Client Lead
About this job
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!