Client Experience Manager - Home Instead IW

Job Posted: 4 March 2026

• Contract Term: Permanent
• Location: Cowes, Isle of Wight
• Contract Type: Full time
• Salary: £29,000 to £32,500
• Industries: Domestic Services Health & Social Care Management & Executive

The Role

We are looking for a dedicated and compassionate individual to support the delivery of high-quality, person-centred care within our community. This role involves working closely with clients, their families, and our Care Professionals and to ensure care is well coordinated, compliant, and tailored to individual needs. The successful candidate will support the management team, oversee client care, mentor Care Professionals, and help maintain the high standards of care that Home Instead is known for. 

Responsibilities

• Management of clients and responsibility for their ongoing care and support with a focus on person centred care
• Actively participate and contribute in objective setting and review succession planning.
• Undertake consultations to new clients, complete assessments and complete all new client’s paperwork as required.
• Carry out Care Professional appraisals, one-to-one supervisions, return to work meetings, support visits and competency assessments.
• Create, update and audit client care plans and assist with digital care planning.
• Identifying training needs/follow ups in respect of auditing activity.
• Assist Care Professionals in completing their relevant care qualifications.
• Maintain accurate client and Care Professional records on Home Instead software and People Planner.
• Conduct client and Care Professional introductions.
• Build and maintain positive relationships with potential and existing clients, their families and other professionals involved in their care.
• Carry out client service reviews and action accordingly.
• Support, mentor and supervise Care Professionals.
• Maintain regular contact with clients and Care Professionals.
• Deputise when registered manager is out of office.
• Any other duties as directed by your registered manager.
• Participate in on-call duties as required approx 1 week in 5.
• Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.
• Carry out any other duties deemed necessary for the successful operation of the business.
• Support care coordinator and participate in carers and clients’ schedules.
• Support care in the community.

Essential Criteria

• Level 3 NVQ in Health and Social Care or equivalent.
• Experience in the care sector delivering a wide range of personal care services.
• Experience of working with MAR sheets and medication in a supervisory role.
• Passion for delivering the highest quality care to our clients and helping them to live independently and happily in their own homes.
• Ability to nurture Care Professionals to enable them to reach their full potential.
• Knowledge and understanding of legislation and regulations specific to Health and Social Care.
• Good communication skills with the ability to build rapport quickly.
• Must be confident to use care management technology including providing support and training to Care Professionals.
• Must understand the importance of confidentiality working within current legislation.
• Good working knowledge of IT systems with experience of Microsoft Office or Google Suite and virtual communication platforms with the aptitude to learn and adopt new technologies and software where appropriate.
• Must have full driving license and means of transport if required within the territory to visit clients.
• Be organised and flexible to meet the needs of the business.

What we provide:

A friendly and relaxed company with an incredibly supportive office and monthly team activities, including 'Lunch on us' Fridays.

Competitive salary of £29,000 to £32,500 depending on experience with additional pay when 'On call'

Wellness program with access to healthcare and counselling, plus blue light card discount.

Exclusive discounts at high street stores, supermarkets, utility providers and much more.

Friday lunch provided

Contact us today:

Enjoy all of this as part of your new rewarding career with the Home Instead Isle of Wight family.

The Home Instead family:

Interested in learning more about what Home Instead has to offer? Search for Home Instead iow on Facebook to see the latest news and reviews of our office!

If you have a passion for caring and the motivation to help us achieve our ambitions, we would love to hear from you. Please click on 'I'm Interested' or alternatively, contact us on 01983 240015 or email [email protected]

Interviews will be held 19th and 20th March with a decision made on 20th March.