Customer Relations Manager

Crystal Care Group South East; Southampton; On-site; GBP 38,000 - 40,000; Full time

Benefits offered by this job

Full induction training

Blue Light Card

Enhanced DBS check

Refer a Friend bonus

Career progression

Supportive leadership

Job summary

Crystal Care Collection is seeking a Customer Relations Manager for Merceode Lodge in the Southampton area. You will guide prospective residents and families from first enquiry through admission, while supporting occupancy growth and strengthening local presence.

You will lead enquiry management, host tours, and build partnerships with local healthcare professionals, charities, and referral partners. The role requires exceptional communication, relationship-building and a passion for delivering

Qualifications

• Has experience in sales, marketing, customer relations or business development, ideally in health or social care.
• Exceptional communicator with outstanding interpersonal skills.
• Enjoys building relationships and trust with families, professionals and colleagues.
• Proactive, organized and results-driven.
• Confident networking and representing the organisation in the local community.
• Capable of managing multiple priorities while delivering an excellent customer experience.
• Displays professionalism, compassion and integrity in every interaction.
• Shares our values of compassion, thoughtfulness, integrity and excellence.

Responsibilities

• Act as the primary point of contact for prospective residents and families, guiding from initial enquiry through admission.
• Deliver engaging and personalised home tours, showcasing the environment and services.
• Develop and maintain relationships with local healthcare professionals, charities, community groups, schools and referral partners.
• Generate high-quality enquiries through networking and local marketing initiatives.
• Plan and host events within the home and represent Crystal Care Collection at external events.
• Maintain an accurate database of prospective residents and deliver regular communications via newsletters and digital marketing.
• Ensure enquiries are managed promptly and recorded in the CRM system.
• Nurture enquiries through the customer journey, converting interest into admissions.

Skills

Sales

Marketing

Customer relations

Business development

Interpersonal skills

Networking

Organized

Tools

CRM system

Job description

At Crystal Care Collection, we create luxury care homes where residents receive exceptional care and families find reassurance, trust and support at every stage of their journey.

We're looking for an enthusiastic and driven Customer Relations Manager to become the welcoming face of our Care Home Merceode Lodge, helping prospective residents and their families navigate one of life's most important decisions while supporting occupancy growth and strengthening our presence within the local community.

This is an exciting opportunity for someone who thrives on building relationships, enjoys networking and has a passion for delivering outstanding customer experiences.

About the Role

As Customer Relations Manager, you'll lead all aspects of enquiry management and local marketing, guiding prospective residents from their first enquiry through to moving into their new home.

Working closely with the General Manager and wider team, you'll develop community partnerships, organise events, manage marketing initiatives and ensure every interaction reflects the warmth, professionalism and excellence that defines Crystal Care Collection.

You’ll play a key role in growing occupancy while ensuring every family feels informed, supported and confident throughout their journey.

• Act as the primary point of contact for prospective residents and their families, providing guidance and support from initial enquiry through to admission.
• Deliver engaging and personalised home tours, showcasing the exceptional environment and services available.
• Develop and maintain strong relationships with local healthcare professionals, charities, community groups, schools and other referral partners.
• Generate high-quality enquiries through networking, community engagement and local marketing initiatives.
• Plan and host events within the home and represent Crystal Care Collection at external community events.
• Maintain and develop an accurate database of prospective residents, delivering regular communications through newsletters and digital marketing.
• Ensure all enquiries are managed promptly and professionally, maintaining detailed records within the CRM system.
• Nurture every enquiry through the customer journey, identifying opportunities to convert interest into admissions.

Support

• respite-to-permanent resident conversions through ongoing engagement with residents and families.
• Work with the marketing and PR teams to promote the home through social media, care home review platforms and local stories.
• Ensure show suites and communal areas are presented to the highest standard to reflect the luxury environment.
• Train and support colleagues to confidently handle enquiries and conduct home tours during evenings and weekends when required.
• Develop and implement a local marketing plan aligned with occupancy targets and business objectives.

We're looking for someone who:

• Has previous experience in sales, marketing, customer relations or business development, ideally within health or social care.
• Is an exceptional communicator with outstanding interpersonal skills.
• Enjoys building relationships and establishing trust with families, professionals and colleagues.
• Has a proactive, organised and results-driven approach.
• Is confident networking and representing the organisation within the local community.
• Can manage multiple priorities while delivering an exceptional customer experience.
• Demonstrates professionalism, compassion and integrity in every interaction.
• Shares our values of compassion, thoughtfulness, integrity and excellence.

Monday Friday9:00am 5:00pm40 hours per week

Flexibility may occasionally be required to support evening or weekend events and home tours.

Salary

£38,000 £40,000 per annum

What We Offer

• Full induction training programme
• Fully funded Blue Light Card
• Fully funded Enhanced DBS check
• Refer a Friend bonus scheme
• Ongoing professional development and career progression opportunities
• Supportive and collaborative leadership team
• The opportunity to make a meaningful difference to residents and families every day
• A rewarding role within a growing and forward-thinking organisation

Join Our Team

This is more than a sales role it's an opportunity to help families make one of the most important decisions of their lives while showcasing the exceptional care and environment that Crystal Care Collection provides.

If you're passionate about people, thrive on building relationships and want to play a key role in the success of a luxury care home, we'd love to hear from you.

We are currently unable to offer sponsorship.

Our screening and recruitment process is conducted in line with Crystal Care Collection's Safeguarding Policy.