Job Description
This role is all about turning interest into action. As a Care Consultant, you will take the lead on handling client enquiries, converting leads, and coordinating a seamless onboarding journey for new clients. You will act as the first point of contact and a trusted advisor for families seeking care.
Key Responsibilities
· Identify and pursue opportunities for new client referrals.
· Respond promptly and professionally to new client enquiries (phone, email, online), in an empathetic manner.
· Present Home Instead’s services in a way that builds trust and confidence.
· Liaise with care coordinators/schedulers to ensure smooth transition from enquiry to service delivery.
· Brief care staff on new clients’ care plans, preferences, and special requirements.
· Match Care Professionals to new clients in conjunction with client care team and arrange introductions.
· Set up the new client on the system and the initial schedule to ensure the client’s needs are met.
· Ensure continuity of care and smooth handover to the operations team.
· Monitor client satisfaction during the first weeks of care, addressing issues promptly.
· Be part of our Evening and Weekend On-call working rota
· Provide feedback to management on common themes, trends, or improvements needed.
Ongoing Relationship Management
· Act as the first point of contact during the client’s initial weeks of service.
· Follow up with clients and families to ensure expectations are met and adjustments are made if needed.
· Support retention by building long-term client relationships and identifying opportunities for additional services.
Lead Conversion & Client Acquisition
· Respond promptly and professionally to new client enquiries (phone, web, referrals, etc.)
· Build rapport with prospective clients and their families through consultative conversations.
· Clearly explain Home Instead’s services and value proposition.
· Follow up on leads and nurture relationships to secure care agreements.
· Maintain accurate records of lead activity using CRM or internal systems.
· Track and report on conversion rates and enquiry outcomes.
Client Onboarding
· Conduct home care consultations and needs assessments for new clients
· Design and document tailored care plans in partnership with clients and families
· Coordinate all onboarding logistics, including scheduling initial visits and assigning suitable Care Professionals
· Ensure all compliance documents, consent forms, and risk assessments are completed
· Maintain a warm, reassuring presence during the onboarding period to ensure client satisfaction
· Act as a liaison between the client, care team, and scheduling staff to support a smooth start to services
Community Engagement (Optional but Encouraged)
· Represent Home Instead at community events or networking opportunities to build awareness.
· Build and maintain relationships with local referral sources such as GPs, social workers, and charities.
About You
We’re looking for a driven, people-oriented individual who thrives on building relationships and delivering results.
Essential Skills & Experience
· Proven experience in a sales, client services, or care coordination role.
· Strong interpersonal and communication skills.
· Commercial awareness and ability to work to targets/KPIs.
· Excellent organisational and time-management abilities.
· Empathy and understanding for the needs of older people and their families.
· Good working knowledge of IT systems with experience of Microsoft Office with the ability to learn and adopt new technologies where appropriate.
· Logical and analytical with the ability to work on own initiative and meet deadlines.
· Full UK driving licence and access to a vehicle.
Desirable
· Experience in home care, social care, or healthcare services.
· Familiarity with CIW regulations and care planning processes.
Qualifications
Additional Information
Please note that, due to the nature of the role, we will require a full UK driving licence and access to a vehicle.
This position is subject to an enhanced DBS disclosure. For further details, feel free to contact our office on 01633 740028