Client Experience Manager

Help families find the right care. Deliver exceptional client experiences.📍 Norwich 💷 £28,000–£30,000 + bonus scheme 🕒 Full TimeAbout the RoleWhen families first contact Home Instead Norwich, they're making an important decision about care for a loved one.As our Client Experience Manager, you'll guide clients from their first enquiry through ongoing support, ensuring every family receives an outstanding experience. You'll combine relationship-building, care planning, quality assurance and team leadership to deliver safe, relationship-led care and increase the number of clients we care for. What You'll DoManage the client journey from enquiry to ongoing reviewsSupport business growth through excellent client experienceConduct consultations, assessments and risk assessmentsDevelop and oversee personalised care plansBuild strong relationships with clients, families and professionalsComplete quality assurance visits and client reviewsInvestigate complaints and drive service improvementsEnsure compliance with CQC and company standardsLead, coach and support team membersParticipate in the on-call rotaMaintain accurate records and systems About YouYou'll ideally have:Relevant experience in the care sectorStrong relationship-building and communication skillsLeadership and team development experienceExcellent organisation and problem-solving abilitiesA passion for delivering outstanding customer serviceGood knowledge of quality and compliance requirementsConfidence using IT systems and Microsoft OfficeA full UK driving licence and access to a vehicleCommitted 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 bonus25 days holiday plus bank holidaysStructured induction and ongoing developmentSupport towards professional qualificationsEmployee Assistance ProgrammeBenefits and pension schemeLong service recognitionA supportive, values-led cultureWhy 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.