Client Experience Lead
Join Home Instead Derby
Salary: £26,000
Hours: Full Time | 37.5 hours per week
Working Pattern: Monday – Friday, 09:00 – 17:00 + On-Call Responsibilities
An exciting opportunity has arisen to join an award-winning home care provider, with an established reputation for delivering exceptional person-centred care within the local community. Home Instead Derby is seeking a passionate Client Experience Lead to be a part of our high-quality domiciliary care service. This is a pivotal dual-leadership role that bridges client care management and team mentorship to ensure the highest standards of person-centred home care and making a genuine difference every day.
The office based location will be Derby with areas covered including Ilkeston Cotmanhay, Kirk Hallam, Long Eaton, Sawley, Hucknall, Papplewick, Linby, Eastwood, Kimberley, Newthorpe, Giltbrook, Bestwood, Sherwood, Bulwell, Basford, Highbury Vale, Old Basford and surrounding areas. A full driving license and means of transport with business insurance if required within the territory to visit clients.
This is an exciting leadership opportunity to further develop and strengthen an already highly regarded care provider where quality care and strong values are at the heart of everything we do.
About the role
Support the Care Manager in managing client needs and delivering high-quality, person-centred care. In this role, you will provide strong line management to the Client Experience team, maintain precise digital care plans, and build positive relationships with clients, families, and healthcare professionals. This is an excellent opportunity to mentor staff and help drive the operational success of our service.
Key Responsibilities
Client Experience & Care Planning
- Conduct consultations, complete initial assessments, and finalise all new client paperwork.
- Create, update, and audit digital client care plans to ensure high-quality standards.
- Conduct regular client reviews, maintain consistent contact, and action changes immediately.
- Facilitate seamless introductions between clients and Care Professionals.
Team Leadership & Mentorship
- Line-manage the Client Experience team to build a positive, collaborative team ethos.
- Support, mentor, and supervise Care Professionals through regular communication.
- Conduct staff appraisals, one-to-one supervisions, competency assessments, and return-to-work meetings.
- Assist Care Professionals in achieving their relevant care qualifications.
Operations & Compliance
- Identify training needs and required follow-ups based on regular care auditing activity.
- Maintain accurate records on Home Instead software and People Planner.
- Deputise for the Head of Client Experience and support general business operations as directed.
- Participate in the on-call rota and ensure full compliance with equal opportunity policies.
About You
We are looking for someone who has:
- Level 3 NVQ in Health and Social Care or equivalent.
- 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 Care Professionals 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.
- Confidence in using care management technology including providing support and training to Care Professionals.
- Understanding of 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.
- Be organised and flexible to meet the needs of the business.
- The right to work in the UK, unfortunately we do not offer sponsorship.
- Availability and willingness to partake in an on-call rota
- Willingness to support clients if required away from office hours
Why Join Us?
- Supportive and values-driven culture
- Career progression and professional development opportunities
- A chance to make a real impact within your local community
- Work alongside a passionate team committed to delivering exceptional care
- Deputise for the Head of Client Experience and assist with strategic succession planning.
- Play a vital role in mentoring Care Professionals and supporting their qualification journeys.
If you are an experienced care leader looking for an exciting new challenge with a respected and supportive home care provider, we would love to hear from you.
Apply Now
Start a rewarding career where you are valued, supported, and empowered to make a difference every day.
Apply today and we will arrange a friendly, confidential conversation at a time that suits you.
Pay: £26,000.00 per year
Application question(s):
- What is your current postcode?
- Do you have access to a vehicle for work use? (This is absolutely essential, please do not apply if you don't)
- Do you currently hold, or would you be willing to work towards, an NVQ Level 3 in Health & Social Care?
- Do you have experience writing and reviewing care plans?
- Do you need sponsorship to work in the UK? Unfortunately we are unable to offer this.
Licence/Certification:
- UK Driving Licence (required)
Work Location: On the road
