Customer Experience and Sales Learning Specialist

NHS Jobs; Bristol; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A healthcare organization is seeking two Sales and Customer Experience Learning Specialists to deliver learning solutions and improve commercial performance. The role involves training delivery, relationship building, and understanding the customer journey. Successful candidates will thrive in a dynamic environment and have a strong background in learning and development, particularly in sales. A UK driving license is necessary due to national travel requirements.

Benefits

£48,000 per annum

Generous car allowance of £6.5k

Annual bonus

25 days holiday plus bank holidays

Life cover

Retail and leisure discounts

Free access to medical specialists

Confidential counseling and legal services

Qualifications

• Demonstrable growth in commercial success from learning interventions.
• Previous experience as a Learning and Development specialist focusing on sales.
• Full UK driving licence and ability to undertake regular travel.

Responsibilities

• Understand enquiry-to-admission journey and current working practices.
• Identify missed opportunities in Customer Experience & Resident Experience elements.
• Conduct training needs analysis to identify gaps for commercial improvement.

Skills

Sales training and development

Customer experience design

Consultative relationship building

Training delivery

Job description

Customer Experience and Sales Learning Specialist

The Customer Experience & Marketing team has an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. Working remotely with frequent visits to London and national travel to deliver face-to-face training.

We are looking for candidates who thrive on building strong, consultative relationships and rapport with others. This role offers a great opportunity for a passionate and self-motivated sales professional who is keen to work in-house and focus on driving the Barchester brand standards.

Your role involves the effective delivery of learning solutions across Barchester Healthcare that drive high occupancy levels through converting those seeking a care home and those on a short stay to permanent residency.

Required skills and experience:

• Demonstrable growth in commercial success resulting from learning interventions
• Previous experience as a Learning and Development specialist, with a focus on sales and conversion
• Understanding of best-in-class sales and customer experience practices and standards in a fast-paced environment across multiple customer-facing channels
• Possession of a full UK driving licence and ability to undertake regular travel across the UK, including overnight stays
• Understanding of customer experience design and change implementation

Role and responsibilities:

• Understand current working practices and results for enquiries and sales, immersing yourself into our enquiry-to-admission journey
• Become fully familiar with Customer Experience & Resident Experience elements, including Life Enrichment and the Customer Journey, identifying missed opportunities
• Identify key conversion points in the enquiry journey and develop training to maximize conversion rates, using customer insights to guide actions
• Conduct training needs analysis to identify gaps and propose programs to improve commercial performance
• Provide a suite of training materials aligned with Learning and Development objectives and Barchester's brand tone of voice
• Support the design of structured learning to improve occupancy and customer experience, both technical and skill-based
• Support a digital-first approach while offering blended training delivery methods, collaborating with operators to determine the best approach
• Travel nationally as required for face-to-face training sessions
• Create effective learning environments with appropriate tools and systems
• Prepare and deliver high-quality training modules, ensuring standards are met
• Implement training into the Barchester Learning and Development platform and HRIS, including testing and pilots
• Maintain resources and materials supporting current and future leaders in sales and occupancy success
• Provide ongoing coaching support to leaders on a one-to-one basis as needed

Rewards package:

• £48,000 per annum
• Generous car allowance of £6.5k
• Annual bonus
• 25 days holiday plus bank holidays
• Life cover
• Access to retail and leisure discounts
• Free access to medical specialists for second opinions
• Confidential counseling and legal services