Client Relationship Executive; CRE

About The Role

Join one of the UK’s most established names in live-in care

Horley, Surrey
£27,000 per annum
37.5 hours per week | Full Time | Permanent

Are you brilliant at building relationships, solving problems and delivering an exceptional customer experience?

Do you enjoy working in a fast-paced environment where your ability to understand people, make the right match and keep everything moving can make a genuine difference?

Country Cousins, part of the Trinity Homecare Group, is looking for a Care Relationship Executive (CRE) to join our Operations Team.

This is much more than an administrative or coordination role. You’ll become a trusted point of contact for clients, their families and our carers, helping to create successful care relationships and ensuring our clients receive a responsive, personal and dependable service.

Country Cousins has been helping people remain independent in the comfort of their own homes since 1959. As the UK’s longest-serving introductory live-in care agency, we specialise in introducing families to carefully selected, self-employed live-in carers who are matched not only to their care requirements, but also to their individual preferences, lifestyle and personality. From practical requirements and experience to interests, location and compatibility, we believe the details matter when finding the right person to live alongside and support a client.

Country Cousins is part of Trinity Homecare Group, bringing together established homecare brands with a shared ambition to provide high-quality care, choice and support to people in their own homes.

As a Care Relationship Executive, you’ll manage a portfolio of active and prospective clients throughout their Country Cousins journey from registration and finding the right carer through to ongoing service delivery and relationship management.

At the heart of your role will be one important objective:

Creating successful, lasting relationships between our clients and carers.

You’ll take the time to understand what matters to each client and identify the most appropriate carer based on their care needs, personality, preferences, location and availability.

Once care begins, your relationship continues. You’ll be a consistent point of contact, building trust, supporting continuity and responding proactively when circumstances change.

It’s a busy and varied role combining customer service, relationship management, care coordination, problem-solving and commercial awareness.

You’ll take ownership of your client portfolio and be responsible for:

• Building strong, trusted relationships with clients and their families, providing an exceptional experience throughout their care journey.
• Understanding each client as an individual and delivering thoughtful, effective client-carer matching.
• Managing registered clients awaiting care and working proactively to get the right support in place within agreed timescales.
• Completing client registrations accurately and ensuring all required information and fees are captured.
• Supporting new clients through the transition into care and making sure their introduction to Country Cousins is positive and reassuring.
• Maintaining regular engagement with existing clients to maximise satisfaction, retention and continuity.
• Re‑engaging inactive and previously registered clients where Country Cousins may be able to support them.
• Managing carer assignment changes quickly and proactively to minimise disruption.
• Maintaining accurate client and carer records, compliance information and system updates.
• Working closely with our Sales, Recruitment, Carer and Finance teams to deliver a seamless client experience.
• Monitoring…