Client Care Manager

 

Description:

The Client Care Manager is essentially the person accountable for regional sales performance and results. The potential candidate will work with the regional team, comprised of a Booking Coordinator and a Nurse Assessor, to ensure that service levels are consistent and maintained to the highest standard and that the client has a single point of contact within the team in a true partnership arrangement.

 

Duties of the role will include but not limited to:

 

Business Development

 

• Generating new business from lead generation, area knowledge, client visits, social media, networking events and word of mouth.

• Conducting daily business development calls in line with agreed KPI’s set out with your manager

• Constantly striving to meet weekly KPI’s and quarterly targets set out by your manager

• Keeping abreast of market developments by attending all relevant functions and events relating to the homecare industry.

 

Team Management & Leadership

 

• Leading and coaching the team

• Conducting monthly 121’s with the Booking Coordinator and Nurse Assessor

• Clearly communicating recruitment deficits within your region to the Centralised Recruitment Team Lead

• Managing the Booking Coordinator to ensure they are keeping abreast of client requirements and ensuring fill rate targets are fulfilled and any staff deficits are actioned.

• Ensuring that all systems are being used to full capacity and that all contact with clients are logged adequately in line with Servisource reporting structure

 

Account Management

 

• Proactively calling care recipients to monitor client satisfaction

• Managing complaints and incidents (external staff), and liaising with HR when necessary, ensuring all documentation is fully completed.

• In the absence of another regional Client Care Manager you will be required to temporarily assist in managing that region.

 

Role Requirements

 

• Minimum of 2 years’ experience in a previous customer-facing sales role

• Experienced people manager with experience in managing a team

• Previous homecare or healthcare industry related experience is desirable

• Proven record of achieving and exceeding targets/KPI’s set

• The ability to manage time is a large part of this role; It is essential that applicants are proficient in managing their time successfully

• Travelling throughout the relevant CHO area is part of this role; applicants must have access to a car and hold a full clean driver’s licence.

• Strong written and oral communication, and proficiency in the English Language