Client Services Lead

CLIENT SERVICES LEAD Reports to: Registered Manager Hours: 37.5 hours per week Salary: £30,225 per annum (£15.50 per hour) Location: Office and Community Based On Call: Participation in the on-call rota where required (including evenings and weekends) COMPANY BACKGROUND Radfield Home Care is an award-winning, family-owned home care provider dedicated to helping people live independently in their own homes. We pride ourselves on delivering high-quality, person-centred care that enables people to remain connected to the things that matter most. We believe exceptional care starts with exceptional people. Our reputation has been built on professionalism, compassion, strong leadership and a commitment to continuously improving the experience of our clients, families and care professionals. The Client Services Lead plays a pivotal role in ensuring the delivery of safe, high-quality, person-centred care. As a senior member of the management team, they are responsible for leading the client journey from consultation through to ongoing review, providing professional oversight of client care and supporting the Field Care Supervisor team to deliver consistently excellent outcomes. This role is fundamental to maintaining our reputation for quality, regulatory compliance and an exceptional client experience. PURPOSE OF THE ROLE To lead the delivery of high-quality, person-centred client services by overseeing care consultations, care planning, risk management, client reviews and ongoing quality assurance. The Client Services Lead provides professional oversight of client care, ensuring services remain safe, responsive and tailored to each client's individual needs whilst providing professional leadership and guidance to the Field Care Supervisor team. Working closely with the Registered Manager, Duty Care Manager and wider office team, the Client Services Lead plays a key role in maintaining quality standards, managing client risk, supporting professional practice and ensuring effective communication regarding client needs, risks and ongoing care. KEY RESPONSIBILITIESCare Planning & Documentation Create and maintain comprehensive person-centred care plans that accurately reflect each client's individual needs, preferences and desired outcomes. Complete and review client risk assessments in line with regulatory requirements, safeguarding responsibilities and organisational policies. Complete Mental Capacity Assessments and Best Interest Decisions where required, ensuring appropriate documentation and review. Create, review and oversee Medication Administration Records (MAR) and medication documentation to ensure accuracy and safe delivery of care. Review care documentation, body maps, incident reports and associated records to ensure concerns are identified, documented appropriately and escalated where required. Ensure all client documentation remains accurate, up to date, audit-ready and compliant with regulatory and organisational requirements. Client Reviews & Consultations Conduct care consultations with prospective clients and their families, ensuring a professional, person-centred assessment process. Complete and oversee scheduled client reviews, ensuring services remain responsive to changing needs and client outcomes. Lead the development and review of care plans following consultations, reviews, incidents or significant changes in client needs. Oversee all aspects of Live-in Care packages, ensuring they remain safe, effective and appropriate to client needs. Quality, Risk & Compliance Provide professional oversight of client care, ensuring changes in clients' needs, risks or outcomes are identified promptly and appropriate action is taken to maintain safe, high-quality care. Oversee the Client Risk Register, ensuring high-risk clients are identified, monitored and reviewed appropriately. Ensure agreed actions relating to identified client risks are progressed within agreed timescales and escalated where appropriate. Monitor client incidents, safeguarding concerns and quality issues, ensuring appropriate follow-up, learning and continuous improvement. Ensure significant client risks, safeguarding concerns and changes in client needs are communicated effectively to the Field Care Supervisor team and relevant members of the management team, ensuring appropriate action is taken. Support the Registered Manager and Duty Care Manager in maintaining compliance with regulatory requirements and quality assurance processes. Ensure client records remain inspection-ready and support continuous improvement across the service. Client Experience & Quality Promote consistently high standards of person-centred care throughout the client journey. Encourage and obtain client feedback through Google Reviews, homecare.co.uk and other appropriate channels to support continuous improvement and reputation. Monitor client feedback, compliments and complaints to identify trends, share learning and improve the overall client experience. Professional Leadership & Team Development Provide professional leadership, guidance and support to the Field Care Supervisor team, promoting consistently high standards of client care, care planning, reviews, risk management and documentation. Act as the first point of professional support for the Field Care Supervisor team regarding client care, assessments, reviews, risk management and care planning queries. Ensure effective two-way communication with the Field Care Supervisor team so that changes in client needs, identified risks, incidents and quality concerns are shared promptly and acted upon appropriately. Work closely with the Field Care Supervisor team to ensure client reviews, care plans and risk assessments are completed to the required standard and within agreed timescales. Provide coaching and support to develop the knowledge, confidence and competence of the Field Care Supervisor team in relation to client quality and professional practice. Work collaboratively with the Duty Care Manager, Care Coordinators and wider office team to ensure seamless service delivery and effective communication across the service. Provide office staff annual leave and absence cover where required to ensure continuity of service. Participate in the on-call rota where required, including evenings and weekends. Undertake any other duties reasonably required to support the effective running of the service and achievement of business objectives. Induction & Training Participate in the induction and training of new Care Professionals, ensuring they understand client care plans, risk assessments, documentation requirements and person-centred care delivery. PERSON SPECIFICATION Essential Previous experience within a senior role in domiciliary care (Field Care Supervisor, Senior Field Care Supervisor, Client Lead or similar). Level 3 Diploma in Adult Care (or equivalent). Good working knowledge of CQC regulations, safeguarding responsibilities and care sector legislation. Excellent understanding of care planning, risk assessment and person-centred care. Experience completing care consultations and client reviews. Excellent communication and relationship-building skills. Strong organisational skills with excellent attention to detail. Good IT skills and confidence using electronic care management systems. Full UK driving licence and access to your own vehicle. Enhanced DBS disclosure. Desirable Level 5 Diploma in Leadership for Adult Care (or willingness to work towards). Experience supporting or coaching Field Care Supervisors. Experience of Live-in Care. Experience leading quality improvement initiatives. PERSONAL ATTRIBUTES Passionate about delivering exceptional person-centred care. Professional, approachable and compassionate. Calm under pressure and able to prioritise effectively. Positive, proactive and solutions-focused. Excellent attention to detail. Committed to continuous improvement. Able to build strong working relationships whilst maintaining high professional standards. A role model for professionalism, quality and client-focused care. BENEFITS Salary of £30,225 per annum (£15.50 per hour). Pension scheme. Company Sick Pay Scheme. Opportunity to participate in future discretionary performance-related bonus schemes (subject to business performance and role requirements). Annual Awards & Recognition Programme. Blue Light Card membership. Vehicle maintenance support scheme. Paid training and ongoing professional development. Clear progression opportunities within the business. Supportive, well-managed and award-winning team environment.