Job Description

JOB DESCRIPTION

Customer Experience Lead

Location

Invercare Services Ltd

Hours of work

36 Hours

Reports To

Branch Manager

Summary of Post

Job Purpose

The Customer Experience Lead is responsible for the efficient operational management of the home care service within a designated geographical area. This includes oversight of care management, staff supervision, stakeholder engagement, and regulatory compliance. The role supports quality care delivery while managing staff rotas, recruitment, service coordination, and contributing to strategic goals.

Key Responsibilities

Operational Management

Manage day-to-day operations of the home care service, ensuring smooth service delivery and adherence to professional and ethical standards. Maintain quality control systems and participate in audits, evaluations, and improvement initiatives. Implement and manage the complaints procedure, including being the lead for any Duty of Candour concerns. Prepare regular management reports. Assist in budget planning and financial oversight of the service. Provide staff supervisions, mentoring and development.

Care Coordination & Customer Experience

Care-manage support plans, assessments, and reviews. Ensure that the highest standard of care is delivered through individualised care and support plans. Undertake risk assessments and ensure compliance with health and safety protocols. Liaise effectively with external agencies and multidisciplinary teams. Support the implementation of feedback mechanisms to safeguard individual choice, voice, and satisfaction.

Staff Leadership & Supervision

Lead, supervise, and support Home Care Workers Undertake recruitment responsibilities Conduct regular support and supervision meetings. Identify and coordinate staff training and development needs. Foster a culture of professionalism, empathy, continuous improvement, and accountability. Monitor staff performance and participate in disciplinary/grievance processes as necessary. Promote staff attendance and manage absence within company policies.

Scheduling & Deployment (cover and on call purposes)

Create and manage rotas and staff schedules to ensure adequate service coverage. Allocate and deploy staff across designated regions efficiently. Use IT systems to manage administrative and scheduling responsibilities.

Health, Safety, and Compliance

Oversee and maintain a safe working environment for service users and staff. Ensure adherence to health and safety regulations, including workplace and vehicle checks. Maintain up-to-date knowledge of legal and regulatory requirements relevant to the care sector.

Quality Assurance & Policy Development

Participate in ongoing service evaluations and implement action plans. Support the review and implementation of policies and procedures in line with best practice and legal standards. Always Promote and uphold Care Inspectorate standards.

Stakeholder Engagement

Establish strong communication and relationships with service users, families, staff, and external partners. Represent the organisation positively in the community and during inspections or meetings. Provide emotional and practical support to families and significant others.

Special Conditions of Post

Participation in the on-call rota (including evenings and weekends). Flexibility in working hours. Requirement to hold a valid driving licence and access to own transport.

General

Dress appropriately Seek out best practice to look at innovative ways to improve the quality and efficiency of service delivery Attend in house and external training

Job Specification

Essential Criteria

Management experience in health or social care service provision. SVQ Level 3 (or working towards) or equivalent qualification to meet regulatory standards. Experience in supervision, care planning, and staff coordination. Proficient IT and administrative skills. Full driving licence and PVG membership. Willingness to work flexibly, including evenings and weekends. Demonstrable understanding of safeguarding, care principles, and ethical practice.

Key Competencies

Leadership and team management. High-level communication and negotiation skills. Ability to work under pressure and adapt to change. Excellent planning, assessment, and care coordination abilities. Strong working knowledge of care regulations and Care Inspectorate standards. Financial and resource management skills. Empathy, patience, and professionalism in all interactions. Commitment to continuous professional development.

Criteria

Essential

Desirable

Qualifications

Hold an appropriate qualification for the post as defined by the SSSC. SVQ 3 or relevant health and social work qualification or working towards this.

Ability to demonstrate continued professional development

Regulated

Registered with the SSSC or other regulatory body relevant to the care sector

A comprehensive knowledge of how assessment, care planning and reviews are carried out Methods of monitoring the quality of services A comprehensive knowledge of Care Inspectorate requirements for managing care at home services A clear understanding of the SSSC codes of conduct A good knowledge of both adult and child protection legislation A clear understanding of health and safety requirements A good knowledge of Mental Health and Adults with Incapacity Legislation Understanding of current and future trends in social care and likely impact of these on service delivery A clear understanding of Self Directed support Legislation implementation.
Experience required

Experience of working with vulnerable individuals and those that required care and support Experience of multi-agency working At least 2 years' experience of the client group for which the service is registered Experience of staff supervision and development Leading and developing staff team Demonstrate a clear ability to communicate effectively across different groups
High quality service delivery and evaluation

Positive approach influencing and negotiation skills

Decision making and problem solving skills

Encourage participation where appropriate in service delivery from the people we work for and their families/significant others

An ability to work flexibly and manage your time in a manner that best fits the needs of the service.

Good Knowledge of IT systems that includes working with Microsoft

Job Types: Full-time, Permanent

Pay: 26,750.00 per year

Work Location: In person