Client Experience Manager

What You'll Do

• Manage the client journey from enquiry to ongoing reviews
• Support business growth through excellent client experience
• Conduct consultations, assessments and risk assessments
• Develop and oversee personalised care plans
• Build strong relationships with clients, families and professionals
• Complete quality assurance visits and client reviews
• Investigate complaints and drive service improvements
• Ensure compliance with CQC and company standards
• Lead, coach and support team members
• Participate in the on-call rota
• Maintain accurate records and systems

About You

You'll ideally have

• Relevant experience in the care sector
• Strong relationship-building and communication skills
• Leadership and team development experience
• Excellent organisation and problem-solving abilities
• A passion for delivering outstanding customer service
• Good knowledge of quality and compliance requirements
• Confidence using IT systems and Microsoft Office
• A full UK driving licence and access to a vehicle

Committed to continuous professional development and willing to undertake relevant training and qualifications to support success in the role.

What We Offer

• £28,000–£30,000 salary plus bonus
• 25 days holiday plus bank holidays
• Structured induction and ongoing development
• Support towards professional qualifications
• Employee Assistance Programme
• Benefits and pension scheme
• Long service recognition
• A supportive, values-led culture

• Why Home Instead?
• This role offers the opportunity to make a genuine difference to the lives of older adults and their families while helping shape the future of care in Norwich.
• If you're passionate about people, care and positive outcomes, we'd love to hear from you.