Customer Relations Manager

Westgate Healthcare; Stoke Mandeville; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading care provider in Stoke Mandeville is seeking a Customer Relations Manager to enhance occupancy levels in their homes. The role involves managing inquiries, building relationships, and ensuring a smooth transition for new residents. Ideal candidates possess strong customer service and sales skills, with a passion for care and community engagement. This position offers access to unique employee benefits and opportunities for professional development.

Benefits

Access to employee discount schemes

Refer a Friend Scheme

Support for qualifications and training

Wellbeing support through The Care Workers Charity

Qualifications

• Proven experience in customer relations/sales, ideally within care or hospitality sectors.
• Confident in managing multiple priorities across two sites.
• The right to live and work in the UK.

Responsibilities

• Manage the enquiry process from start to finish.
• Ensure timely responses to prospective clients.
• Collaborate with the wider home team for seamless transitions.

Skills

Customer relations experience

Sales skills

Communication skills

Organizational skills

Attention to detail

Customer service

Job description

We're looking for a Customer Relations Manager to join our team, supporting two of our key care homes in Aylesbury. In this pivotal role, you'll take the lead on generating, managing, and converting enquiries to ensure our homes achieve and maintain strong occupancy levels. You'll play an essential part in creating an exceptional first impression for prospective residents and their families, guiding them through every step of their journey with warmth, professionalism, and care. You will work closely with the Home Manager, Group Sales Manager and Head of Sales and Marketing to generate enquiries, convert them into resident admissions and ensure our residents' moving in process is smooth and efficient, whilst promoting a positive and enjoyable lifestyle for them. We are looking for someone with excellent customer service and sales skills, who can drive results to maximise revenue whilst demonstrating care and compassion for our current and prospective residents.

Responsibilities

• Manage the enquiry process from start to finish, be the first point of contact, ensure follow ups are prompt and effective, arrange and conduct engaging show rounds, providing a welcoming and informative experience for potential residents and their families.
• Ensure all prospective clients have been responded to in a timely manner and ensure accurate recording of all stages of the enquiry on Care HQ, to ensure accurate data for reporting.
• Collaborate with the wider home team to ensure a seamless handover of each customer's journey and a positive move-in experience.
• Build strong relationships with local stakeholders including hospitals, charities, community groups, and other key partners.
• Drive occupancy growth through proactive marketing, organisation of local events and community engagement.
• Support the development and delivery of local engagement initiatives to enhance the home's visibility and reputation within the wider community.
• Meet with the Home Manager regularly to review progress and discuss upcoming plans and objectives.
• Attend twice weekly occupancy calls to provide clear information on sales and marketing activity.
• Work closely with the Home Manager and Sales and Marketing team to ensure appropriate localised community engagement and marketing activities to generate brand awareness.

Qualifications & Skills

• Proven experience in customer relations/sales, ideally within care or hospitality sectors.
• Ideally an understanding of fee sources and structures in the care sector.
• A natural communicator who can build trust and rapport with families and stakeholders alike.
• Organised, proactive, and target-driven with excellent attention to detail.
• Confident in managing multiple priorities across two sites.
• Passionate about delivering outstanding customer service and promoting the values of care, compassion, and community.
• The right to live and work in the UK.
• Clean driving licence and access to a vehicle for business use.

Benefits

• Improve your financial wellness and flexibility with Stream; access your wages before pay day and enjoy exclusive discounts at a variety of the UK's favourite shops.
• Access to the Blue Light Card (employee discount scheme).
• Access to other discount schemes; Byond Prepayment Card (employee cashback card), Extras Discounts (employee discount scheme) and Cycle to Work Scheme.
• Refer a Friend Scheme - earn up to £500 for a successful referral!
• Internal and external employee recognition schemes (e.g. Employee of the Month and Long Service) and team building social events.
• Support in achieving additional qualifications, including nationally recognised qualifications.
• Access to financial and wellbeing support through The Care Workers Charity.
• Comprehensive staff induction with free training and professional development.