Client Care Consultant

We are currently recruiting for someone to join our team as a Client Care Consultant to take ownership of the client journey from initial enquiry through to ongoing care delivery, ensuring the highest standards of quality, safety, and person-centred care across the South Manchester region.

This is a varied and rewarding role where you will support clients and families at key moments, ensuring they receive the right care, at the right time, delivered to a consistently high standard.

This role is a dual-focused position, with approximately 70% of time dedicated to quality assurance, care planning, and service reviews, and 30% focused on responding to new enquiries, conducting care consultations, and converting enquiries into well-planned care packages.

This role will be based at our Chorlton office (South Manchester) and within the community, working Monday-Friday, 8:30am - 4:30pm, with additional out-of-hours working as part of an on-call rota.

Benefits:

• 45p per mile for travel
• On-call is paid in addition
• Monthly bonus scheme
• Birthday off work paid
• Qualification & career progression opportunities
• We pay for your enhanced DBS check
• Employee Assistance Programme
• Holiday purchase scheme

Responsibilities:

• Act as the first point of contact for new client enquiries, responding promptly and professionally, and conducting care consultations in clients' homes to convert enquiries into care packages.
• Create, update and maintain person-centred care plans and risk assessments, ensuring they remain accurate, compliant and responsive to changing needs.
• Carry out quality assurance visits and service reviews, including post-hospital discharge reviews, ensuring high standards of care are consistently maintained.
• Manage the full client journey from enquiry through to ongoing care delivery, maintaining an organised pipeline and accurate records.
• Work closely with Care Professionals to ensure safe, effective care delivery, including introductions, competency checks, support visits and ongoing coaching.
• Support Care Professionals with care-related concerns, medication issues and training needs, escalating where appropriate.
• Build and maintain strong relationships with clients, families, Care Professionals and community partners.
• Ensure all activity is completed in line with safeguarding, CQC requirements and Home Instead policies, and participate in on-call duties as required.

Who We're Looking For

• Experience in care, health and social care, or a client-facing care coordination role.
• Confident in conducting care assessments and writing clear, person-centred care plans and risk assessments.
• Strong understanding of CQC standards and safeguarding requirements.
• Warm, confident communicator with the ability to build trust quickly with clients and families.
• Commercially aware, with the ability to balance service quality with enquiry conversion.
• Highly organised, able to manage a varied workload and prioritise effectively.
• Strong IT skills (Microsoft Office/Google Suite, CRM or care management systems) and willingness to learn new systems.
• Resilient, proactive and comfortable working in a fast-paced, people-focused environment.
• Strong team player who also works well independently.
• Full driving licence and access to own vehicle, as travel across the community is required.