Customer Experience Manager

Barchester Healthcare; Cardiff; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Annual bonus

Contribution pension scheme

Company Car

Laptop & Mobile Phone

Life Cover

25 days annual leave plus public holidays

Job summary

Barchester Healthcare is seeking a Customer Experience Manager to redefine how customers are prioritized in its care services. You'll design and oversee resident experiences, while collaborating with teams to enhance well-being and occupancy levels.

The role requires excellent project management and communication skills, with a focus on delivering change. A competitive salary and excellent benefits such as an annual bonus, pension contributions, and a company car are included.

This is a wonderful opportunity for growth in a supportive environment.

Qualifications

• Experience in customer experience design and implementation.
• Strong organization and self-motivation skills.
• Ability to deliver engaging presentations.

Responsibilities

• Redefine how customers are prioritized in care.
• Collaborate with various teams to enhance resident experience.
• Manage projects with commercial awareness.

Skills

Project management skills

Excellent communication skills

Analytical skills

Creative problem solving

Job description

ABOUT THE ROLE

As a Customer Experience Manager at Barchester, you’ll redefine how we put our customers first so that each and every one can benefit from our high-quality, person‑centred service. We’ll look to you to design, drive and oversee the resident experience, looking at how the living experience can deliver enhanced resident well‑being – all to drive our reputation and occupancy levels. A big part of this will be working with teams across our organisation to understand what’s important to residents and how we cater for individual needs, ensuring we give colleagues the tools to deliver. Day‑to‑day, you could be identifying areas for improvement with our Director of Customer Experience and Marketing, working closely with Operations, the dementia team, the regulation team, or collaborating with our Learning and Development team to specify training requirements.

All of your projects will support our business ambitions – and that means you’ll be able to prioritise short‑term wins and long‑term propositions, work within an agreed budget and understand their commercial impacts. Above all, as a Customer Experience Manager, you’ll be committed to delivering and embedding first‑class initiatives that truly make a difference to our customers.

Although this is an office‑based role, you will be expected to travel and spend significant time helping priority homes along with the Divisional Support team and Operations.

ABOUT YOU

You’ll need project management skills and a real understanding of excellent communication skills and a desire to drive change to join us as Customer Experience Manager. It’s also desirable that you have a background in customer experience design and implementation paired with strong analytical skills. You’ll be able to show us that, even under pressure, you’re organised, self‑motivated and creative – with an unwavering focus on quality. We’re looking for someone who knows how to connect with a variety of people and deliver engaging presentations, both internally and externally. Given the regular travel involved, a full UK driving licence is also required.

REWARDS PACKAGE

As well as a competitive salary, Barchester offers one of the best rewards packages in the care sector. Your generous benefits would include:

• Annual bonus
• Contribution pension scheme
• Company Car
• Laptop & Mobile Phone
• Life Cover
• 25 days annual leave plus public holidays.

You’ll also have plenty of opportunity to grow your career in a large organisation with a warm and supportive environment.

If you’d like to use your project management and people skills in an organisation that provides the quality care you’d expect for your loved ones, this is an empowering and rewarding place to be.