Job Description Leadership & Management Deputise for the Registered Care Manager/Head of Client Experience as and when required. Actively participate in objective setting, succession planning, and performance reviews. Support, mentor and supervise Care Professionals through coaching, appraisals, one-to-one supervision, return to work meetings, competency assessments and sign-off on the Care Certificate. Identify training and development needs for both Care Professionals and Key Players, ensuring follow-up and action. Client Management & Engagement Manage client relationships with responsibility for their ongoing care and support, ensuring a person-centred approach. Undertake consultations with new clients, complete assessments, and all required paperwork. Create, update, and audit care plans, ensuring they are reviewed in line with Home Instead standards and digital systems are maintained. Conduct regular client reviews, quality assurance calls, satisfaction surveys, and service reviews, ensuring timely follow-up on issues. Maintain regular contact with clients, tailoring communication to individual needs and ensuring a consistent, high-quality experience. Build and maintain strong, positive relationships with clients, their families, and other professionals involved in their care. Coordinate client and Care Professional introductions, including shadowing where required. Ensure clients receive appropriate recognition such as birthday and greeting cards. Operational Duties Support scheduling and coordination of Care Professionals, ensuring effective use of Home Instead’s systems. Enter and maintain accurate records for clients and Care Professionals in both digital and hard copy formats. Monitor service visits through systems to ensure effective service delivery. Undertake audits of client and Care Professional files, implementing corrective actions as needed. Ensure compliance with Home Instead Franchise Standards, policies, and procedures at all times. Participate in the on-call rota and provide hands-on care if required. Maintain confidentiality of all client, staff, and business information.