Customer Experience Executive

Barchester Healthcare; United Kingdom; On-site; GBP 25,000 - 40,000; Full time

Benefits offered by this job

Access to retail and leisure discounts

Wellbeing support

Supportive team environment

Job summary

Barchester Healthcare is seeking a passionate Customer Experience Executive to enhance our customer journey. This role involves analyzing customer feedback and insights to improve our service standards and manage improvement projects collaboratively.

The ideal candidate has strong project management skills and a CCXP qualification, with a focus on making impactful changes. The role is vital for supporting our commitment to quality care and customer satisfaction.

Join us at Barchester and be part of a supportive team that values progression and offers excellent benefits!

Qualifications

• Experience in project management and customer experience delivery.
• Understanding of customer experience design and journey mapping.
• Self-motivated, target driven, and a creative thinker.
• Proven ability to change organizational cultures.

Responsibilities

• Review insights from customer experience programs and suggest improvements.
• Collaborate with stakeholders to enhance service accountability.
• Map the customer journey and identify improvement areas.
• Support the continuous improvement of the customer relationship management system.

Skills

Project management

Customer experience delivery

Analytical skills

Communication skills

Relationship-building

Education

CCXP qualification or similar

Job description

Barchester’s Customer Experience team are looking for a passionate and proactive Customer Experience Executive to help shape and improve every stage of our customer journey. In this role, you will use insight, feedback, and data to identify opportunities that enhance the experience our customers have with us. Your work will directly support our reputation for quality care and contribute to achieving occupancy targets across our communities.

You’ll take ownership of improvement projects from idea through to delivery, working collaboratively with stakeholders across the business and influencing positive change that leads to exceptional customer experiences.

Key Responsibilities

• Review insights from insight programmes including but not limited to mystery shopping/calling/emailing to identify opportunities to improve the enquiry management process
• Review customer feedback and work with key stakeholders to improve service in their areas of accountability
• Identify opportunities to embed and enhance the standards within our Care and Life Enrichment Framework (CLEF)
• Work collaboratively to map the customer journey. Identify any pain points, areas of focus and subsequent actions required to deliver improvements for the customer
• Support and continuously improve our industry leading customer relationship management system that supports
• Work with the Divisional Sales and Marketing Managers and Regional Directors on best practice
• Work with suppliers to ensure costs are maintained within agreed, contracted budgets
• Help to identify appropriate solutions providers and external agency/consultant support as appropriate

Requirements

• Have experience of project management and customer experience delivery
• Have an understanding customer experience design and change implementation, specifically customer experience journey mapping
• Be quality and customer focused, self-motivated, target driven, and a creative thinker
• Have excellent analytical, communication, presentation, and relationship-building skills
• Proven experience of changing cultures in organisations and creating customer mindset
• CCXP qualification or similar

Rewards Package

• Access to a range of retail and leisure discounts
• Access to a range of wellbeing support and Best Doctors Service
• Opportunity to develop within a hugely supportive team

Barchester have proudly been awarded a two-star outstanding rating by Best Companies, ranked 11th in the top 20 Best Health & Social Care Companies to work for and 14th in the Top 25 Best Big Companies to Work For in the UK. If you are looking to develop a career with an employer that is supportive and offers progression opportunities, Barchester is an empowering and rewarding place to be.