Customer Relations Manager
Here At Advinia Healthcare we are looking for a Customer Relations Manager at our Bishops Cleeve Care Home in Cheltenham. This role will be reporting directly into our Group National Sales Manager. We are looking for a dynamic, high energy and results driven individual with sector experience who has a proven successful track record in filling new build care homes. A fantastic opportunity in a beautiful new state of the art care home where there is a high potential to earn based on a lucrative incentive scheme. The successful candidate needs to be self motivated and have experience in both enquiry generation and conversion.
Key facts;
* The successful candidate needs to have a good understanding of Bishop Cleeve and the surrounding area with excellent Health Care Professionals, Community Contacts and Commissioning Manager contacts to hit the deck running.
* Single site role with potential to move to multi site if successful in the filling the home.
* The Home Manager is incredibly experienced, commercially focused and very supportive in outreach programmes and driving occupancy.
* The successful candidate needs to be a strong communicator with excellent presentation skills and can handle and over come objections to increase admissions into the home.
Key responsibilities;
* Work closely with the Home Manager and home team to achieve or exceed occupancy and average weekly fee targets.
* Work closely with the National Sales Manager & Marketing teams to devise a robust marketing plan and submit agreed key KPI reporting.
* To be a key point of contact for customer enquiries, managing the enquiry/referral process from generation to closure to include: show rounds, assessments, discussion of care services to meet the resident's needs, and answering customer queries.
* To manage and ensure that the customer experience and journey remains consistent in its quality and empathy, and that all actions are carried out promptly.
* To promote and raise the profile of the home in the local community through generating newsworthy stories, and by identifying targeted advertising opportunities. Take a lead on local marketing activities, developing and delivering a programme of community engagement, and working in partnership with the home to deliver successful events in line with KPIs to encourage footfall into the home.
* To develop and run home events to attract key stakeholders and prospective clients to show case the home and its key USP's.
* Providing guidance, training and support for the homes team members to ensure effective customer engagement and consistent sales experience.
* Raise the positive profile of the home in the local community through external business development, building and maintaining a contact list of key local stakeholders - including taking a presence at any relevant local external events that enable networking opportunities with key care referrers.
* Establishing a Health Care Professional database of key contacts alongside establishing and operating an engagement strategy to promote bed vacancies to drive an increase in targeted and specific referrals.
* Ensuring the home has a presence on all LA contract bed frameworks to establish, maximise and covert all block and spot bed purchasing opportunities.
* Identify and build partnerships and working relationships with key referral partnerships i.e Trusted Care, Autumnia etc.
* To achieve and exceed all sales KPI's.
In Return
* Car allowance
* Highly competitive monthly commission scheme - paid per admission
* Quarterly bonus scheme - occupancy growth target
* Flexible pay - Wagestream
* Free DBS
* Comprehensive benefits package