Client Acquisition & Onboarding Consultant

Home Instead Senior Care

  • Newport
  • Permanent
  • Full-time
  • 1 day ago
About Home Instead Newport
Home Instead Newport is part of the UK's leading home care provider. We are a family business that deliver exceptional, person-centred care that helps individuals live independently at home for longer. We're proud to serve our local community with compassion, professionalism, and innovation. Our clients live anywhere between Newport and Monmouth.As we grow, we are seeking a commercially aware, client-focused Care Consultant to play a central role in converting enquiries into clients and managing the onboarding process to ensure a smooth transition into careBenefits Package
  • Free membership to the Employee Assistance Programme, which gives you 24/7 access to one-to-one counselling, legal advice and support, self-help and well-being information
  • Early Pay - draw down pay option at any time
  • Professional development plan and ongoing training to enable you to develop your professional knowledge and career development within Home instead
  • Employee discounts across a range of retail, leisure, and lifestyle brands
  • Free on-site parking and excellent transport links
  • Ongoing training and development to support your professional goals
  • Supportive team culture with regular team-building events and recognition schemes
  • Competitive salary with performance-based bonuses.
Job DescriptionThis role is all about turning interest into action. As a Care Consultant, you will take the lead on handling client enquiries, converting leads, and coordinating a seamless onboarding journey for new clients. You will act as the first point of contact and a trusted advisor for families seeking care.Key Responsibilities· Identify and pursue opportunities for new client referrals.· Respond promptly and professionally to new client enquiries (phone, email, online), in an empathetic manner.· Present Home Instead's services in a way that builds trust and confidence.· Liaise with care coordinators/schedulers to ensure smooth transition from enquiry to service delivery.· Brief care staff on new clients' care plans, preferences, and special requirements.· Match Care Professionals to new clients in conjunction with client care team and arrange introductions.· Set up the new client on the system and the initial schedule to ensure the client's needs are met.· Ensure continuity of care and smooth handover to the operations team.· Monitor client satisfaction during the first weeks of care, addressing issues promptly.· Be part of our Evening and Weekend On-call working rota· Provide feedback to management on common themes, trends, or improvements needed.Ongoing Relationship Management· Act as the first point of contact during the client's initial weeks of service.· Follow up with clients and families to ensure expectations are met and adjustments are made if needed.· Support retention by building long-term client relationships and identifying opportunities for additional services.Lead Conversion & Client Acquisition· Respond promptly and professionally to new client enquiries (phone, web, referrals, etc.)· Build rapport with prospective clients and their families through consultative conversations.· Clearly explain Home Instead's services and value proposition.· Follow up on leads and nurture relationships to secure care agreements.· Maintain accurate records of lead activity using CRM or internal systems.· Track and report on conversion rates and enquiry outcomes.Client Onboarding· Conduct home care consultations and needs assessments for new clients· Design and document tailored care plans in partnership with clients and families· Coordinate all onboarding logistics, including scheduling initial visits and assigning suitable Care Professionals· Ensure all compliance documents, consent forms, and risk assessments are completed· Maintain a warm, reassuring presence during the onboarding period to ensure client satisfaction· Act as a liaison between the client, care team, and scheduling staff to support a smooth start to servicesCommunity Engagement (Optional but Encouraged)· Represent Home Instead at community events or networking opportunities to build awareness.· Build and maintain relationships with local referral sources such as GPs, social workers, and charities.About YouWe're looking for a driven, people-oriented individual who thrives on building relationships and delivering results.Essential Skills & Experience· Proven experience in a sales, client services, or care coordination role.· Strong interpersonal and communication skills.· Commercial awareness and ability to work to targets/KPIs.· Excellent organisational and time-management abilities.· Empathy and understanding for the needs of older people and their families.· Good working knowledge of IT systems with experience of Microsoft Office with the ability to learn and adopt new technologies where appropriate.· Logical and analytical with the ability to work on own initiative and meet deadlines.· Full UK driving licence and access to a vehicle.Desirable· Experience in home care, social care, or healthcare services.· Familiarity with CIW regulations and care planning processes.Additional InformationPlease note that, due to the nature of the role, we will require a full UK driving licence and access to a vehicle.This position is subject to an enhanced DBS disclosure. For further details, feel free to contact our office on 01633 740028

Home Instead Senior Care