Right at Home Solent & Southampton
Client Care Lead - Home Care
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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.
A wonderful role for those who want to make a difference in the community working with our clients and their families. The role is filled with Job Satisfaction!
Right at Home Solent & Southampton is a family-run established care provider, with a CQC Outstanding Rating. We are known for developing our team in an honest and open workplace culture.
- WorkBuzz Employer of the Year 2024, 2025, 2026!
- Great training and development opportunities
- Birthday Recognition
- Team Events
- Blue Light Card - discounts of 100's of companies as a health care worker.
Make an impact on your community, and make a real difference every day.
- Opportunity to study for further qualifications (funded).
- A stepping stone to a Managerial role.
Reporting to the Registered 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
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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
Quality, Safety & Compliance (Safe, Effective & Well-Led)
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- 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.
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
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
Salary
- £26,000-£29,000 per annum, plus on-call and performance bonuses.
- Travel-related mileage paid
- Company events and training
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