Customer Experience and Sales Learning Specialist

NHS; Royston; Hybrid; GBP 48,000; Full time

Job summary

A leading healthcare provider in the UK is looking for Sales and Customer Experience Learning Specialists to enhance learning solutions and improve sales conversion rates. The role involves travel across the UK, delivering training and supporting the customer experience. Ideal candidates will have a strong background in learning and development with a focus on sales. A competitive rewards package is included.

Benefits

£48,000 annual salary

Generous car allowance of £6.5k

Annual bonus

25 days holiday plus bank holidays

Life cover

Retail and leisure discounts

Free medical consultations

Access to counselling and legal services

Qualifications

• Demonstrable growth in commercial success as a result of learning interventions.
• Previous experience as a Learning and Development specialist, particularly in sales and conversion.
• Understanding of customer experience design and change implementation.

Responsibilities

• Deliver learning solutions to drive occupancy through conversion.
• Identify training needs to support commercial performance.
• Provide coaching support to leaders.

Skills

Sales skills

Customer experience management

Training development

Analytical skills

Job description

Overview

The Customer Experience & Marketing team at Barchester Healthcare have an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. The role involves delivering learning solutions across Barchester Healthcare to drive high levels of occupancy through the conversion of those looking for a care home, and those on a current short stay to convert to permanent residency. Working remotely with frequent visits to London, and national travel to deliver training face to face.

Responsibilities

• Understand the current working practices and 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 the enquirer’s journey and build training to maximise conversion rates, utilising customer insight to direct actions.
• Complete training needs analysis to identify gaps and propose programmes driving commercial performance.
• Provide a suite of training materials aligned to Learning and Development and Barchester brand tone of voice.
• Support the design of structured/formal learning to deliver Occupancy Improvement and Customer Experience improvement, both technical and skill-based.
• Support a digital-first approach but offer a blended approach to training delivery, working with operators to understand best delivery method and fit.
• Be available to travel nationally where learning is required where face-to-face is the best fit.
• Ensure learning environments have the right tools and systems in place for effective learning.
• Prepare for all training to ensure the quality of the delivery is of a high standard.
• Implement training modules into the Barchester Learning and Development platform and future HRIS including testing/pilots.
• Ensure resources and material hosted in Customer Experience and Learning and Development 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.
• Previous experience as a Learning and Development specialist, with a specialism in sales and conversion.
• A sound understanding of best-in-class sales and customer experience practice & standards in a fast-paced environment across multiple customer-facing channels.
• Possess a full UK driving licence and the ability to undertake regular travel across the UK with possible overnight stays.
• Understanding of customer experience design and change implementation.

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 a second opinion if needed
• Confidential and free access to counselling and legal services

Details

Date posted: 28 July 2025

Pay scheme: Other

Contract: Permanent

Working pattern: Full-time, Part-time

Location: Barchester Healthcare, Melbourn, SG8 6FY

About us

Barchester Healthcare is a leading provider of care homes and retirement communities in the UK. They are committed to delivering high-quality care and support to their residents, and this role is crucial in driving the company's brand standards and occupancy levels.

Legal/Ethical

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a submission for Disclosure to the Disclosure and Barring Service (formerly CRB) will be necessary.

Employer details: Barchester Healthcare, Melbourn, SG8 6FY. Website: https://www.barchester.com/