Customer Experience and Sales Learning Specialist

HealthJobs4U Ltd; Bristol; Hybrid; GBP 40,000 - 48,000; Full time

Job summary

A healthcare provider is looking for two Sales and Customer Experience Learning Specialists to join their team. This role involves delivering training solutions to enhance sales and customer experience across the organization. Candidates must have a strong background in sales and demonstrable success in enhancing commercial performance. The position requires frequent travel across the UK for face-to-face training and offers a competitive salary and generous rewards package.

Benefits

£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

Confidential counselling services

Qualifications

• Experience as a Learning and Development specialist focusing on sales and conversion.
• A sound understanding of customer experience design.
• Possession of a full UK driving licence.

Responsibilities

• Deliver learning solutions to drive high occupancy levels.
• Perform training needs analysis to identify gaps.
• Create training materials aligned with the brand's tone of voice.

Skills

Consultative relationship building

Sales proficiency

Customer experience practices

Commercial success from learning

Job description

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 individual 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 the conversion of prospective care home residents and those on short stays 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.
• A sound understanding of best-in-class sales and customer experience practices 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.
• An understanding of customer experience design and change implementation.

Role and responsibilities:

• Understand current working practices and results for enquiries and sales, immersing yourself in our enquiry to admission journey.
• Become fully versed with Customer Experience & Resident Experience elements, including Life Enrichment and the Customer Journey, to identify missed opportunities.
• Identify key conversion points in the enquirer's journey and develop training to maximize conversion rates, using customer insights to guide actions.
• Perform training needs analysis to identify gaps and propose programmes that drive commercial performance.
• Create 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, including technical and skill-based training.
• Support a digital-first approach while offering a blended training delivery method, collaborating with operators to determine the best approach.
• Travel nationally as required to deliver face-to-face training where it is most effective.
• Ensure learning environments are equipped with the necessary tools and systems for effective training.
• Prepare for training sessions to ensure high-quality delivery.
• Implement training modules into the Barchester Learning and Development platform and HRIS, including testing and pilots.
• Maintain resources and materials supporting sales and occupancy success for current and future leaders.
• Provide ongoing coaching support to leaders on a one-to-one basis when 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 at major brands and supermarkets
• Free access to medical specialists for second opinions
• Confidential and free counselling and legal services