Client Care Lead

The Client Care Lead is responsible for managing the client journey from initial enquiry through onboarding and ongoing support, ensuring services are delivered in a safe, effective, caring, responsive, and well-led manner.

Reporting to the Client Care Manager, the role acts as a central point of accountability for client experience, supporting sustainable growth through timely responsiveness, strong relationships, and high-quality, person-centred care. By understanding client needs and adapting services as those needs change, the Client Lead helps ensure continuity of care, positive outcomes, and long-term trust within the community.

Key Responsibilities

New Client Enquiries, Assessments & Onboarding (Safe, Responsive & Well-Led)

• Act as the first point of contact for new client enquiries, responding promptly, professionally, and with compassion

• Gather relevant information to understand needs, circumstances, and urgency of support required

• Coordinate and book initial assessments within a 72-hour timeframe to ensure responsiveness to supporting the new client and their family.

• Work closely with care coordinators and recruitment around capacity planning to ensure client demand is met with carer capacity

• Lead the onboarding of new clients, ensuring a smooth, reassuring, and well-managed transition into services

• Ensure all assessments, documentation, consents, and care information are completed accurately and in a timely manner

• Take a proactive approach with the welfare of clients, liaising with other healthcare professionals to ensure a joined-up circle of care for the client.

Client Relationship, Retention & Advocacy (Caring & Person-Centred)

• Build and maintain strong, trusted relationships with clients and families

• Act as a consistent and accessible point of contact throughout the client journey

• Maintain regular communication through service reviews, quality assessments and feedback from carers to understand the client experience, and that their needs are being met.

• Advocate for clients, ensuring their wishes, preferences, dignity, and best interests are central to all decisions

• Take a proactive approach to client retention through attentive, responsive, and high-quality relationship management

Ongoing Review, Responsiveness & Growth (Responsive & Effective)

• Proactively monitor for indicators of changing need, risk, or opportunity to improve outcomes through weekly review of MARs and Client records

• Initiate timely QAs and service reviews of care arrangements to ensure services remain appropriate and person-centred

• Work collaboratively with coordinators and care teams to adapt care packages as client needs evolve

• Support sustainable growth by ensuring services flex in response to need rather than reaching crisis point

• In advance of domiciliary care no longer fully meet a client’s needs, provide clear, professional guidance to clients and families around the Live in Care service, where this would better support safety, wellbeing, and independence and peace of mind for the family, as an alternative to residential care.

• Support clients and families to understand how live-in care can enable the client to remain living at home, in line with their wishes

• Ensure transitions between care models are well planned, clearly communicated, and carried out with dignity and reassurance

Quality, Safety & Compliance (Safe, Effective & Well-Led)

• Monitor the quality of services experienced by clients, identifying risks, themes, and opportunities for improvement

• Work closely with the Carer Experience Team, to ensure that carer competencies are at the level required to deliver a quality service.

• Organise Client Meetings (in partnership with the Carer Experience Team) with care teams supporting a particular client, to ensure that care delivery is meeting the Client’s needs and our standards, and to share best practice.

• Support adherence to relevant legislation, regulatory standards, and internal governance processes

• Respond to concerns, complaints, or incidents in line with policy, escalating appropriately to the Client Care Manager where required

• Play a key support role to the Leadership Team with Head office audits and CQC inspections.

• Ensure learning from feedback, complaints, and incidents is shared and embedded into continuous improvement.

Collaboration, Systems & Professional Practice (Well-Led)

• Work in close partnership with care coordinators, the carer experience team, recruitment and leadership

• Ensure accurate, timely, and confidential record-keeping in line with data protection requirements

• Share insight from enquiries, assessments, and client feedback to inform service development and capacity planning

• Role-model professional, ethical, and values-led behaviour at all times

• Contribute to a positive, inclusive workplace culture that reflects organisational values of care, integrity, and belonging

Skills & Experience

Essential

• Experience in a client-facing or coordination role within a regulated care, health, or community service environment

• Strong understanding of person-centred care and safeguarding responsibilities

• Proactive and responsive approach handling new enquiries, assessments, as well as sensitive conversations with clients and families

• Ability to work within policies, procedures, and regulatory frameworks

• Excellent interpersonal, organisational, and communication skills

• Ability to identify risk, exercise sound judgement, and escalate appropriately

Desirable

• Familiarity with regulatory inspection frameworks (e.g. CQC or equivalent)

• Experience working with domiciliary and/or live-in care services

• Experience supporting care reviews, service growth, or quality improvement

• Level 2 or above NVQ in Health & Social Care or Equivalent Qualifications

Values & Behaviours

• Acts with integrity, compassion, and professionalism

• Demonstrates responsiveness, reliability, and accountability

• Places quality, client wellbeing, dignity, and safety at the heart of decision-making

• Works collaboratively and respectfully with colleagues and partners

• Committed to learning, improvement, and consistent excellence

Measures of Success

• New client enquiries are handled promptly and professionally to ensure new clients are coming on board in line with targets

• Assessments and onboarding processes are smooth, timely, and well-coordinated

• High levels of client retention through proactive review and responsiveness

• Care packages adapt effectively as needs change, supporting growth and continuity

• Positive feedback from clients, families, and regulators

• Strong contribution to a safe, caring, responsive, and well-led service