Customer Relations Manager

New Way Recruitment LTD; Hutton; On-site; GBP 42,000 - 45,000; Full time

Job summary

New Way Recruitment is supporting a high-quality residential care service in Brentford with the appointment of an experienced Customer Relations Manager. You will own the customer journey from enquiry to admission, building strong relationships with residents, families and professionals, while helping to maintain occupancy and showcase the service’s values.

The role requires a compassionate, commercially minded professional with excellent communication and relationship-building skills, and a

Qualifications

• Experience in customer relations, sales, business development or admissions in care or related fields.
• Understanding of the residential care customer journey.
• Passion for supporting older people and their families.
• Ability to convert enquiries into admissions and achieve targets.

Responsibilities

• Lead and manage the enquiry-to-admission journey, converting enquiries into admissions while maintaining a person-centred approach.
• Build trusted relationships with prospective residents, families and professional referrers.
• Develop local referral networks and partnerships to generate new enquiries.
• Conduct engaging tours and consultations, communicating the service's care offering and values.
• Maintain records of enquiries, leads, conversions and customer activity.
• Monitor occupancy, conversion rates and pipeline performance for growth opportunities.
• Collaborate with Home Manager and leadership to support occupancy and business development.
• Develop local marketing and community engagement opportunities.
• Gather and respond to customer feedback, ensuring families feel listened to and valued.
• Support a positive customer experience before, during and after admission.
• Represent the service professionally at events and in the community.
• Ensure activity remains compliant and aligned with high standards of care.

Skills

Customer relations

Care journey

Empathy

Communication

Commercial awareness

Confidence with families

Organisation

Problem solving

Team collaboration

Job description

Hutton, United Kingdom | Posted on 08/19/2026

Make a meaningful difference while driving occupancy, reputation and relationships.

New Way Recruitment is delighted to be supporting a high-quality residential care service in Brentford with the appointment of an experienced Customer Relations Manager . This is an excellent opportunity for a commercially minded, compassionate professional who understands that successful care is built on trust, communication and exceptional customer experience.

The Role

You will take ownership of the customer journey from initial enquiry through to admission, building strong relationships with prospective residents, families, professionals and key stakeholders. Working closely with operational teams, you will help ensure the service maintains strong occupancy while presenting its care provision with authenticity, warmth and professionalism.

Key Responsibilities

• Lead and manage the enquiry-to-admission journey, converting enquiries into admissions while maintaining a person-centred approach.
  
• Build trusted relationships with prospective residents, families and professional referrers.
  
• Proactively develop local referral networks and professional partnerships to generate new enquiries.
  
• Conduct engaging tours and consultations, confidently communicating the service's care offering, values and lifestyle.
  
• Maintain accurate records of enquiries, leads, conversions and customer activity.
  
• Monitor occupancy, conversion rates and pipeline performance, identifying opportunities for growth.
  
• Work collaboratively with the Home Manager and wider leadership team to support occupancy and business development strategies.
  
• Develop effective local marketing and community engagement opportunities.
  
• Gather and respond to customer feedback, ensuring families feel listened to and valued.
  
• Support a consistently positive customer experience before, during and after admission.
  
• Represent the service professionally at events, meetings and within the local community.
  
• Ensure all activity remains compliant, ethical and aligned with high standards of care.
  

What You'll Bring

• Proven experience in a customer relations, sales, business development or admissions role, ideally within care, healthcare, hospitality or a similarly relationship-led environment .
  
• Strong understanding of the residential care customer journey.
  
• A genuine passion for supporting older people and their families.
  
• Excellent communication, influencing and relationship-building skills.
  
• Commercial awareness with a proven ability to achieve targets and convert opportunities.
  
• Confidence engaging with families during what can be an emotional and significant period in their lives.
  
• Strong organisation, follow-up and pipeline management skills.
  
• A professional, compassionate and solutions-focused approach.
  
• The ability to work collaboratively with senior operational teams.
  
• £42,000–£45,000 basic salary + commission
  
• Opportunity to make a genuine impact on residents' lives and family experiences.
  
• Supportive senior leadership environment.
  
• Genuine opportunity to influence occupancy and commercial performance.
  
• Professional development and career progression opportunities.
  
• Collaborative working culture.
  
• Opportunity to build and strengthen valuable professional relationships within the local community.
  
• A role where commercial success and compassionate care go hand in hand.
  

At New Way Recruitment, we believe in Heart-Led Hiring in Care . Guided by our ethos of “Recruiting with Care, Placing with Purpose” , we are committed to a recruitment experience where compassion meets opportunity.

Our promise is simple: a heart-led, confidential, and individually tailored approach for every candidate and client we support. You can be assured that our team handles every step of the process with integrity, understanding, and genuine care.