Radfield Home Care Chester & Ellesmere Port
Client Services Lead
West Yorkshire
£30.2k/yr
Posted 1 day ago
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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: Participation in the on-call rota, including evenings and weekends (where required)
Company Background
Radfield Home Care is an award-winning, family-owned home care provider dedicated to empowering individuals to live independently in their own homes through high-quality, person-centred care.
We pride ourselves on:
- Exceptional professionalism and compassion
- Strong leadership and a commitment to continuous improvement
- A focus on client satisfaction, family involvement and care professional excellence
About the Role
The Client Services Lead is a senior management role responsible for overseeing the client journey—from initial consultation through ongoing care delivery—and ensuring safe, compliant, and person-centred services.
You will:
- Provide professional oversight of client care planning, risk management and quality assurance
- Lead consultations, care plan development and reviews
- Support the Field Care Supervisor team in maintaining high standards of practice
- Work closely with the Registered Manager, Duty Care Manager and office team to uphold regulatory compliance and client experience excellence
This role is vital to Radfield Home Care’s reputation for quality, regulatory approval, and positive client outcomes.
Key Responsibilities
Care Planning & Documentation
- Develop and maintain comprehensive, person-centred care plans aligned with individual client needs, preferences and goals.
- Complete and review risk assessments, safeguarding checks and Mental Capacity Assessments in line with legal and organisational policies.
- Oversee Medication Administration Records (MAR) and ensure accurate, safe medication care.
- Review documentation (body maps, incident reports, etc.) to identify and escalate concerns appropriately.
- Ensure all client records adhering to regulatory, legal and company audit standards.
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Client Reviews & Consultations
- Conduct thoughtful consultations with clients and families to assess needs and goals.
- Lead scheduled client reviews, ensuring care remains responsive and aligned to evolving needs.
- Develop, review and update care plans following consultations, incidents or significant life changes.
- Monitor and oversee all aspects of Live-in Care packages to guarantee safety, effectiveness and appropriateness.
Quality, Risk & Compliance
- Provide oversight of client risks, ensuring prompt recognition and mitigation of issues.
- Maintain an up-to-date Client Risk Register, prioritising high-risk cases.
- Escalate risks and incidents to the relevant team and ensure follow-up actions are completed.
- Monitor feedback (complaints, compliments, incidents) to drive continuous improvement.
- Support regulatory compliance and ensure records are inspection-ready.
Client Experience & Quality
- Promote high standards of person-centred care throughout the client journey.
- Collect and analyse feedback (via Google Reviews, etc.) to enhance client satisfaction.
- Identify trends and areas for improvement and implement actionable changes.
Professional Leadership & Team Development
- Lead, support and mentor the Field Care Supervisor team in achieving excellence in care delivery.
- Provide proficiency training in assessments, reviews, risk management and care planning.
- Ensure effective two-way communication between care delivery and clinical oversight.
- Review and improve the quality of care plans, assessments and documentation.
- Cover absences (annual leave, sickness) within the office team to maintain service continuity.
- Participate in the on-call rota, including covering evenings and weekends as required.
Induction & Training
- Assist with the induction of new care workers, clarifying responsibilities and care need details.
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Person Specification
Essential
- Previous experience in a senior care role (e.g., Field Care Supervisor, Senior Field Care Supervisor, Client Lead or equivalent).
- Level 3 Diploma in Adult Care (or equivalent) qualification.
- Strong knowledge of:
- CQC regulations and safeguarding obligations
- Domiciliary care sector legislation
- Care planning, risk management and person-centred assessments
- Demonstrated ability to conduct care consultations and client reviews.
- Exceptional communication skills to build trust and professional relationships.
- Highly organised, with meticulous attention to detail.
- Proficiency in electronic care management systems.
- Full UK driving licence with access to a personal vehicle.
- Enhanced DBS certificate.
Desirable
- Level 5 Diploma in Leadership for Adult Care (or willingness to work towards).
- Experience coaching or supporting Field Care Supervisors.
- Knowledge of Live-in Care models.
- Experience in leading quality improvement projects.
Key Personal Attributes
We seek an individual who:
- Is passionate about exceptional person-centred care.
- Appears professional, compassionate and approachable.
- Remains calm under pressure, balancing priorities effectively.
- Adopts a positive, proactive mindset with a problem-solving approach.
- Commitment to continuous improvement and high professional standards.
- Builds strong relationships while maintaining immaculate attention to detail.
Benefits
- Salary: £30,225 per annum (£15.50/hour).
- Pension scheme.
- Company Sick Pay.
- Annual Awards & Recognition Programme.
- Blue Light Card membership.
- Vehicle maintenance support scheme.
- Paid training and continued professional development.
- Career progression opportunities within Radfield Home Care.
- Supportive, well-managed and award-winning team culture.
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Skills
Care Planning
Risk Assessment
Person-Centred Care
Communication
Relationship-Building
Organizational Skills
Attention to Detail
IT Skills
Leadership
Quality Assurance
Client Reviews
Consultations
Coaching
Compliance
Documentation
Feedback Monitoring