Customer Service Manager

The Customer Experience team at Barchester Healthcare has an exciting opportunity for a Customer Service Manager to join their team. The role involves overseeing the performance of an outsourced customer service contact centre team, managing online reviews, and social media customer interactions. The successful candidate will drive performance, ensure high-quality customer service, and lead continuous improvement initiatives.

Main duties of the job

As the Customer Service Manager, you will be responsible for driving the performance of the outsourced customer service contact centre team, ensuring they deliver high-quality service and meet KPIs and SLAs. You will oversee the management of online reviews and social media customer interactions, maintaining a consistent brand tone and premium service. The role also involves identifying opportunities for process and cultural improvements to enhance the customer experience.

About us

Barchester Healthcare is one of the UK's leading healthcare providers, with over 250 care homes and hospitals across the country. The company is rapidly expanding, with plans to build and open 10 new homes each year for the next three years.

Job responsibilities

The Customer Experience team offers a great opportunity for a Customer Service Manager responsible for the performance of our outsourced contact centre team and a small internal team. You will manage online reviews (Google and CHUK) and all social media customer contact. This role involves working remotely with monthly visits to Newcastle and London.

As a Customer Service Manager, you will drive contact centre performance across various channels, lead empathetic customer communication, and resolve complex issues with stakeholder support. You will oversee service performance to ensure KPIs and SLAs are met, and high service quality is maintained. Additionally, you will identify trends and opportunities to improve service levels and drive process and cultural improvements.

Barchester Healthcare is the UK's second-largest healthcare provider, with ongoing expansion through new builds, opening 10 new homes annually for the next three years.

Role and responsibilities include:

• Ensuring the outsourced Customer Care Team delivers performance and high-quality service.
• Driving performance focused on commercial opportunities, reducing waste calls, and increasing admissions to improve occupancy.
• Reviewing calls and providing coaching to improve quality.
• Optimizing the use of the ConneX CRM system at the contact centre.
• Managing online reviews and social media interactions, ensuring alignment with BHC’s tone of voice and premium service standards.
• Collaborating with third-party companies to ensure IVR systems are effective.
• Monitoring team performance, recognizing achievements, providing feedback, and managing performance issues.
• Supporting team development and leading continuous improvement initiatives.
• Improving and supporting the customer relationship management system to foster trust and meaningful conversations.

Required skills and experience

• Ability to write in line with brand tone of voice and meet minimum standards.
• Exceptional customer complaint handling and conflict resolution skills.
• Experience in customer journey mapping, especially contact centres and complaint processes.
• Keen attention to detail and effective workload prioritization.
• Self-motivated, target-driven, and creative thinking abilities.
• Confidence in managing a larger team to deliver results and provide premium care.

Salary and benefits include:

• £36,000 per annum
• Generous car allowance of £6,500
• Annual bonus
• 25 days holiday plus bank holidays
• Life cover
• Access to retail and leisure discounts
• Confidential counseling and legal services

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Person Specification

Qualifications

• Experience managing a customer service team, with excellent communication and problem-solving skills.
• Strong prioritization and project management skills.
• Ability to work remotely.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure check will be required to identify any criminal convictions.