Customer Relationship & Admissions Coordinator

Amicacare; Taunton; On-site; GBP 25,000 - 35,000; Full time

Job summary

Amica Care is recruiting a Customer Relationship and Admissions Coordinator to shape the customer journey from first enquiry to admission. You will be the warm, trusted contact for prospective residents, families and representatives, bridging Marketing & Communications with Operations to maximise occupancy and deliver outstanding service.

You will maintain CRM records, support tours and pre-admission activity, monitor enquiry volumes and performance, and collaborate with referral partners to

Qualifications

• Experience in a customer-facing role managing the full customer journey.
• Strong communication, organisation and follow-up abilities.
• Proficient with CRM systems, data and performance reporting.

Responsibilities

• Own and coordinate enquiries from initial contact through to admission.
• Build trusted relationships with prospective residents and families.
• Support tours, assessments and pre-admission activities.
• Maintain CRM records, waiting lists and occupancy pipelines.
• Monitor enquiry volumes and occupancy trends.
• Develop relationships with health, social care and community partners.
• Support campaigns and share positive stories to raise awareness.
• Use feedback to improve the enquiry and admissions experience.

Skills

Customer-facing experience

Excellent communication

Organisational skills

CRM usage

Follow-up skills

Driving licence

Education

Marketing / Customer service / Business Administration / Sales qualification

Tools

CRM systems

Job description

Customer Relationship and Admissions Coordinator

A brand-new role shaping the customer journey across Amica Care

Make a meaningful first impression

We are looking for an exceptional Customer Relationship and Admissions Coordinator to join our Marketing & Communications / Operations team and report to the Marketing Manager. You will take ownership of the enquiry and admissions journey across Amica Care, a not-for-profit organisation, helping to establish best practice, strengthen relationships and connect more people with the right care and support.

You will be a warm, trusted and responsive point of contact for prospective residents, families and representatives—from their first enquiry through visits, assessment and admission. Working across Marketing & Communications and Operations, you will combine compassionate customer care with organised follow-through and a clear focus on occupancy.

What you’ll do

• Own and coordinate enquiries from initial contact through to admission.
• Build trusted relationships with prospective residents, families and representatives.
• Support care home tours, assessments and pre-admission activity, ensuring visitors feel welcomed and informed.
• Maintain accurate CRM records, waiting lists and future occupancy pipelines.
• Monitor enquiry volumes, response times, conversion rates, referral sources and occupancy trends.
• Develop relationships with health, social care and community referral partners.
• Support campaigns, events, reviews and positive stories that build awareness of Amica Care.
• Use customer feedback and performance insight to improve the enquiry and admissions experience.

What you’ll bring

You will be a confident, compassionate relationship-builder with strong organisation and customer-service skills.

• Experience in a customer-facing role, managing relationships, enquiries and the complete customer journey.
• Excellent communication, organisation and follow-up skills.
• Confidence using CRM systems, data and performance reports.
• Full UK driving licence and willingness to travel.
• A qualification in marketing, customer service, business administration or sales is desirable.

This role attracts a basic salary plus eligibility for bonus-related pay linked to agreed enquiry conversion, occupancy and/or admissions performance measures. Any bonus arrangement will be subject to the terms of the scheme in place.

Ready to make a difference?

If you are motivated by creating an exceptional experience for people making important care decisions—and excited by the opportunity to shape a brand-new role,we would love to hear from you.

Closing date: 22 November 2026

Please note: We reserve the right to close this vacancy before the advertised closing date and therefore encourage early applications.

Unfortunately, we are unable to offer sponsorship for this role.

Amica Care is a Disability Confident Employer.

Amica Care is committed to safeguarding and promoting the welfare of vulnerable adults. Successful applicants will be subject to safer recruitment processes, including a Disclosure and Barring Service (DBS) check.