Customer Experience and Sales Learning Specialist

Barchester Healthcare; England; Hybrid; GBP 48,000; Full time

Job summary

A leading healthcare provider is seeking two Sales and Customer Experience Learning Specialists. This role involves delivering training solutions to drive occupancy in care homes, emphasizing sales conversion and customer experience. Candidates should have a strong background in learning and development, with successful sales impacts. A full UK driving license is required. The position offers an annual salary of GBP48,000, a generous car allowance, and several benefits including holiday and bonuses.

Benefits

GBP48,000 per annum

Generous car allowance of GBP6.5k

Annual bonus

25 days holiday plus bank holidays

Life cover

Access to retail and leisure discounts

Free access to medical specialists

Confidential counselling and legal services

Qualifications

• Proven track record of driving sales through learning.
• Experience in a fast-paced customer-facing environment.
• Ability to handle national travel and overnight stays.

Responsibilities

• Deliver learning solutions that drive occupancy and conversion.
• Analyze training needs to improve customer experiences.
• Create engaging learning environments and materials.
• Conduct ongoing coaching for leaders.
• Support digital-first training delivery.

Skills

Commercial success from learning interventions

Learning and Development experience focusing on sales

Understanding of sales and customer experience standards

Full UK driving license and travel capability

Customer experience design awareness

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 working relationships and rapport with others. This is 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 is 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 & 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 with possible overnight stays.
• An understanding of customer experience design and change implementation.

Role and responsibilities:

• Understand current working practices & results for enquiries/sales, immersing yourself into our enquiry to admission journey.
• Become fully versed with elements of Customer Experience & Resident Experience including Life Enrichment and the Customer Journey, identifying missed opportunities.
• Identify key conversion points in our enquirer's journey and build training to maximise conversion rates, utilising customer insights to direct actions.
• Complete training needs analysis to identify gaps & propose programmes to drive commercial performance.
• Develop training materials aligned with Learning and Development standards and Barchester brand tone of voice.
• Support the design of structured/formal learning to improve occupancy and customer experience, both technical and skill-based.
• Support a digital-first approach with a blended training delivery method, working with operators to determine the best approach.
• Travel nationally where face-to-face training is the most effective method.
• Create learning environments with appropriate tools & systems for effective learning.
• Ensure high-quality training delivery through thorough preparation.
• Implement training modules into the Barchester Learning and Development platform and future HRIS systems, including testing and pilots.
• Maintain resources and materials supporting sales and occupancy success for current and future leaders.
• Provide ongoing coaching to leaders on a one-to-one basis as needed.

Rewards package:

• GBP48,000 per annum
• Generous car allowance of GBP6.5k
• 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