Client Service Manager

About Draycott Nursing & Care

We are a recognised market leader in nursing, domiciliary, social and personal care. We pride ourselves on our professional and discreet service with our staff applying our 4 Cs; Compassion, Collaboration, Competence and Commitment.

You will have a chance to work alongside the gold standard in Registered Nurses and Carers. Our daily and live-in care enables our clients to remain in their own home whilst being cared for by professional and highly trained Carers and Registered Nurses.

For over 30 years Draycott Nursing and Care has been recognised by doctors, consultants and clients for exceptionally high professional standards and 24/7 support. Now driving an exciting partnership to provide on-site healthcare within a unique new complex of 5-star luxury London apartments.

About You and the Role

We are looking for a compassionate, organised and proactive leader who combines strong care expertise with excellent communication and customer service skills. You will be confident working independently and collaboratively, able to respond calmly to operational challenges, and committed to maintaining accurate records and consistently high standards.

You will work closely with clients, families, care staff and healthcare professionals to maintain excellent care standards, support new care packages and develop our care teams. This varied role combines client service, staff leadership, quality assurance and operational support, including participation in the out-of-hours on-call rota.

Key Responsibilities

• Complete comprehensive client assessments, risk assessments and personalised care plans.
• Review care delivery regularly and respond to clients’ changing needs and outcomes.
• Coach, supervise and assess the competency of care assistants.
• Support staff induction and mobilisation into new care packages.
• Undertake quality assurance visits, audits, care plan reviews and equipment and care kit checks.
• Manage complaints, incidents and service quality concerns, implementing timely corrective actions.
• Monitor and respond to Early Warning System and electronic medication administration record alerts.
• Promote safeguarding, confidentiality, dignity, independence and regulatory compliance.
• Collaborate with Care Coordinators and other stakeholders to deliver seamless, responsive services.

Essential Skills and Experience:

• NVQ Level 3 in Care.
• Experience delivering care services and supporting people with daily living needs.
• Experience supervising social care services, including live-in care assignments.
• Strong knowledge of person-centred care planning, risk assessment, safeguarding, health and safety, and regulatory compliance.
• Proven ability to lead, guide and develop care staff.
• Strong written, administrative and digital skills, including experience of care management systems.
• Excellent communication, listening and relationship-building skills.
• Enhanced DBS clearance.

Desirable Experience:

• NVQ Level 4 in Care, or working towards it
• Train the Trainer qualification
• Full UK driving licence

Benefits

• 33 days Annual Leave
• Life Insurance Cover
• Annual Discretionary Bonuses
• Medicash
• BHN Extras
• Employee Assistance Platform, also offering a range of added benefits
• Various Salary Sacrifice Schemes (C2W, Gym, Tech and Electric Car)
• Enhanced Maternity, Adoption and Paternity Pay
• Long Service Awards
  
• Recommend a Friend Bonus
  
• 2 paid volunteer leave days per year