Client Care Lead

Company: Right at Home Chichester & Bognor Regis Location: Chichester, West Sussex (office based at 1 Dukes Court, PO19 8FX, with local Client visits across Chichester and Bognor Regis) Salary: £27,000 to £31,000 per annum, plus performance bonus and on-call pay Hours: 37.5 hours per week, Monday to Friday, plus a share of the on-call rota Contract: Permanent, full time Reports to: Registered Manager The role You'll own every Client's journey with us, from the first phone call to years of ongoing care. Families will know you by name, our CareGivers will rely on your insight, and you'll make sure the care we promise is the care people get. You will work alongside our Care Coordinator, Senior CareGiver Why join us • WorkBuzz 5-Star Employer in 2022, 2023, 2024 and 2026 • A Top 20 South East Homecare Provider, rated 9.9 out of 10 on homecare.co.uk • An honest, open team where you are listened to, developed and recognised • A clear stepping stone into a management role What we offer • £27,000 to £31,000 per annum, plus performance bonus • On-call paid • Mileage paid for work travel • 23 days' holiday plus bank holidays • Full induction, ongoing training and funded qualifications • Team events and recognition from a WorkBuzz 5-Star Employer • Health and Wellbeing programme • Shop discount scheme with Bluelight card What you'll do Getting new Clients started • Be the first friendly voice families hear when they call us • Log every enquiry in our CRM and keep families updated • Assess new Clients within 72 hours of their enquiry • Check with the Care Coordinator that we can staff a package well before we say yes • Hand over smoothly to the Senior CareGiver for introductions Being there for Clients and families • Be the consistent, go-to contact for your Clients and their families • Put each Client's wishes, dignity and best interests at the heart of every decision • Pick up concerns early and resolve them openly • Build relationships that keep Clients with us for the long term Keeping care right as needs change • Review MARs and Client records in Access Care Planning every week • Arrange quality checks and service reviews before small changes become big problems • Adapt care packages with the Care Coordinator as needs change • Work with GPs, district nurses and social workers involved in a Client's care Quality and safety • Spot and report safeguarding concerns promptly • Run Client team meetings with the CareGivers supporting each Client • Help make sure CareGiver skills match what each Client needs • Keep accurate, confidential records and support audits and CQC readiness • Take your turn on the office on-call rota What success looks like • Every new enquiry gets a response the same working day • New Clients are assessed within 72 hours • Service reviews and quality checks happen on schedule • Clients and families stay with us and recommend us You'll love this role if • You enjoy talking to people, especially at the moments that matter most • You're organised and like seeing things through to the end • You notice the small details that tell you something has changed • You want a clear route into care management Essential • Experience in a client-facing or coordination role in care, health or a community service • A good grasp of person-centred care and safeguarding • Warm, clear communication, including in sensitive conversations • Well organised, with sound judgement on when to escalate • Full UK driving licence and access to a car Desirable • Experience of care assessments or reviews in home care (domiciliary care) • Knowledge of the Mental Capacity Act and MAR auditing • Confident using digital care planning systems • Level 3 Diploma in Adult Care, or willing to work towards it Key skills Care coordination, care assessment, care needs assessment, client services, client relationship management, domiciliary care, home care, care planning, service reviews, quality assurance, safeguarding adults, person-centred care, Mental Capacity Act, medication (MAR) auditing, CQC compliance, complaints handling, on-call, care supervisor, care manager, team leader.