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 everyday.

• 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

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)

• 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 oncall and performance bonuses.

Travel related mileage paid

Company events and training