Cluster Customer Relations Manager

Westgate Healthcare; England; On-site; GBP 38,000 - 40,000; Full time

Job summary

A care organization in Hertfordshire is seeking a Cluster Customer Relations Manager to oversee customer interactions and sales initiatives across two care homes. The role involves managing enquiries, driving occupancy, and fostering relationships with community partners. Ideal candidates should have strong customer service and sales skills along with experience in the care or hospitality sectors. This permanent position offers a salary between £38,000 to £40,000, plus commission.

Benefits

Employee discount schemes

Financial wellness access

Qualifications support

Recognition schemes

Training and professional development

Qualifications

• Proven experience in customer relations/sales, ideally within care or hospitality sectors.
• Understanding of fee sources and structures in the care sector.
• Confident in managing multiple priorities across two sites.

Responsibilities

• Manage the enquiry process from start to finish and be the first point of contact.
• Drive occupancy growth through proactive marketing and community engagement.
• Build strong relationships with local stakeholders.

Skills

Customer service skills

Sales skills

Communication

Organisational skills

Proactive

Job description

Cluster Customer Relations Manager – Hertfordshire

Location: 4 days per week based at St Pauls Care Centre, Hemel Hempstead, 1 day per week based at Burford House Care Home, Chorleywood

Salary: £38,000 to £40,000, plus commission for sale of beds

Hours: Monday to Friday, 37.5 hours per week, 9am – 5pm

Job type: Permanent

Come and make a difference with the team at Westgate Healthcare! #CareWithUsAtWestgate

We’re looking for a Cluster Customer Relations Manager to join our team, supporting two of our key care homes in Hertfordshire. Responsibilities will differ in each home.

In this pivotal role, you’ll take the lead on generating, managing, and converting enquiries to ensure our homes achieve and maintain strong occupancy levels. You’ll play an essential part in creating an exceptional first impression for prospective residents and their families, guiding them through every step of their journey with warmth, professionalism, and care.

You will work closely with the Home Manager, Group Sales Manager and Head of Sales and Marketing to generate enquiries, convert them into resident admissions and ensure our residents’ moving in process is smooth and efficient, whilst promoting a positive and enjoyable lifestyle for them.

We are looking for someone with excellent customer service and sales skills, who can drive results to maximise revenue whilst demonstrating care and compassion for our current and prospective residents.

Why work at Westgate?

• Improve your financial wellness and flexibility with Stream; access your wages before pay day and enjoy exclusive discounts at a variety of the UK’s favourite shops
• Access to the Blue Light Card (employee discount scheme)
• Access to other discount schemes; Byond Prepayment Card (employee cashback card), Extras Discounts (employee discount scheme) and Cycle to Work Scheme
• Refer a Friend Scheme – earn up to £500 for a successful referral!
• Internal and external employee recognition schemes (e.g. Employee of the Month and Long Service) and team building social events
• Support in achieving additional qualifications, including nationally recognised qualifications
• Access to financial and wellbeing support through The Care Workers Charity
• Comprehensive staff induction with free training and professional development

About The Role

St Pauls Care Centre

• Manage the enquiry process from start to finish, be the first point of contact, ensure follow ups are prompt and effective, arrange and conduct engaging show rounds, providing a welcoming and informative experience for potential residents and their families.
• Ensure all prospective clients have been responded to in a timely manner and ensure accurate recording of all stages of the enquiry on Care HQ, to ensure accurate data for reporting.
• Collaborate with the wider home team to ensure a seamless handover of each customer’s journey and a positive move-in experience.

Both Homes

• Build strong relationships with local stakeholders including hospitals, charities, community groups, and other key partners.
• Drive occupancy growth through proactive marketing, organisation of local events and community engagement.
• Support the development and delivery of local engagement initiatives to enhance the home’s visibility and reputation within the wider community.
• Meet with the Home Manager regularly to review progress and discuss upcoming plans and objectives.
• Attend twice weekly occupancy calls to provide clear information on sales and marketing activity.
• Work closely with the Home Manager and Sales and Marketing team to ensure appropriate localised community engagement and marketing activities to generate brand awareness.

About You

• Proven experience in customer relations/sales, ideally within care or hospitality sectors.
• Ideally an understanding of fee sources and structures in the care sector.
• A natural communicator who can build trust and rapport with families and stakeholders alike.
• Organised, proactive, and target-driven with excellent attention to detail.
• Confident in managing multiple priorities across two sites.
• Passionate about delivering outstanding customer service and promoting the values of care, compassion, and community.
• The right to live and work in the UK.
• Clean driving licence and access to a vehicle for business use.

We reserve the right to close this vacancy once we receive suitable applications, therefore, an early submission is encouraged. Due to a high volume of applications, if you do not hear from us within 5 working days, please assume that your application has been unsuccessful.

Westgate Healthcare is an equal opportunities employer, and we welcome applications from all suitably qualified candidates regardless of their race, sex, disability, religion/belief, sexual orientation or age.