Head of Client Experience at Home Instead Senior Care Etobicoke Mississauga

Baldock, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

30 Mar, 26

Salary

32000.0

Posted On

30 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Care Experience, Customer Service, Team Leadership, Care Planning, Risk Assessments, Medication Management, Interpersonal Skills, Communication Skills, Organizational Skills, Time Management, Commercial Awareness, Negotiation Skills, IT Systems Knowledge, Compliance Knowledge, Quality Assurance, Problem Solving

Industry

Individual and Family Services

Description

Company Description Home Instead is the world’s leading provider of care and companionship services which help our clients remain independent in their own home. Our Professionals benefit from award winning training and ongoing support throughout their Home Instead journey, with options for accredited training in Dementia, Parkinsons and End of Life care. We are committed to changing the face of ageing through delivering quality care to our clients and top class education to our Care Professionals. Job Description Job Purpose: Responsible for managing all aspects of client services to ensure a consistently high-quality, person-centred care experience. The Role: Work closely with the Registered Manager to coordinate the development of a high-quality private domiciliary care service in the local area. Promote the highest standards of care and service with a focus on person-centred care. Manage the process of client acquisition from initial contact to conversion, adhering to company policy. Carry out detailed care planning and risk assessments, ensuring compliance with relevant legal and regulatory requirements. Write, review, and update client care plans and risk assessments, ensuring they remain current and reflective of individual needs. Maintain and update all relevant client records on the ACP care management system, ensuring accuracy and compliance. Oversee the management of medication for each client, including ensuring that Medication Administration Records (MAR) are correctly created, reviewed, and maintained. Ensure successful operation of quality control systems and perform regular quality assurance visits for clients. Continually review and improve processes to ensure the most effective and efficient service is always being delivered. Effectively manage complaints and incidents, carry out investigations relating to service quality, and use findings to initiate improvements. Promote a positive culture aligned with the Home Instead ethos and values. Provide inspired leadership to the team, ensuring exceptional service is delivered and workloads are managed with safe staffing levels. Take part in disciplinary investigations, interviews, and meetings, following company policy and in conjunction with guidance from the HR provider. Ensure that policies and procedures are adhered to by all employees. Maintain the accuracy and integrity of data across all relevant platforms. Keep up to date with changes in legislation and regulations. Proactively identify own development areas in line with business objectives and the duties of the role, taking action within a reasonable timeframe. Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy in respect of employment and service delivery. Participate in the on-call rota, providing out-of-hours support and guidance to the care team and clients when required. Carry out any other duties deemed necessary for the successful operation of the business. Qualifications 3+ years care experience with a proven track record in providing consistently excellent customer service. Proven experience in leading, training, and managing a team to deliver high-quality domiciliary care services. Have or be willing to work towards a Level 4 Diploma in Leadership for Health and Social Care or equivalent. Excellent knowledge of compliance and legislative requirements under the Care Standards regulations. Strong skills in care assessments, care planning, and risk assessments. Experience in managing medication and MAR charts. Good understanding of care systems and digital processes, particularly Access Care Planning or similar platforms. Excellent interpersonal and communication skills. Ability to inspire others and build strong working relationships. Highly organised, with effective planning and time management skills. Commercially aware with influencing and negotiating skills. Demonstrated achievement of business growth targets. Ability to work accurately and calmly under pressure, managing multiple priorities. Flexible to meet the demands of the business, including participation in an on-call rota. Working knowledge of IT systems, including Microsoft Office or Google Suite, databases, and virtual communication platforms. Full UK driving licence and access to a vehicle (essential due to travel requirements for assessments and emergency support). Additional Information Benefits: Casual dress Company pension Employee discount Free flu jabs Health & wellbeing programme On-site parking Sick pay Date Advert Closes: 28 February 2026 Compensation: GBP32000 - GBP32000 - yearly

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Responsibilities

The Head of Client Experience is responsible for managing all aspects of client services to ensure high-quality, person-centred care. This includes overseeing client acquisition, care planning, quality assurance, and team leadership.