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!