Radfield Home Care
Client Services Lead
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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 as required (including evenings and weekends)
About Radfield Home Care
Radfield Home Care is an award-winning, family-owned home care provider dedicated to helping people live independently in their own homes.
We are committed to delivering high-quality, person-centred care that keeps individuals connected to what matters most.
At the heart of our success are exceptional people—our reputation is built on professionalism, compassion, strong leadership, and a relentless commitment to improving the experience of our clients, families, and care professionals.
About the Role
The Client Services Lead is a senior management role, leading the client journey from consultation through to ongoing review. This position ensures safe, high-quality, person-centred care is delivered consistently.
You will provide professional oversight of client care, collaborate with the Field Care Supervisor team, and work closely with the Registered Manager, Duty Care Manager, and wider office team.
This role is crucial in maintaining regulatory compliance, high-quality service delivery, and an exceptional client experience.
Key Responsibilities
Care Planning & Documentation
- Create and maintain comprehensive, person-centred care plans that reflect individual needs, preferences, and outcomes.
- Complete and review client risk assessments, ensuring compliance with safeguarding and regulatory standards.
- Conduct Mental Capacity Assessments and Best Interest Decisions as required, with full documentation.
- Manage and review Medication Administration Records (MAR), ensuring accuracy and safe delivery.
- Review body maps, incident reports, and supporting documentation to identify concerns, escalate where necessary, and ensure compliance.
- Maintain audi-tready, up-to-date client records aligned with regulatory and organisational standards.
Client Reviews & Consultations
- Lead care consultations with prospective clients and their families, ensuring a professional, person-centred process.
- Oversee scheduled client reviews to adapt care based on evolving needs and outcomes.
- Direct the development and review of care plans following consultations, reviews, incidents, or changes in client needs.
- Ensure Live-in Care packages remain safe, effective, and tailored to individual needs.
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Quality, Risk & Compliance
- Provide professional oversight of client care, identifying risks, and ensuring timely action to maintain safe, high-quality care.
- Monitor the Client Risk Register, identifying and resolving high-risk client situations.
- Follow up on client incidents, safeguarding concerns, and quality issues, ensuring action and learning.
- Communicate identifiable risks, concerns, and changes to the Field Care Supervisor team and management team for effective response.
- Support the Registered Manager and Duty Care Manager to maintain compliance with regulatory frameworks and quality assurance processes.
- Ensure client records are inspection-ready and support ongoing service improvement.
Client Experience & Quality
- Uphold high standards of person-centred care throughout every stage of the client journey.
- Encourage client feedback, including through Google Reviews and homecare.co.uk, to drive improvement and brand reputation.
- Analyse feedback patterns, ensuring trends are addressed and the overall client experience continues to evolve positively.
Professional Leadership & Team Development
- Provide leadership, guidance, and mentoring to the Field Care Supervisor team, ensuring adherence to quality standards in care planning, reviews, risk management and documentation.
- Act as the primary point of professional support for the team on client assessments, risk management, and care planning.
- Facilitate effective two-way communication, ensuring prompt updates on client needs, incidents, and concerns.
- Collaborate with the Field Care Supervisor team to ensure timely completion of reviews and assessments to required standards.
- Support the development of Field Care Supervisors, enhancing skills and confidence in client quality and professional care delivery.
- Work with the Duty Care Manager, Care Coordinators, and office team to ensure seamless service delivery and strong teamwork.
- Provide staff absence and annual leave cover to maintain service continuity.
- Join the on-call rota when required, including evenings and weekends.
- Undertake additional tasks as needed to support business objectives.
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Induction & Training
- Participate in inductions of new Care Professionals, ensuring requirement alignment with care plans, risk assessments, documentation, and person-centred care principles.
- Train and up-skill field staff in required processes and standards.
Person Specification
Essential Requirements
- Proven experience in a senior client care role (Field Care Supervisor, Senior Field Care Supervisor, Client Lead or similar).
- Holding or willing to obtain a Level 3 Diploma in Adult Care (or equivalent).
- Strong knowledge of CQC regulations, safeguarding, and care sector legislation.
- Deep understanding of care planning, risk assessment and person-centred principles.
- Experience conducting client assessments and reviews.
- Exemplary communication and relationship-building skills.
- Strong organisational skills, meticulous attention to detail.
- Proficient with electronic care management systems.
- Full UK driving licence with access to a personal vehicle.
- Enhanced DBS clearance.
Desirable Skills
- Level 5 Diploma in Leadership for Adult Care (or open to pursuit).
- Experience supporting or mentoring Field Care Supervisors.
- Live-in Care expertise.
- Quality improvement initiative leadership.
Personal Attributes
- Passionate about exceptional person-centred care.
- Display professionalism, approachability, and compassion.
- Remain calm under pressure, effectively prioritising tasks.
- Adopt a positive, proactive problem-solving approach.
- Maintain exceptional attention to detail.
- Committed to continuous improvement.
- Builds strong working relationships while prioritising professionalism.
- Serves as a role model for quality, client-focused, and standards-aligned care.
Benefits
- Salary: £30,225 per annum (£15.50/hour).
- Pension scheme.
- Company sick pay scheme.
- Access to discretionary performance-related bonus schemes (subject to business and role success).
- Annual Awards and Recognition Programme.
- Blue Light Card membership.
- Vehicle maintenance support scheme.
- Paid training and professional development opportunities.
- Clear career progression paths.
- Supportive and structured environment within a 国王家庭团队.
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