Job Description – Client Relations Officer
Department: Care & Operations
Reports to: Registered Manager
Location: Community-based with office working
Hours: Full-time (flexibility required)
Role Purpose
The Client Relations Officer is responsible for managing the client journey from initial enquiry through assessment, onboarding, review, and ongoing relationship management.
The role ensures that clients receive safe, person-centred, compliant care, while maintaining strong relationships with families, professionals, and internal teams.
The postholder plays a key role in care assessments, care planning, governance, client satisfaction, and representing the organisation externally in line with CQC expectations.
Key Responsibilities
1.
Client Engagement & Assessments
• Act as a primary point of contact for new and existing clients and their families.
• Conduct initial and review care assessments in line with CQC regulations and company policy.
• Shadow and later independently lead client assessments as competency develops.
• Ensure assessments are person-centred, outcome-focused, and risk-aware.
2.
Care Planning & Documentation
• Develop, review, and finalise care plans within required timeframes (including 4-week reviews).
• Complete and update risk assessments, medication information, and desired outcomes.
• Ensure all legal documentation is accurately completed (contracts, consent forms, direct debit forms).
• Maintain care packs to a minimum of 95% compliance at all times.
3.
Regulatory Compliance & Governance
• Work in line with CQC Key Lines of Enquiry (KLOEs) and relevant regulations, including:.
• Regulation 9 – Person-centred care.
• Regulation 17 – Good governance.
• Participate in internal audits and governance activities.
• Identify, log, and escalate safeguarding concerns and risks appropriately.
• Attend fact-finding visits and support investigations where required.
4.
Digital Systems & Data Accuracy
• Use CRM and digital care planning systems accurately and consistently.
• Ensure all client interactions, assessments, and follow-ups are logged correctly.
• Maintain 100% accuracy in data entry and record-keeping.
5.
Communication & Relationship Management
• Communicate professionally with clients, families, carers, and internal teams.
• Liaise with external professionals including GPs, social workers, and MDTs.
• Handle objections, concerns, and queries confidently and empathetically.
• Represent clients at multidisciplinary meetings and reviews.
6.
Client Experience & Satisfaction
• Conduct client satisfaction surveys and support action planning from feedback.
• Maintain a client satisfaction score of at least 85%.
• Encourage and support families to leave reviews on homecare.co.uk and other platforms
• Contribute to the organisation’s positive reputation and growth.
7.
Emergency & Risk Response
• Follow lone worker and emergency protocols at all times.
• Respond appropriately to incidents, changes in need, and urgent situations.
• Complete scenario-based training and apply learning in practice.
8.
Leadership & Development
• Mentor and support new starters as required.
• Provide cover or support for senior roles when appropriate.
• Participate in 360° feedback and reflective practice.
• Maintain an up-to-date CPD log.
• Enrol in and complete relevant qualifications, including Level 3 Health & Social Care (or willingness to work towards).
Person Specification
Essential
• Experience in health and social care (homecare desirable).
• Strong understanding of person-centred care.
• Excellent communication and relationship-building skills.
• High level of attention to detail and organisational skills.
• Confident using digital systems and CRM platforms.
• Knowledge of safeguarding and risk management.
• Ability to work independently and manage workload effectively.
• Full UK driving licence and access to a vehicle.
Desirable
• Knowledge of CQC regulations and inspection frameworks.
• Experience conducting care assessments and care planning.
• Level 3 Health & Social Care (or equivalent).
• Experience liaising with health and social care professionals.
• Audit or governance experience.
Performance & Development Framework
The Client Relations Officer role follows a structured development pathway:
• Stage 1 – Induction & Foundations (Weeks 1–4).
• Stage 2 – Competency & Autonomy (Up to Week 12).
• Stage 3 – Review & Governance (Up to Month 6).
• Stage 4 – Strategic Impact & Leadership (Ongoing).
Progression is evidenced through competency sign-off, audits, feedback, and measurable outcomes.
Values & Behaviour
The postholder is expected to:
• Uphold the organisation’s mission, vision, and values.
• Act with integrity, professionalism, and compassion.
• Promote dignity, choice, and independence for all clients.
• Contribute positively to team culture and continuous improvement.
Job Types: Full-time, Permanent
Pay: £14.17 per hour
Work Location: In person