Customer Service Manager

NHS; Colchester; Remote; GBP 36,000; Full time

Job description

Job summary

The Customer Experience team at Barchester Healthcare have a great opportunity for a Customer Service Manager to join their team. The role involves managing the performance of an outsourced customer service contact centre team, as well as handling online reviews and social media customer contact. The role is primarily remote-based, with monthly visits to Newcastle and London.

Main duties of the job

As a Customer Service Manager, you will be responsible for driving the performance of the contact centre team, ensuring they deliver a high quality of service and meet KPIs and SLAs. You will lead effective and empathetic customer communication, solving complex issues with support from stakeholders. You will also oversee the service performance of the outsourced customer care team, and work to identify trends and opportunities to improve service levels. Additionally, you will manage online reviews and social media customer contact, ensuring a consistent brand tone of voice and a premium service.

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 a successful new builds programme that will see 10 new care homes opened each year for the next three years.

Date posted

19 April 2025

Pay scheme

Other

Salary

£36,000 a year

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

1284552511

Job locations

Barchester Healthcare, Colchester, CO4 5JR

Job responsibilities

The Customer Experience team have a great opportunity for a Customer Service Manager to join the Barchester family responsible for the performance of our outsourced customer service contact centre team, as well as a small internal team managing online reviews and all social media customer contact.

As a Customer Service Manager, you will drive performance of the contact centre via various channels. You will lead effective, empathetic customer communication and solve complex issues with support from stakeholders. You will oversee the service performance of the outsourced customer care team to ensure KPIs and SLAs are achieved and a high quality of service is delivered to customers. You will drive process and cultural improvement in operations through identifying trends and opportunities to improve service levels.

Role and responsibilities:

1. Ensuring the outsourced Customer Care Team deliver performance and a high quality of service.
2. Drive performance at the Contact Centre focused on commercial opportunity, removing waste calls and contacts where possible to focus on possible admissions to drive occupancy.
3. Ensure team leaders are reviewing calls and providing feedback and coaching to team members to drive quality improvements.
4. Ensure optimum use of the ConneX CRM system at the Contact Centre as main first point of contact.
5. Manage online reviews and all social media customer contact from customers ensuring any comments are in line with the BHC tone of voice and support a premium service.
6. Work with 3rd party company to ensure Interactive Voice Recording (IVR) is fit for purpose.
7. Monitor, measure and review your team’s performance, recognising great contributions, provide constructive feedback and handle any performance issues effectively.
8. Promote, support and plan the continuous development of your team, utilising standard programmes and other resources.
9. Identify change, drive continuous improvement and lead initiatives to simplify and streamline our processes.
10. Support and continuously improve our industry leading customer relationship management system that supports us to grow our communities by building trust and enabling meaningful conversations.

Required skills and experience:

1. Understand brand tone of voice and able to write in line with set minimum standards.
2. Demonstrate an exceptional ability to handle customer complaints and difficult conversations effectively in a previous role.
3. Have customer journey mapping experience particularly on contact centres and complaints journeys.
4. Have keen attention to detail.
5. Ability to effectively prioritise workload.
6. Self-motivated, target driven and a creative thinker.
7. Confident in managing the performance of a larger team to deliver results and outstanding premium care.

Rewards package:

£36,000 per annum, Generous car allowance of £6.5k, Annual bonus, 25 days holiday plus bank holidays, Life cover, Access to a wide range of retail and leisure discounts at big brands and supermarket, Confidential and free access to counselling and legal services.

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.

Employer details

Employer name: Barchester Healthcare

Address: Barchester Healthcare, Colchester, CO4 5JR

Employer's website: Barchester Healthcare