Care Coordinator

Company Description

At Home Instead Newport, Cwmbran & Chepstow we do care differently. As a family-run, locally owned business, we combine the values of a close-knit team with the strength and reputation of a global care organisation. We prioritise relationship-led care with minimum one-hour visits, giving our team the time to truly support clients—not just rush through tasks. You’ll be part of a supportive, values-driven environment where your work genuinely matters, your voice is heard, and you can see the real impact you make every day. If you’re looking for a role with purpose, professionalism, and progression, this is the place to build a meaningful career.

This is a busy, hands-on coordination role where you’ll take ownership of care delivery from Rota planning through to client experience.

Job Description

Client Experience & Relationship Management

You’ll play a key role in maintaining high client satisfaction:

• Build strong, trusting relationships with clients and their families
• Conduct regular service reviews and ensure care plans reflect current needs
• Respond promptly and professionally to queries, concerns, or changes
• Support new client onboarding and ensure smooth start of care
• Identify opportunities to increase care hours where appropriate

Care Professional Support & Coordination

You’ll be the main link between the office and the field team:

• Act as the first point of contact for Care Professionals
• Support continuity by keeping regular Care Professionals with their clients
• Flag performance concerns, lateness, or reliability issues to management
• Contribute to a positive, supportive team culture

Quality, Compliance & Performance

You’ll help ensure services meet regulatory and internal standards:

• Ensure care delivery aligns with CIW standards and company policies
• Support audits, spot checks, and quality assurance processes
• Record and escalate incidents, complaints, and safeguarding concerns
• Maintain accurate, up-to-date records across systems

Rota Management & Scheduling (Core Responsibility)

• Build and maintain weekly and ongoing care schedules for the 20 clients that you manage
• Ensure rotas are published at least 2 weeks in advance, including holiday cover
• Match Care Professionals to clients to maximise continuity of care
• Factor in travel time, availability, and client preferences

What Makes This Role Stand Out

• You’ll have real ownership of the service delivery — not just admin tasks
• Your decisions directly impact clients’ quality of life
• You’ll work in a fast-paced, high-trust environment
• No two days are the same — and your work genuinely matters

Qualifications

Managing and co-ordination of staff rotas
Complaint handling
Dispatching
Compliance management 
Quality assurance
Client services
Customer relationship management
Office experience

Additional Information

If you have a passion for caring and the motivation to help us achieve our ambitions, we would love to hear from you.

We encourage applications from all sections of the community as we want to reflect the neighbourhoods in which we work. Home Instead is committed to safeguarding and promoting the welfare of adults and expects all staff to share this commitment. This role is subject to DBS enhanced disclosure. Due to the nature of this role, applicants must hold a full UK driving licence and have access to their own vehicle.