, Compliance & Performance
You’ll help ensure services meet regulatory and internal standards:
Ensure care delivery aligns with CIW standards and company policiesSupport audits, spot checks, and quality assurance processesRecord and escalate incidents, complaints, and safeguarding concernsMaintain accurate, up-to-date records across systemsRota Management & Scheduling (Core Responsibility)
Build and maintain weekly and ongoing care schedules for the 20 clients that you manageEnsure rotas are published at least 2 weeks in advance, including holiday coverMatch Care Professionals to clients to maximise continuity of careFactor in travel time, availability, and client preferencesWhat Makes This Role Stand Out
You’ll have real ownership of the service delivery — not just admin tasksYour decisions directly impact clients’ quality of lifeYou’ll work in a fast-paced, high-trust environmentNo two days are the same — and your work genuinely matters Managing and co-ordination of staff rotas
Complaint handling
Dispatching
Compliance management
Quality assurance
Client services
Customer relationship management
Office experience
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. Due to the nature of this role, applicants must hold a full UK driving licence and have access to their own vehicle.