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 Bookings Coordinator, a Clinical Nurse Manager and/or a Homecare Supervisor and Recruitment consultant 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 are not limited to) the following:
· Business Development
o Generating new business from lead generation, area knowledge, client visits, social media, networking events and word of mouth
o Conducting business development calls in line with agreed KPI’s set out with your manager
o Constantly striving to meet weekly KPI’s and quarterly targets set out by your manager
o Keeping abreast of market developments by attending all relevant functions and events relating to the homecare industry
· Team Management & Leadership
o Leading and coaching the team
o Conducting regular meetings with the team
o Clearly communicating recruitment deficits within your region to the Recruitment Team
o Managing the Bookings Coordinator to ensure they are keeping abreast of client requirements and ensuring fill rate targets are fulfilled and any staff deficits are actioned
o Ensuring that all systems are being used to full capacity and that all contact with clients are logged adequately in line with Myhomecare reporting structure
· Account Management
o Proactively calling care recipients to monitor client satisfaction
o Managing complaints and incidents, and liaising with HR when necessary, ensuring all documentation is fully completed.
o Completely weekly, monthly and annual KPIs as required
· Quality and Compliance
o Actively contribute to quality improvement initiatives through feedback, ideas, and adherence to standard operating procedures
o Flag client/customer complaints or non-conformances within required timelines.
o Take ownership of individual quality KPIs and work to meet or exceed targets through daily practices.
o Support and coach team members on quality expectations and reinforce a culture of continual improvement.
o Track and report quality KPIs relevant to the team, and lead root-cause analysis for recurring issues.
o Oversee client and staff compliance for the area
o In the absence of another regional Client Care Manager, you will be required to temporarily assist in managing that region.
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
About Us
Myhomecare, part of Servisource and the Cpl Group, is a leading provider of high quality and innovative recruitment, care, and support services, with over 20 years’ experience across a number of sector specialities.
With over 150 employees across Ireland and the United Kingdom in Dublin, Dundalk, Cork, Galway, Limerick, Belfast, Leeds, Middlesbrough and Bradford, we provide a local and personal service with a national and international reach.
Organisational Benefits
We are committed to providing a positive employee experience where everyone can gain access to meaningful and challenging work with opportunities for growth and career progression. As part of the Cpl Group, we recently listed as the 7th Best Place To Work in the large category in Ireland, we are recognised as one of the Best Places To Work for Women, and we are also listed as 24th in the Best Workplaces Europe 2024 (Best Large Workplaces Category) of 3,000 eligible organisations across 4 categories. Cpl also have attained a Gold Award by Investors in Diversity for our commitment to Diversity, Equity and Inclusion.
The Myhomecare Care Academy focuses on improving the quality of existing staff by providing upskilling opportunities, it also allows those who want to advance their career in healthcare an advantageous starting point, that will not only educate and guide them throughout their career but help them advance in their career aspirations.
What we offer:
· Competitive Financial and Benefits package
· Flexibility and Smart Working Practices
· Health & Wellbeing initiatives
· Career Development Progression opportunities
· Further Learning & Development opportunities
· Vibrant Sports & Social club
Our Core Values are an integral part of our organisational culture. The ideal candidate will possess the ability to understand, demonstrate and apply our Core Values:
· Customer focused
· Accountability
· Responsibility
· Empowerment
· Effective communication
· Respect
Pay: €38,000.00-€42,000.00 per year
Benefits:
- Employee discount
- Flexitime
- Sick pay
- Work from home
Work Location: Hybrid remote in Dublin, County Dublin
