Client Experience Manager
Rate of pay: £28,000 per annum
Monday - Friday: 8.30am - 5pm
Location: Stratford – Upon – Avon
Seeking an exceptional individual to join our growing business as a Client Experience Manager. Unique Senior Care provides outstanding home care services to older people in their homes, where they are most happy and comfortable, across Warwickshire, West Midlands, Gloucestershire & Buckinghamshire. We specialise in one thing: people. It doesn’t matter how simple or complex our clients’ needs are, we care for each person with respect, dignity and compassion.
Role Overview
As the first point of contact with prospective clients, the Client Experience Manager has full responsibility for delivering a positive client experience that will set the stage for continued engagement across a client’s life span. The successful applicant will have B2C sales experience.
People contact Unique Senior Care looking for care for either themselves or for their loved ones. It is the role of the Client Experience Manager to guide each person from initial telephone or email enquiry to a face-to-face care consultation with one of our local Registered Care Managers, by offering an empathetic, calm, consultative and tailored response to each enquirer. Working with our Marketing department, the role is also responsible for coordination and delivery of timely communications to existing clients, across their lifespan. The multi-touch client life-span workflow will initially be managed manually, moving in time to a CRM platform, and be primarily focused on postal and email communication channels. The role will have clearly defined goals that will include the number of enquiries converted to care consultations.
Key Skills/Experience
1. Experience within a sales role, B2C dealing with accounts of high net worth.
2. Ability to engage and reassure customers through empathy and expertise.
3. Strong administration skills with attention to detail.
4. Excellent listening, verbal and written communication skills with demonstrable experience communicating through email, webchat, social media, etc.
5. Self-motivated with high energy and drive to succeed.
6. Experience with customer relationship management software and knowledge of marketing automation software an advantage, but not essential.
7. IT literacy is critical to the role to ensure the onboarding processes for clients are delivered efficiently.
The Benefits
1. Comprehensive training and development will be provided.
2. £28,000 per annum.
3. Company pension.
4. Referral scheme.
5. Life in progress - counselling.
6. Birthday recognition.
7. Holiday pay.
8. Loyalty bonus.
If you like the sound of the role, please apply now!
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Unique Senior Care is proud to promote equal employment opportunities to all applicants and employees regardless of their race, religion/belief, sex, sexual orientation, marital status, pregnancy, maternity, national origin, ethnic background, disability, or age.
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