About Draycott Nursing & Care We are a recognised market leader in nursing, domiciliary, social and personal care. We pride ourselves on our professional and discreet service with our staff applying our 4 Cs; Compassion, Collaboration, Competence and Commitment. You will have a chance to work alongside the gold standard in Registered Nurses and Carers. Our daily and live-in care enables our clients to remain in their own home whilst being cared for by professional and highly trained Carers and Registered Nurses. For over 30 years Draycott Nursing and Care has been recognised by doctors, consultants and clients for exceptionally high professional standards and 24/7 support. Now driving an exciting partnership to provide on-site healthcare within a unique new complex of 5-star luxury London apartments. About You and the Role This role is responsible for delivering a safe, caring, effective, and well-led homecare service, contributing to continuous improvement and supporting the maintenance of Draycott’s CQC Outstanding rating. You will oversee the day-to-day coordination of high-quality, dignified care, ensuring respect, equality, and independence for every client while managing the Care Coordinator team. As a key point of contact for clients, families, and healthcare professionals, you will foster strong communication and trust. You will lead the coordination of complex, person-centred care packages, ensuring they meet both client needs and CQC standards. The role also supports business growth through effective case allocation and revenue-focused care package management. You will ensure excellent client–carer matching, uphold exceptional service standards, and work closely with field staff to maintain continuity and quality of care. Additional responsibilities include overseeing weekly payroll processing and ensuring outstanding levels of customer service throughout the client journey. Key Responsibilities Use strong commercial awareness to recommend cost-effective care solutions, ensuring clients understand service options, pricing, and value. Build and maintain positive relationships with clients and families through regular communication, follow-up support, and quality assurance calls. Promote services ethically while supporting client retention, managing feedback, reviews, and complaint resolution. Oversee day-to-day management of the field care team, ensuring accurate rostering, workforce availability, timely visit delivery, and up-to-date client records. Work closely with the Field Care Supervisor and Training Manager to ensure rotas support supervision, training, and high-quality care delivery. Escalate conduct, performance, or clinical concerns appropriately and ensure care is delivered in line with bespoke care plans and CQC standards. Coordinate client and staff bookings, manage eMAR set-up, maintain continuity of care, and respond to changes in client needs or staff availability. Liaise with multidisciplinary professionals to ensure clients receive the right care at the right time. Act as first point of contact for incidents and complaints, ensuring accurate recording and timely escalation to the Registered Manager. Contribute to payroll preparation, run utilisation reports, analyse capacity, and provide insights to senior management. Participate in on-call rota, staff recruitment, screening, and supervision. Provide reception and enquiry support when required, ensuring excellent customer service and CRM accuracy. Maintain compliance with regulations, policies, and professional guidelines, and engage in ongoing development. Experience and Attributes Minimum of 2 years’ experience as a Care Coordinator or in a similar role, demonstrating the ability to support wider team operations. Previous work in a customer service environment. Experience within a healthcare or care-related setting. Excellent interpersonal and communication skills, able to engage professionally with clients, families, carers, nurses, and colleagues. Demonstrates tact, discretion, and confidentiality in all interactions. A collaborative team player with a supportive, mature, and diplomatic approach. Creative thinker who contributes ideas to enhance service quality, efficiency, and operational effectiveness. Strong organisational skills with the ability to prioritise workload, manage multiple tasks, and meet deadlines to a high standard. Excellent attention to detail and confident IT capability, including Microsoft Office and care rostering/booking systems. Flexible, adaptable, and able to work effectively in a fast-paced environment. Comfortable handling soft sales activities, including managing new client enquiries and clearly explaining services. Clinical training or strong clinical knowledge is highly advantageous Benefits Discretionary bonuses 25 days annual leave Bank Holidays 2 paid volunteer days per year 5% Company contribution to pension after probation Perkbox C2W and Tech Scheme Eye Tests and Frame financial support Recommend a friend bonuses