CARE COORDINATION & CUSTOMER EXPERIENCE

• Care-manage support plans, assessments, and reviews.
• Ensure that the highest standard of care is delivered through individualised care and support plans.
• Undertake risk assessments and ensure compliance with health and safety protocols.
• Liaise effectively with external agencies and multidisciplinary teams.
• Support the implementation of feedback mechanisms to safeguard individual choice, voice, and satisfaction.

JOB PURPOSE

The Customer Experience Lead is responsible for the efficient operational management of the home care service within a designated geographical area. This includes oversight of care management, staff supervision, stakeholder engagement, and regulatory compliance. The role supports quality care delivery while managing staff rotas, recruitment, service coordination, and contributing to strategic goals.

SCHEDULING & DEPLOYMENT (COVER AND ON CALL PURPOSES)

• Create and manage rotas and staff schedules to ensure adequate service coverage.
• Allocate and deploy staff across designated regions efficiently.
• Use IT systems to manage administrative and scheduling responsibilities.