Customer Experience and Sales Learning Specialist

NHS; Cardiff; On-site; GBP 48,000; Full time

Job summary

A leading care home organization in Cardiff is seeking a Customer Experience and Sales Learning Specialist to enhance learning solutions aimed at boosting occupancy and conversion rates. The role requires expertise in sales, customer experience, and the ability to travel across the UK to conduct training. This position offers a competitive salary and a comprehensive rewards package including a car allowance and generous holiday.

Benefits

Car allowance

Annual bonus

25 days holiday plus bank holidays

Life cover

Retail and leisure discounts

Access to medical specialists

Counselling and legal services

Qualifications

• Demonstrable growth in commercial success due to learning interventions.
• Experience in Learning and Development with a focus on sales.
• Ability to travel across the UK with a valid driving licence.

Responsibilities

• Deliver learning solutions to improve occupancy rates.
• Build relationships and support brand standards.
• Conduct training needs analyses to identify gaps.

Skills

Sales Growth

Learning and Development

Customer Experience Design

Job description

Overview

Barchester Healthcare is seeking a Customer Experience and Sales Learning Specialist to join their team. This role involves delivering learning solutions across the organization to drive high levels of occupancy and conversion rates for their care homes. The successful candidate will have a strong background in sales, customer experience, and learning and development, with the ability to travel nationally to provide face-to-face training.

Responsibilities

• Deliver learning solutions across Barchester Healthcare to drive occupancy and conversion of enquiries to permanent residency.
• Build strong consultative relationships and work in-house to drive Barchester brand standards.
• Understand current working practices and results for enquiries/sales and immersion into the enquiry-to-admission journey.
• Identify missed opportunities within the Customer Experience, Resident Experience, and Customer Journey; design training to maximise conversion rates using customer insight.
• Conduct training needs analyses to identify gaps and propose programmes that drive commercial performance.
• Provide a suite of training materials aligned to Learning and Development and the Barchester brand tone of voice.
• Support the design of structured/formal learning to deliver Occupancy Improvement and Customer Experience improvement (technical and skill-based).
• Support a digital-first blended approach to training delivery, working with operators to determine best delivery methods.
• Travel nationally to deliver face-to-face training as required.
• Create learning environments with the right tools and systems for effective learning.
• Prepare for training to ensure high quality delivery and implement training modules into the Learning and Development platform and future HRIS, including testing/pilots.
• Ensure resources and materials support current and future leaders in relation to sales and occupancy success.
• Provide ongoing coaching support to leaders on a one-to-one basis where required.

Required skills and experience

• Demonstrable growth in commercial success as a result of learning interventions.
• Experience as a Learning and Development professional with a specialism in sales and conversion.
• Strong understanding of best-in-class sales and customer experience practices and standards in a fast-paced, multi-channel environment.
• Full UK driving licence and ability to undertake regular travel across the UK with possible overnight stays.
• Understanding of customer experience design and change implementation.

Role and responsibilities (summary)

• Understand enquiries/sales practices and participate in the enquiry-to-admission journey.
• Develop training to maximise conversion rates using insights from customer data.
• Design and deliver learning focused on occupancy improvement and customer experience.
• Lead a blended delivery approach and travel as needed to deliver training.

Rewards package

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

Disclosures

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure to be submitted to the Disclosure and Barring Service to check for any previous criminal convictions.

Employer details

Barchester Healthcare, Cardiff, CF3 2UQ