Client Care Lead - Home Care

The Client Care Lead is responsible for managing the client journey from initial enquiry through onboarding and ongoing support, ensuring services are delivered in a safe, effective, caring, responsive, and well-led manner. A wonderful role for those who want to make a difference in the community working with our clients and their families.

The role is filled with Job Satisfaction! Right at Home Solent & Southampton is a family run established care provider, with a CQC Outstanding Rating. We are known for developing our team in an honest and open workplace culture. Work. Buzz Employer of the Year 2024, 2025, 2026! Great training and development opportunities Birthday Recognition Team Events Blue Light Card - discounts of 100's of companies as a health care worker.

Make an impact on your community, and make a real difference everyday. Opportunity to study for further qualifications (funded). A stepping stone to a Managerial role. Reporting to the Registered Care Manager, the role acts as a central point of accountability for client experience, supporting sustainable growth through timely responsiveness, strong relationships, and high-quality, person-centred care.

By understanding client needs and adapting services as those needs change, the Client Lead helps ensure continuity of care, positive outcomes, and long-term trust within the community.

Key Responsibilities

New Client Enquiries, Assessments & Onboarding (Safe, Responsive & Well-Led) Act as the first point of contact for new client enquiries, responding promptly, professionally, and with compassion Gather relevant information to understand needs, circumstances, and urgency of support required Coordinate and book initial assessments within a 72-hour timeframe to ensure responsiveness to supporting the new client and their family.

Work closely with care coordinators and recruitment around capacity planning to ensure client Client Relationship, Retention & Advocacy (Caring & Person-Centred) Build and maintain strong, trusted relationships with clients and families Act as a consistent and accessible point of contact throughout the client journey Maintain regular communication through service reviews, quality assessments and feedback from carers to understand the client experience, and that their needs are being met.

Advocate for clients, ensuring their wishes, preferences, dignity, and best interests are central to all decisions Take a proactive approach to client retention through attentive, responsive, and high-quality relationship management Ongoing Review, Responsiveness & Growth (Responsive & Effective) Proactively monitor for indicators of changing need, risk, or opportunity to improve outcomes through weekly review of MARs and Client records Initiate timely QAs and service reviews of care arrangements to ensure services remain appropriate and person-centred Work collaboratively with coordinators and care teams to adapt care packages as client needs evolve Support sustainable growth by ensuring services flex in response to need rather than reaching crisis point Quality, Safety & Compliance (Safe, Effective & Well-Led) Monitor the quality of services experienced by clients, identifying risks, themes, and opportunities for improvement Work closely with the Carer Experience Team, to ensure that carer competencies are at the level required to deliver a quality service.

Organise Client Meetings (in partnership with the Carer Experience Team) with care teams supporting a particular client, to ensure that care delivery is meeting the Client’s needs and our standards, and to share best practice. Collaboration, Systems & Professional Practice (Well-Led) Work in close partnership with care coordinators, the carer experience team, recruitment and leadership Ensure accurate, timely, and confidential record-keeping in line with data protection requirements Share insight from enquiries, assessments, and client feedback to inform service development and capacity planning Skills & Experience Essential Experience in a client-facing or coordination role within a regulated care, health, or community service environment Strong understanding of person-centred care and safeguarding responsibilities Proactive and responsive approach handling new enquiries, assessments, as well as sensitive conversations with clients and families Ability to work within policies, procedures, and regulatory frameworks Excellent interpersonal, organisational, and communication skills Ability to identify risk, exercise sound judgement, and escalate appropriately Salary: £26,000-£29,000 per annum, plus oncall and performance bonuses.

Travel related mileage paid Company events and training