Here at Advinia Healthcare, we are looking for a Customer Relations Manager at our Bishops Cleeve Care Home in Cheltenham. This role will report directly to our Group National Sales Manager. We are seeking a dynamic, high-energy, and results-driven individual with sector experience and a proven track record in filling new build care homes. This is a fantastic opportunity in a beautiful, state-of-the-art care home with high potential earnings 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 should 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 ground running.
* Single site role with potential to move to multi-site if successful in 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 the ability to handle and overcome 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.
* Collaborate with the National Sales Manager & Marketing teams to devise a robust marketing plan and submit agreed key KPI reporting.
* Serve as a key point of contact for customer enquiries, managing the enquiry/referral process from generation to closure, including show rounds, assessments, discussions of care services, and answering customer queries.
* Ensure that the customer experience and journey remain consistent in quality and empathy, and that all actions are carried out promptly.
* Promote and raise the profile of the home in the local community through generating newsworthy stories and identifying targeted advertising opportunities. Lead 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.
* Develop and run home events to attract key stakeholders and prospective clients to showcase the home and its key USPs.
* Provide guidance, training, and support for the home team members to ensure effective customer engagement and a 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 part in relevant local external events that enable networking opportunities with key care referrers.
* Establish a Health Care Professional database of key contacts alongside an engagement strategy to promote bed vacancies and drive an increase in targeted referrals.
* Ensure the home has a presence on all LA contract bed frameworks to establish, maximise, and convert all block and spot bed purchasing opportunities.
* Identify and build partnerships and working relationships with key referral partnerships, e.g., Trusted Care, Autumnia, etc.
* Achieve and exceed all sales KPIs.
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
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