Job Opportunities API

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 legis