Client Lead

Job Description

Job Title: Client Experience Lead
Location: Glasgow South
Company: Home Instead

About Home Instead:
Home Instead is a leading provider of high-quality home care services for older adults. We are passionate about making a difference in the lives of our clients by providing the best care tailored to their individual needs. Our compassionate team works closely with clients and their families, ensuring a safe, supportive, and engaging environment for those who require home care.

Role Overview:
We are looking for a dedicated and dynamic Client Experience Lead to join our team in Glasgow South. This is a pivotal role within our organization, responsible for ensuring our clients receive an exceptional experience with Home Instead. The ideal candidate will be client-focused, organized, and have a passion for improving the lives of older adults.

Key Responsibilities:

• Lead the client journey, ensuring exceptional care and service delivery at every touchpoint.
• Develop strong relationships with clients and their families to understand their needs and preferences, ensuring satisfaction and continuous improvement.
• Oversee the client onboarding process, ensuring smooth transitions and comprehensive care planning.
• Provide ongoing support to clients, ensuring regular check-ins and responding to any concerns or queries in a timely manner.
• Collaborate closely with care teams to ensure clients receive personalized and high-quality care that meets their specific needs.
• Implement feedback loops, gathering insights from clients and families to improve our services.
• Support marketing efforts by sharing client success stories and experiences to help grow the Home Instead brand.

Qualifications & Skills:

• Proven experience in a client-facing role, ideally within the healthcare, home care, or customer service sectors.
• Excellent communication skills, both verbal and written, with the ability to engage and build trust with clients, families, and colleagues.
• Strong organizational skills and attention to detail.
• Compassionate, empathetic, and passionate about delivering outstanding care experiences.
• Ability to problem-solve and resolve issues effectively and with empathy.
• Proficient in using office software and CRM systems (or willingness to learn).

Why Join Us?

• Be part of a supportive, caring team dedicated to improving the lives of older adults.
• Competitive salary and benefits package.
• Opportunities for professional development and career progression.
• A rewarding role where your contributions make a real impact.

How to Apply:
If you are ready to make a difference and lead the way in client experience, we would love to hear from you! Please submit your CV to laura.mcdonald@sg.homeinstead.co.uk or hit apply now!

Join Home Instead and help us provide high-quality care and exceptional experiences for our clients in Glasgow South!