Client Services and Operations Manager

Description:

When families depend on care, the quality of communication and organisation behind the scenes can make all the difference. As the Client Services and Operations Manager, you’ll bring people, systems and service delivery together, making sure families feel supported, care teams have the information they need and commitments are followed through. 

This is an office-based opportunity where you’ll have genuine influence over how the day-to-day service runs. From resolving rota challenges and improving systems to supporting colleagues and handling sensitive conversations, you’ll turn competing priorities into clear actions while helping maintain dependable, high-quality care. 

What’s in it for you

Salary of £40,000 per annum, with a proposed performance bonus of up to 10% of salary
28 days’ annual leave including bank holidays
Laptop and mobile phone provided
A visible role where your work directly influences the experience of families and care teams
Scope to improve processes, systems and ways of working across the business
Immediate start available, subject to notice period and required pre-employment checks
Your responsibilities as Client Services and Operations Manager

Build trusted relationships with families, providing proactive updates, managing expectations and ensuring concerns are followed through
Oversee rotas, care matching, cover and handovers, identifying potential gaps early and keeping everyone informed of changes
Lead office colleagues, setting priorities, monitoring workloads and supporting consistently high standards of delivery
Manage the journey from initial enquiry through to service commencement, ensuring information, actions and handovers are accurate and complete
Take ownership of service concerns, complaints and escalations while following safeguarding, confidentiality and care procedures
Maintain effective CRM processes, dashboards and performance measures while identifying improvements that strengthen reliability, efficiency and appropriate commercial growth
What we’re looking for in a Client Services and Operations Manager

Experience managing customer-facing services or a busy service-based team, including responsibility for delivering measurable outcomes
Strong telephone, written and face-to-face communication skills, including experience handling sensitive or difficult conversations
People management experience covering performance expectations, constructive feedback, workload management and accountability
Experience using CRM, scheduling and office systems, with evidence of improving processes, administration or workflows
Care or healthcare sector experience is strongly preferred, particularly within live-in care, domiciliary care, care coordination or relationship management
Working hours: Monday to Friday, 9:30am–5:00pm, 37.5 hours per week. Some additional availability will be required for emergencies outside normal working hours, shared on a rota with other colleagues. 

If you’re ready to take ownership of a busy care service, improve how it operates and help deliver an experience families can depend on, apply now for the Client Services and Operations Manager position.

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