Jobs, fresher vacancy - Head of Client Experience • Hertfordshire

Company: Home Instead

Hertfordshire

Job DescriptionJob 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.