Care Relationship Executive (CRE) – Country Cousins
Join one of the UK’s most established names in live-in care
📍 Horley, Surrey
💷 £27,000 per annum
🕒 37.5 hours per week | Full Time | Permanent
Are you brilliant at building relationships, solving problems and delivering an exceptional customer experience?
Do you enjoy working in a fast-paced environment where your ability to understand people, make the right match and keep everything moving can make a genuine difference?
Country Cousins, part of the Trinity Homecare Group, is looking for a Care Relationship Executive (CRE) to join our Operations Team.
This is much more than an administrative or coordination role. You’ll become a trusted point of contact for clients, their families and our carers, helping to create successful care relationships and ensuring our clients receive a responsive, personal and dependable service.
About Country Cousins
Country Cousins has been helping people remain independent in the comfort of their own homes since 1959. As the UK’s longest-serving introductory live-in care agency, we specialise in introducing families to carefully selected, self-employed live-in carers who are matched not only to their care requirements, but also to their individual preferences, lifestyle and personality. From practical requirements and experience to interests, location and compatibility, we believe the details matter when finding the right person to live alongside and support a client.
Country Cousins is part of Trinity Homecare Group, bringing together established homecare brands with a shared ambition to provide high-quality care, choice and support to people in their own homes.
The Role
As a Care Relationship Executive, you’ll manage a portfolio of active and prospective clients throughout their Country Cousins journey from registration and finding the right carer through to ongoing service delivery and relationship management.
At the heart of your role will be one important objective:
Creating successful, lasting relationships between our clients and carers.
You’ll take the time to understand what matters to each client and identify the most appropriate carer based on their care needs, personality, preferences, location and availability.
Once care begins, your relationship continues. You’ll be a consistent point of contact, building trust, supporting continuity and responding proactively when circumstances change.
It’s a busy and varied role combining customer service, relationship management, care coordination, problem-solving and commercial awareness.
What You’ll Be Doing
You’ll take ownership of your client portfolio and be responsible for:
- Building strong, trusted relationships with clients and their families, providing an exceptional experience throughout their care journey.
- Understanding each client as an individual and delivering thoughtful, effective client-carer matching.
- Managing registered clients awaiting care and working proactively to get the right support in place within agreed timescales.
- Completing client registrations accurately and ensuring all required information and fees are captured.
- Supporting new clients through the transition into care and making sure their introduction to Country Cousins is positive and reassuring.
- Maintaining regular engagement with existing clients to maximise satisfaction, retention and continuity.
- Re-engaging inactive and previously registered clients where Country Cousins may be able to support them.
- Managing carer assignment changes quickly and proactively to minimise disruption.
- Maintaining accurate client and carer records, compliance information and system updates.
- Working closely with our Sales, Recruitment, Carer and Finance teams to deliver a seamless client experience.
- Monitoring your performance against agreed KPIs and SLAs, taking ownership and action where improvements are needed.
- Participating in the on-call rota as required.
What Makes a Great Care Relationship Executive?
For us, successful matching is about more than filling an assignment. You’ll need to be genuinely interested in people and capable of understanding what will make a relationship work. One client may need a carer who drives. Another may need someone experienced in dementia care. Someone else might simply value having a carer who enjoys cooking, gardening, pets or a good game of Scrabble. It’s about listening, understanding and getting the details right. You’ll therefore be someone who can combine empathy and exceptional customer service with organisation, pace and commercial awareness.
What We’re Looking For
You’ll ideally bring:
- Experience within customer service, client relationship management or care coordination.
- Excellent verbal and written communication skills.
- Strong relationship-building skills and the confidence to communicate with clients, families, carers and colleagues.
- Excellent organisation and administration skills with strong attention to detail.
- The ability to manage multiple clients, assignments and competing priorities simultaneously.
- A calm, solution-focused approach when circumstances change.
- A proactive, self-motivated and results-driven mindset.
- Confidence working independently while also contributing to a wider team.
- Good Microsoft Office skills, particularly Excel.
- GCSE English at Grade C/4 or above.
Experience within health and social care, homecare, live-in care or recruitment would be particularly valuable, as would previous experience using CRM systems or working within a KPI/SLA-driven environment. However, just as importantly, we’re looking for someone with the right approach someone who takes ownership, builds trust and genuinely cares about delivering the best possible outcome.
Your Key Relationships
This is a highly collaborative role.
- You’ll work closely with clients and their families, becoming a trusted and consistent point of contact.
- You’ll partner with our Recruitment and Carer Teams to identify suitable carers and maintain successful placements.
- You’ll work alongside our Sales Team to create a smooth transition from initial enquiry and registration through to the commencement of care.
- You’ll liaise with our Finance Team to support accurate fee processing and resolve client account queries.
Together, you’ll help create a joined-up Country Cousins experience from the very first conversation onwards.