Customer Relationship Manager - Central Division
As a Customer Relationship Manager at Barchester, you'll play a crucial role in building the reputation of their care homes and ensuring they are successful. You'll be responsible for supporting teams across 3-4 homes in the Central Division, focusing on growing their private occupancy through enhancing their reputation for quality care within local communities and showcasing their best qualities to prospective residents and their families.
Main duties of the job
In this role, you'll be responsible for strengthening the homes' web presence, improving the enquiry management process, and liaising with General Managers to ensure a rapid response to pre-admission assessments. You'll also develop strong sales and marketing teams in the homes, helping them tap into knowledge about local community groups and overseeing the creation of a programme of events and activities targeted at these groups. Additionally, you'll carry out customer satisfaction research to identify areas for improvement in the conversion process and provide feedback to the wider leadership team, as well as weekly updates on live enquiries and community engagement.
About us
Barchester Healthcare is a leading provider of high-quality care and support services in the UK. They operate a network of residential care homes, nursing homes, and retirement villages, dedicated to delivering personalized care and exceptional experiences for their residents.
Job responsibilities
ABOUT THE ROLE As a Customer Relationship Manager at Barchester, you'll help us to build the reputation of our homes to ensure they're a success. It'll be your responsibility to support teams across 3-4 homes in our Central Division to grow their occupancy with a focus on private occupancy. You'll do that by boosting their reputation for quality care within local communities and showcasing their best qualities to prospective residents and their families.
Day-to-day, you could be strengthening the home's web presence, improving the enquiry management process or liaising with General Managers (GMs) to ensure a rapid response to pre-admission assessments. We'll also rely on you to develop strong sales and marketing teams in homes, helping them to tap into knowledge about local community groups and you'll oversee these homes in putting together a programme of events and activities targeted at these groups.
You'll carry out customer satisfaction research to pinpoint areas that can be improved in the conversion process and provide feedback to our wider leadership team, as well as weekly updates on live enquiries and community engagement. As a Customer Relationship Manager, you'll help connect us with residents who need quality care and support, making a real difference to their lives.
ABOUT YOU You'll have an impressive track record in sales and marketing, managing enquiries and general networking to join us as a Customer Relationship Manager. It's also important that you have experience in the delivery of multi-site marketing activities, as well as delivering against targets ideally but not essentially with experience in the care and health industry. As a self-motivated individual with a creative mindset, you'll be able to work as part of a multi-functional team.
We're looking for someone who can be empathetic towards customers who are experiencing an emotional and challenging journey. That means you'll have excellent communication and interpersonal skills too. This role requires you to work from home with regular travel, so it's essential that you have a willingness to travel and full driving licence.
Person Specification
Qualifications
* You'll need an impressive track record in sales and marketing, managing enquiries, and general networking. Experience in the delivery of multi-site marketing activities, as well as delivering against targets, is also important. Ideally, you'll have some experience in the care and health industry, but it's not essential. As a self-motivated individual with a creative mindset, you'll be able to work as part of a multi-functional team.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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