Radfield Home Care (UK)
Client Services Lead
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Client Services Lead
Client Services Lead
Reports to: Registered Manager
Hours: 37.5 hours per week
Salary: £30,225 per annum (£15.50 per hour)
Location: Office and community-based
On-call requirement: Participation in the on-call rota where required (including evenings and weekends)
About the Organisation
Radfield Home Care is an award-winning, family-owned home care provider dedicated to helping people live independently in their own homes. We pride ourselves on delivering high-quality, person-centred care that enables our clients to remain connected to the things that matter most.
We believe exceptional care starts with exceptional people. Our reputation is built on professionalism, compassion, strong leadership, and a commitment to continuously improving the experiences of our clients, families, and care professionals.
The Client Services Lead plays a pivotal role in ensuring the delivery of safe, high-quality, person-centred care. As a senior management team member, this role oversees the client journey from consultation through to ongoing review, providing professional oversight of client care and supporting the Field Care Supervisor team to deliver consistently excellent outcomes.
This role is fundamental to maintaining our reputation for quality, regulatory compliance, and an exceptional client experience.
Purpose of the Role
To lead the delivery of high-quality, person-centred client services by overseeing care consultations, care planning, risk management, client reviews, and ongoing quality assurance.
The Client Services Lead provides professional oversight of client care, ensuring services remain safe, responsive, and tailored to each client’s individual needs. They offer professional leadership and guidance to the Field Care Supervisor team while working closely with the Registered Manager, Duty Care Manager, and wider office team to maintain quality standards, manage client risk, support professional practice, and ensure effective communication.
Key Responsibilities
Care Planning & Documentation
- Create and maintain comprehensive person-centred care plans reflecting each client’s individual needs, preferences, and desired outcomes.
- Complete and review client risk assessments, adhering to regulatory requirements, safeguarding responsibilities, and organisational policies.
- Conduct Mental Capacity Assessments and Best Interest Decisions as required, ensuring proper documentation and review.
- Prepare, review, and oversee Medication Administration Records (MAR) and allied medication documentation for accuracy and safe care delivery.
- Review care documentation, body maps, incident reports, and associated records to identify, document, and escalate concerns where necessary.
- Ensure all documentation remains accurate, up-to-date, audit-ready, and compliant with regulatory and organisational requirements.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Client Reviews & Consultations
- Conduct care consultations with prospective clients and their families, ensuring a professional, person-centred assessment process.
- Complete and oversee scheduled client reviews, ensuring services adapt to evolving client needs and outcomes.
- Lead the development and review of care plans following consultations, reviews, incidents, or relevant changes in client needs.
- Oversee live-in care packages, ensuring they are safe, effective, and appropriate for each client’s requirements.
Quality, Risk & Compliance
- Provide professional oversight of client care, promptly identifying and addressing changes in needs, risks, or outcomes.
- Manage the Client Risk Register, ensuring high-risk clients are identified, monitored, and reviewed appropriately.
- Follow up on agreed actions for client risks within specified timescales, escalating where necessary.
- Monitor incidents, safeguarding concerns, and quality issues, ensuring proper follow-up, learning, and continuous improvement.
- Ensure significant client risks, safeguarding issues, and changes are communicated effectively to the Field Care Supervisor team and management.
- Support the Registered Manager and Duty Care Manager in maintaining regulatory compliance and quality assurance.
- Keep client records inspection-ready and contribute to a culture of continuous improvement.
Client Experience & Quality
- Champion consistently high person-centred care standards throughout the client experience continuum.
- Gather and act on client feedback (via Google Reviews, homecare.co.uk, and other platforms) to support service enhancement.
- Monitor feedback, recognition, and complaints to identify trends, share insights, and elevate service quality.
Professional Leadership & Team Development
- Provide leadership, guidance, and timely support to the Field Care Supervisor team, fostering high standards in client care, documentation, risk management, and quality outcomes.
- Serve as the first professional point of contact for support across care assessments, reviews, risk management, and planning.
- Maintain clear, two-way communication to ensure prompt sharing of client changes, risks, incidents, and concerns.
- Collaborate with the Field Care Supervisor team to ensure timely and high-standard completion of reviews, care plans, and risk assessments.
- Coach and develop the team’s knowledge, confidence, and competence in client quality and professional practice.
- Partner with the Duty Care Manager, Care Coordinators, and office staff to ensure seamless service delivery and unified communication.
- Cover office team leave/absence as needed to maintain operational continuity.
- Participate in the on-call roster as required (including evenings and weekends).
- Undertake additional responsibilities aligned with achieving business objectives.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Induction & Training
- Assist in the induction and training of new care professionals, ensuring clarity on care plans, risk assessments, documentation, and person-centred care practices.
Person Specification
Essential Requirements
- Previous experience in a senior role within domiciliary care (e.g., Field Care Supervisor, Senior Field Care Supervisor, Client Lead or comparable).
- Hold or equivalent to a Level 3 Diploma in Adult Care.
- In-depth knowledge of CQC regulations, safeguarding, and care sector legislation.
- Strong understanding of care planning, risk assessment, and person-centred care principles.
- Proven experience in conducting care consultations and client reviews.
- Exceptional communication and relationship-building skills.
- Outstanding organisation and attention to detail.
- Proficient IT skills, including the ability to use electronic care management systems.
- Valid UK driving licence and access to a personal vehicle.
- Enhanced DBS disclosure.
Desirable Characteristics
- Level 5 Diploma in Leadership for Adult Care (or willingness to pursue).
- Experience supporting and mentoring Field Care Supervisors.
- Familiarity with Live-in Care environments.
- Experience driving quality improvement initiatives.
Core Personal Attributes
- Passionate about delivering exceptional person-centred care.
- Professional, approachable, and compassionate.
- Calm under pressure, able to effectively prioritise tasks.
- Positive, proactive, and solution-focused.
- Rigorous attention to detail.
- Advocates for continuous improvement.
- Can build strong working relationships while upholding high professional standards.
- A role model for professionalism, quality, and client-centred care.
Benefits
- Salary: £30,225 per year (£15.50/hour).
- Access to a pension scheme.
- Company Sick Pay Scheme.
- Opportunity to participate in performance-related discretionary bonus schemes (subject to business performance).
- Annual Awards & Recognition Programme.
- Blue Light Card membership.
- Vehicle maintenance support scheme.
- Paid training and professional development.
- Clear progression opportunities within the business.
- Supportive and award-winning team culture.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills