Client Relationship Manager

Job Introduction

You will be responsible for the continued growth and development of Abicare live-in services through the provision of carers and care services to our clients. This will be achieved through the timely response to live-in enquiries, the coordination of assessments and the provision of the most appropriate carers for the client through the CLC team. 

You will report to and be supported by the Live-in Registered Manager, who will guide you to stay at the forefront of best practices within the care sector.

Main Responsibility

Key Tasks

• The management and support of the Carer Liaison coordinators to ensure a pool of compliant and trained live-in carers

• Meet with the Business Development Team, Project Manager and Senior Team regarding the  progress of upcoming projects and private care package requirements

• Meeting weekly with HOLI and reporting at the Live-In Care Operations meeting regarding-projected  carer numbers, costs, successes plus issues and concerns 

• Responding to all incoming private live-in enquiries received electronically or by telephone

• Ensure all enquiries are logged onto hubspot, and follow up until conclusion with the objective always to be to book an assessment

• Liaise with the CDM team to arrange the assessments within the best timescale

• Through effective discussions with the client, ensure that Abicare is able to offer the best carer match for the clients needs and personality

• Ensure that the CLC team engages with carers on a regular basis to maintain a healthy pipeline

• Work with the CDM and Live in teams to enable prompt and appropriate fulfilment of packages

• Work with the recruiters to coordinate the Greek and Spanish carers, ensuring hotels,  training and placement. Ensuring support is given throughout the client placements 

Clients

• Identify all client needs and preferences during the enquiry process

• Ensure carer profiles are sent to clients for selection where practical

• Maintain contact with private clients in the first few weeks and be participate in initial video meetings with the client/carer and CDM

• Obtain client feedback through a process of quality assurance contacts within 48 hours of carer starting, then at 3 and 6 months

• Proactively identify opportunities for growth 

• Develop and nurture relationships with agencies to ensure they understand and adhere to Abicare SLA’s and requirements

Team Management

• Set and review  KPI’s for CLC team members

• Ensure that training records are up to date and completed for carers and CLC’s

• Liaise with the Training Team to ensure ad hoc and ongoing training requirements are met

• Undertake staff appraisals and performance reviews in line with company policy

• Ensure that the employee matrix/SSOTT is up to date at all times

Compliance 

• Ensure all carer training files are maintained and up to date by working with the Training Manager and external agencies

• Ensure all carers in placements are compliant and have the relevant in date paperwork

• Report all concerns and complaints and escalate to the appropriate Manager where necessary

• Ensure GDPR compliance in any paperwork and that all care paperwork is completed in line with Company policy

Communication

• Hold weekly meetings with CLC focussing on CHECK

• Maintain regular (minimum monthly) communication with CDMs

• Ensure CLCs  have regular contact with carers when not in post

• Share relevant reports and information with FCSs and check understanding

• Ensure CLCs are present for new starter inductions

On-call

• There is an expectation that you are available as part of an on-call rota. This is generally 1 in 3 weekends but is subject to change and the demands of the business

General

• You are expected to adhere to the Abicare company standards which are on the intranet and in all offices

• As this role is a Management position, flexibility is required and hours and duties may vary in line with business needs

• This is an office based role and you will be required to work as part of a team and have the ability to manage your individual workload. Flexible working is available but will need to suit business needs

• You may be required to travel on occasion

• Promote the image of Abicare Services Ltd
  Whenever you are on duty you will be expected to promote and maintain Abicare’s image and values: C.H.E.C.K - Committed, Honest, Empowering, Collaborative and Kind

The Ideal Candidate

You will have: 

• Knowledge of Carer onboarding processes and documentation required 

• Preferable, but not essential of experience working in the Social Care industry

• Confidence to engage and maintain relationships, gaining trust and ensuring we are providing the correct package

• Assertive, but personable- a definite people person, organised and able to manage high volumes of membership traffic across their desk

• Excellent administrative, organisational and IT skills (knowledge of databases/CRM/ATS) 

• The ability to work alone and as part of a larger team, working pattern will be flexible with some elements of out of hours required to meet the needs of the business  

• Possess excellent analytical and communication skills. To be calm and empathetic and have the ability to problem solve and think on your feet  

Package Description

We offer:

• Salary £30,000 per annum plus bonus
• 33 days per year holiday (inclusive of BH)
• Ongoing training and career development
• 24/7 on-call emergency support network
• Pension, holiday pay, sick pay, mileage
• Phone, laptop
• Blue Light Discount Card to use online and on the high street

About the Company

Abicare Services is part of the Health & Social care sector where we provide daily and live-in care to our clients. We are part of a fast-growing industry that also relies heavily on technology to manage the delivery of an exceptional service to its clients. Abicare is committed to integrating innovative care technology, which can assist and complement the daily or live-in care that is delivered to our clients by our carers. We are always looking at new ways to deliver care in the community. Abicare is registered with CQC (Care Quality Commission) and CIW (Care Inspectorate Wales) and works closely with local health authorities and NHS commissioners.