Customer Experience and Sales Learning Specialist

HealthJobs4U Ltd; Salisbury; Hybrid; GBP 48,000; Full time

Job summary

A healthcare services provider is seeking a Sales and Customer Experience Learning Specialist to improve training and sales conversion in their care homes. This remote role involves substantial travel and aims to enhance customer experiences through effective learning solutions. Candidates should have a proven record in sales training and strong consultative skills. Benefits include a competitive salary of £48,000, a £6.5k car allowance, and various generous perks.

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 and legal services

Qualifications

• Demonstrable growth in commercial success as a result of learning interventions.
• Experience in Learning and Development, focusing on sales.
• Full UK driving licence required.

Responsibilities

• Understand and improve the enquiry to admission journey.
• Identify conversion points in the customer journey.
• Develop training materials aligned with brand standards.
• Support blended training delivery.

Skills

Sales conversion skills

Customer experience design

Training delivery

Consultative relationships

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 role offers a great opportunity for a passionate and self-motivated sales individual keen to work in-house and focus on driving Barchester's brand standards.

Your role involves the effective delivery of learning solutions across Barchester Healthcare that aim to drive high occupancy levels through converting prospective care home residents and short-stay clients into permanent residents.

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 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 the 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 that drive commercial performance
• Develop a suite of training materials aligned with Learning and Development and Barchester's 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 blended training delivery, working with operators to determine the best methods
• Travel nationally as required for face-to-face training sessions
• Create learning environments with appropriate tools & systems for effective learning
• Ensure high-quality training preparation and delivery
• Implement training modules into the Barchester Learning and Development platform and HRIS, including testing and pilots
• Maintain resources supporting current and future leaders in sales and occupancy success in Customer Experience and Learning & Development
• 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 at major brands and supermarkets
• Free access to medical specialists for second opinions
• Confidential and free counselling and legal services

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