Help families find the right care. Create plans that make a real difference.

📍 Norwich
💷 £26,000 - £27,000 per annum + bonus scheme
🕒 Full Time

About the Role

When families contact Home Instead, they're facing an important decision about care for a loved one.

As our Homecare Consultant (Client Experience Lead), you'll guide families through that journey, helping them understand their options, design the right support, and ensure they receive an outstanding experience from day one.

This is a varied role combining relationship building, care planning and quality assurance. You'll spend time meeting clients and families in their own homes, understanding what matters most to them, and turning those conversations into practical, person-centred care plans using a combination of digital systems and AI-enabled tools.

With typically 3-6 consultations each week, you'll have the opportunity to build meaningful relationships while also creating the plans that help people live safely and independently at home.

What You'll Do

• Respond to new client enquiries and guide families through the care journey
• Conduct consultations, assessments and risk assessments in clients' homes
• Create person-centred care plans using technology and digital tools
• Support more local families to access our award-winning service
• Carry out client reviews and quality assurance visits
• Build positive relationships with clients, families and healthcare professionals
• Maintain accurate client records and documentation
• Participate in our on-call rota
• Ensure compliance with CQC and company standards

Who We're Looking For

You'll enjoy this role if you:

• Enjoy meeting people and building trusted relationships
• Like understanding what matters to individuals and helping find practical solutions
• Are a team player who works closely with schedulers, CPET and external health professionals to deliver client solutions
• Are comfortable using technology and digital systems to work efficiently
• Can turn conversations and information into clear, person-centred plans
• Enjoy a balance of face-to-face visits and office-based work
• Are organised, accurate and understand why good documentation matters
• Take pride in getting the details right without getting lost in bureaucracy

We're looking for someone who is confident, compassionate and proactive, with strong communication and organisational skills, and who enjoys working as part of a wider team to find the right solutions for clients.

A Level 3 qualification in Health & Social Care is desirable but not essential.

A full driving licence and access to a vehicle are essential for this role.

This role is subject to an enhanced DBS check.

Previous experience in care is welcome, but we would also love to hear from people with backgrounds in relationship management, recruitment, hospitality, healthcare, customer experience or consultative roles.

What We Offer

• £26,000 - £27,000 salary depending on experience
• Company bonus scheme
• 25 days annual leave plus bank holidays
• Structured induction and ongoing development
• Support towards relevant qualifications
• Employee Assistance Programme
• Employee Benefits Scheme
• Pension scheme
• Long Service Recognition
• Modern, technology-enabled working environment
• A supportive, values-led team

Why Home Instead?

Every consultation is more than an assessment.

It's an opportunity to understand someone's story, support a family through an important decision, and create a plan that helps an older adult live well at home.

If you enjoy working with people, are comfortable using technology, and want to play a key role in delivering outstanding care, we'd love to hear from you.