Customer Relationship Manager - South of England

NHS; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading healthcare organization seeks a Customer Relationship Manager to enhance care home occupancy across the South of England. Ideal candidates will excel in sales and marketing, have strong communication skills, and show empathy to clients in sensitive situations. This role involves travel and collaboration across departments, offering an opportunity to make a meaningful impact on the care experience.

Benefits

Car allowance

Uncapped commission scheme

Mobile phone

Laptop

Free training and development

Qualifications

• Track record in sales and marketing for Customer Relationship Management.
• Self-motivated with strong communication.
• Empathy towards customers in challenging situations.

Responsibilities

• Boost occupancy at care homes through marketing.
• Strengthen web presence and manage enquiries.
• Conduct customer satisfaction research and provide feedback.

Skills

Sales and marketing

Interpersonal skills

Networking

Communication

Education

Experience in multi-site marketing activities

Knowledge of care and health industry

Job description

Customer Relationship Manager - South of England

As a Customer Relationship Manager at Barchester, you'll play a crucial role in building the reputation of their care homes and driving occupancy, particularly in the private sector. You'll work closely with teams across the South Division to boost the homes' online presence, improve enquiry management, and develop targeted marketing and community engagement activities. With your sales and marketing expertise, you'll help connect residents in need of quality care with Barchester's outstanding services, making a real difference to people's lives.

Main duties of the job

In this role, you'll be responsible for supporting care home teams in the South Division to grow their occupancy, with a focus on private residents. This will involve strengthening the homes' web presence, optimizing the enquiry management process, and liaising with General Managers to ensure a rapid response to pre-admission assessments. You'll also be tasked with developing strong sales and marketing teams in the homes, helping them to tap into knowledge about local community groups and overseeing the planning of targeted events and activities. Additionally, you'll conduct customer satisfaction research to identify areas for improvement in the conversion process and provide feedback to the wider leadership team. Regular travel is required for this home-based role.

About us

Barchester Healthcare is a leading provider of high-quality care homes in the UK, offering residential, nursing, dementia, and specialist care services. With a focus on delivering personalized care and supporting residents to live fulfilling lives, Barchester is committed to maintaining its reputation for excellence across its network of care homes.

Job responsibilities

ABOUT THE ROLE As a Customer Relationship Manager at Barchester, you'll help us to build the reputation of our homes to ensure they're a success. It'll be your responsibility to support teams across care homes in our South Division to grow their occupancy with a focus on private occupancy. You'll do that by boosting their reputation for quality care within local communities and showcasing their best qualities to prospective residents and their families.

Day-to-day, you could be strengthening the home's web presence, improving the enquiry management process or liaising with General Managers (GMs) to ensure a rapid response to pre-admission assessments. We'll also rely on you to develop strong sales and marketing teams in homes, helping them to tap into knowledge about local community groups and you'll oversee these homes in putting together a programme of events and activities targeted at these groups.

You'll carry out customer satisfaction research to pinpoint areas that can be improved in the conversion process and provide feedback to our wider leadership team, as well as weekly updates on live enquires and community engagement. As a Customer Relationship Manager, you'll help connect us with residents who need quality care and support, making a real difference to their lives.

ABOUT YOU You'll have an impressive track record in sales and marketing, managing enquiries and general networking to join us as a Customer Relationship Manager. It's also important that you have experience in the delivery of multi-site marketing activities, as well as delivering against targets ideally but not essentially with experience in the care and health industry. As a self-motivated individual with a creative mindset, you'll be able to work as part of a multi-functional team.

We're looking for someone who can be empathetic towards customers who are experiencing an emotional and challenging journey. That means you'll have excellent communication and interpersonal skills too. This role requires you to work from home with regular travel, so it's essential that you have a willingness to travel and full driving licence.

REWARDS PACAKGE As well as a competitive salary, we can offer you impressive benefits, including a car allowance, uncapped commission scheme, mobile phone, laptop, and free training and development. You'll have plenty of opportunity to grow your career in a large organisation that's renowned for its warm and supportive environment.

If you'd like to use your organisational 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.

Person Specification

Qualifications

• You'll need an impressive track record in sales and marketing, managing enquiries, and general networking to join us as a Customer Relationship Manager. Experience in the delivery of multi-site marketing activities and ideally some knowledge of the care and health industry would be beneficial. As a self-motivated individual with a creative mindset, you'll be able to work effectively as part of a multi-functional team. Strong communication and interpersonal skills are essential, as you'll need to be empathetic towards customers who are often in emotional and challenging situations.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.