Business Support Manager

Peninsula Care Homes; Exeter; On-site; GBP 30,000 - 40,000; Full time

Job summary

A care home provider is seeking a Business Support Manager in Exeter to lead the customer journey, ensuring families feel welcomed and supported. In this role, you will manage inquiries, arrange tours, oversee admissions paperwork, and work closely with finance and marketing teams. Exceptional communication and organizational skills are essential, along with experience in customer-facing roles. The role includes benefits like a free DBS check and mental health support resources.

Benefits

Free DBS check

Auto-enrolment into pension scheme

Eligibility for Blue Light Card

Access to mental health resources

Refer a Friend scheme

Qualifications

• Strong experience in customer-facing roles with commercial targets.
• Exceptional communication skills and a natural ability to build trust.
• Solid organisational and administrative skills.

Responsibilities

• Leading all enquiries via phone, email, and in-person.
• Arranging tours and assessments for families.
• Tracking enquiries and maintaining CRM systems.

Skills

Customer-facing roles experience

Exceptional communication skills

Solid organisational skills

Experience hosting tours

Financial administration handling

Emotional intelligence

Tools

CRM systems

Excel

Job description

Overview

At Peninsula Care Homes, we know that the first conversation, the first visit, and the first impression really matter. We're looking for a Business Support Manager to lead the customer journey at Parklands Care Home - ensuring families feel welcomed, supported and reassured, while keeping our administrative, financial, and front-of-house functions running smoothly and professionally.

What you'll be doing

• Leading all enquiries - phone, email, and walk-ins - and making sure each one is handled warmly, professionally, and followed through
• Arranging and hosting tours, assessments and taster visits, helping families feel informed and at ease
• Tracking enquiries and conversions, keeping CRM systems updated and producing occupancy reports
• Creating a welcoming, polished front-of-house environment that reflects our values and the high standards of the home
• Supporting residents and families with feedback, compliments, and concerns - always with diplomacy and compassion
• Overseeing admissions paperwork, consent forms, funding details and fee information, ensuring everything is accurate and clearly explained
• Working closely with the finance team on invoicing, statements and sensitive debt-chasing conversations
• Partnering with marketing colleagues to support campaigns, keep listings up to date, and build community referral networks
• Maintaining accurate data dashboards, supporting managers during inspections, and ensuring GDPR compliance
• Leading and supporting reception/administrative colleagues to deliver an exceptional customer experience
• In short: you'll blend customer care, organisation, commercial awareness and emotional intelligence to create the very best journey for residents and their families

Who You Are

• You're warm, confident, organised - and brilliant with people. You understand that families making care decisions need clarity, kindness and reassurance, just as much as they need good information.
• Do you naturally put people at ease the moment they walk through the door?
• Are you the kind of person who can juggle enquiries, spreadsheets, family emotions, and a ringing phone - all while keeping a warm smile and a calm head?
• And do you love the idea of making one of the biggest decisions in a family's life feel just that little bit easier?
• Strong experience in customer-facing roles with commercial targets (care, hospitality, property, healthcare, sales or similar)
• Exceptional communication skills and a natural ability to build trust
• Solid organisational and administrative skills, with confidence working across CRM systems, Excel and dashboards
• Experience hosting tours, events or visits in a professional environment
• Confidence handling financial administration such as invoices, statements and fee queries
• A calm, solutions-focused mindset - especially under pressure
• Emotional intelligence, resilience and a genuine care for people at what can be a sensitive time
• Bonus points if you've worked in care, understand funding routes, or have experience liaising with discharge teams and professionals.

About Peninsula Care Homes & CARE values

• Committed - celebrating success and making work enjoyable
• Ambitious - always looking for better ways to do things
• Responsible - taking ownership and doing the right thing
• Embracing - respecting individuality and personal choice

At Parklands

At Parklands, you'll work closely with the Registered Home Manager, finance colleagues and marketing partners - always in collaboration, always with the shared goal of providing a warm, safe and exceptional home for our residents.

We also offer:

• A role where you'll see the difference you make every single day.
• Free DBS check and auto-enrolment into our pension scheme.
• Eligibility for the Blue Light Card, giving you discounts across shops, restaurants and more.
• Access to a Peninsula Care Homes Mental Health First Aider, an external confidential helpline for you and your family, the 'Whycare?' app, and a Refer a Friend scheme (earning you money for bringing your friends on board)