Client Services Lead

CLIENT SERVICES LEAD

Reports to:

Registered Manager

Hours:

37.5 hours per week
Salary:£30,225 per annum (£15.50 per hour)

Location:

Office and Community Based
On Call:

Participation in the on-call rota where required (including evenings and weekends)

Radfield Home Care is an award-winning, family-owned home care provider dedicated to helping people live independently in their own homes. We pride ourselves on delivering high-quality, person-centred care that enables people to remain connected to the things that matter most.

We believe exceptional care starts with exceptional people. Our reputation has been built on professionalism, compassion, strong leadership and a commitment to continuously improving the experience of our clients, families and care professionals.

To lead the delivery of high-quality, person-centred client services by overseeing care consultations, care planning, risk management, client reviews and ongoing quality assurance.

The Client Services Lead provides professional oversight of client care, ensuring services remain safe, responsive and tailored to each client's individual needs whilst providing professional leadership and guidance to the Field Care Supervisor team.

Working closely with the Registered Manager, Duty Care Manager and wider office team, the Client Services Lead plays a key role in maintaining quality standards, managing client risk, supporting professional practice and ensuring effective communication regarding client needs, risks and ongoing care.

Care Planning & Documentation

• Create and maintain comprehensive person-centred care plans that accurately reflect each client's individual needs, preferences and desired outcomes.
• Complete and review client risk assessments in line with regulatory requirements, safeguarding responsibilities and organisational policies.
• Complete Mental Capacity Assessments and Best Interest Decisions where required, ensuring appropriate documentation and review.
• Create, review and oversee Medication Administration Records (MAR) and medication documentation to ensure accuracy and safe delivery of care.
• Review care documentation, body maps, incident reports and associated records to ensure concerns are identified, documented appropriately and escalated where required.
• Ensure all client documentation remains accurate, up to date, audit-ready and compliant with regulatory and organisational requirements.

• Conduct care consultations with prospective clients and their families, ensuring a professional, person-centred assessment process.
• Complete and oversee scheduled client reviews, ensuring services remain responsive to changing needs and client outcomes.
• Lead the development and review of care plans following consultations, reviews, incidents or significant changes in client needs.
• Oversee all aspects of Live-in Care packages, ensuring they remain safe, effective and appropriate to client needs.

• Provide professional oversight of client care, ensuring changes in clients' needs, risks or outcomes are identified promptly and appropriate action is taken to maintain safe, high-quality care.
• Oversee the Client Risk Register, ensuring high-risk clients are identified, monitored and reviewed appropriately.
• Ensure agreed actions relating to identified client risks are progressed within agreed timescales and escalated where appropriate.
• Monitor client incidents, safeguarding concerns and quality issues, ensuring appropriate follow-up, learning and continuous improvement.
• Ensure significant client risks, safeguarding concerns and changes in client needs are communicated effectively to the Field Care Supervisor team and relevant members of the management team, ensuring appropriate action is taken.
• Support the Registered Manager and Duty Care Manager in maintaining compliance with regulatory requirements and quality assurance processes.
• Ensure client records remain inspection-ready and support continuous improvement across the service.

• Promote consistently high standards of person-centred care throughout the client journey.
• Encourage and…