Client Experience Supervisor

Company Description

Are you an outstanding homecare professional seeking a fantastic new opportunity? If so look no further

We have a vacancy for a **Client Experience Supervisor** who will be responsible for managing our portfolio of clients from beginning to end ensuring a positive and person centred service throughout their experience.

In case you didn't know... 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. We match our Care Professional to our clients based on mutual interests and hobbies to help build bonds of trust and enables us to provide personalised support.

**Job Description**:
You will be responsible for supporting our clients from beginning to end of their time with Home Instead, ensuring high levels of customer service, full compliance and their positive client experience throughout.

This position would involve, but is not limited to the following;
**New Client Care**:

- Attend care consultations
- Complete the care Plans
- Prepare all documents required for the client
- Carry out Care Professional introductions to the client and complete all documentation fully.
- Ensure client file is complete
- Carry out New Client QA's

**Existing Client Care**:

- Where a new Care Professional needs to be added to support a client, carry out Care Professional introductions to the client and complete all documentation.
- Prepare for all Quality Assurance visits and complete them during the calendar month in which they fall due. Meetings to be documented, feedback given and systems updated.
- Prepare for all Service Review visits and complete them during the calendar month in which they fall due.
- At all times, identify opportunities where changes in clients' needs can be supported by an increase in hours and arrange these in conjunction with the scheduler as quickly as possible.
- Liaise with other healthcare professionals to ensure the best possible outcomes for our clients.
- At all times, identify opportunities where you, or another member of the team can, or has, gone the extra mile in providing excellent opportunities and improving outcomes
- Work hard to ensure excellent reviews from our clients whether through homecare.co.uk and/or our annual PEAQ survey

**Qualifications**:
**What we are looking for**:

- Cheerful personality with positive mindset
- Quality focus
- Planning and organising
- Customer Focus
- Communication and relationship management
- Teamwork and collaboration
- Influencing
- Agile learner
- Good level of attention to detail

**Skills and Experience**:

- Have, or to be work towards Level 3 in Leadership for Health & Social Care or equivalent
- Strong skills in conducting care assessments and care planning
- Good understanding of systems and processes
- Excellent interpersonal and communication skills
- Strong organisation and planning skills
- Passionate about providing the highest quality care
- Ability to work well and accurately under pressure
- Excellent time management and planning skills
- Be responsive, agile and remain calm whilst dealing with multiple priorities
- Be flexible to meet demands of the business including participating in an on-call rota
- Good working knowledge of IT systems with experience of Microsoft Office, working with databases and virtual communication platforms with the ability to learn and adopt new technologies where appropriate
- Due to the need to support the on-call function, which may require the support of team members out in the field in emergency situation, and the need to travel throughout the community to conduct new client assessments, you should have a driving licence and access to a vehicle
- Subject to a full enhanced DBS disclosure and satisfactory references

Additional Information

This is a fantastic opportunity to join a forward thinking professional team who are driven by ensuring that each and everyone of our client's receive the highest quality relationship and person centred care, everyday of the week