Client Services Manager

Position Title: Client Services Manager

Employment Type: Full-Time

The Client Services Manager will support the delivery of care through efficient rostering, relationship management, ensuring client service standards, and workflow efficiency are met. This role is vital in ensuring smooth day-to-day operations, maintaining excellent communication with clients and staff, and supporting the wider team in achieving service delivery goals. The position will also take the lead in cross-functional areas including systems, training, and policy—to strengthen internal processes and drive continuous improvement.
This is an ideal role for someone who thrives in a fast-paced environment and is eager to grow within a values-driven home healthcare organisation.

Key Responsibilities

Operations, Scheduling & Client Services

• Manage monthly and daily rosters to ensure safe, reliable care delivery, maintaining agreed KPIs, fill rates, and service continuity
  

• Proactively manage call-outs, staff availability changes, and roster optimisation targets
  

• Act as a key liaison with clients, families, clinicians, HSE contacts, and internal stakeholders
  

• Ensure accurate, compliant rostering and coding within AlayaCare, maintaining 96% efficiency and 99% accuracy
  

• Support the integration of new nurse hires, including international staff, into live rosters
  

• Complete regular quality and compliance audits aligned with internal standards and regulatory requirements
  

Recruitment & Onboarding Support

• Support the Recruitment Manager by following up with candidates and managing compliance documentation
  

• Maintain accurate records within Zoho Recruit and support end-to-end onboarding coordination
  

• Assist with scheduling inductions and ensuring clinical readiness for service delivery
  

Administrative & Cross-Functional Support

• Take ownership of assigned projects, from planning and execution to delivery—ensuring alignment with company goals and timelines
  
• Participate in office meetings and ensure timely follow-up on assigned action items.
  
  

• Work closely with cross-functional teams to ensure strong communication and operational alignment
  

Business Growth & Service Expansion

• Follow up on new client enquiries and support service onboarding and expansion planning
  

• Contribute to capacity planning, resource allocation, and regional reviews
  

• Share insights on market trends and recommend improvements to scheduling and service delivery
  

• Participate in strategic discussions and support innovation across operations
  

Leadership, Projects & Development

• Provide day-to-day guidance and support to operations team members
  

• Deliver training and mentorship to new starters
  

• Lead and support process improvement initiatives across operations, systems, and HR (as agreed with Line Manager)
  

• Engage in ongoing professional development aligned with organisational and personal growth goals
  

Requirements

• Diploma in Business, Health Care Management, or related field (preferred).


• Minimum of 2 years prior experience in rostering/schedule coordination in a home care or hospital setting


• Proficient in Microsoft Office Suite (particularly Word and excel)


• Proficient in using CRM or scheduling platforms (e.g. Onetouch, AlayaCare)


• Fluent in English (written and spoken)

Benefits

• Comprehensive salary package
  
• Hybrid working model after training is complete
  
• 23 days annual leave
  
• Sick scheme
  
• Pension scheme and employer match
  
• Financial support in learning and development
  
• Paid maternity leave (as applicable*)