Luxury Care Home - Customer Relations Lead

Crystal Care Homes (2) Limited; Marchwood; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Induction training

Blue Light Card

Enhanced DBS check

Refer a Friend bonus

Professional development

Hybrid working

Growth opportunities

Employee benefits

Job summary

Crystal Care Collection is seeking a Customer Relations Manager for Merceode Lodge in the UK to lead enquiry management and local marketing, guiding prospective residents from first enquiry through to moving in. You will work with the General Manager to grow occupancy and strengthen community presence while delivering exceptional customer experiences.

You will develop partnerships, organise events and manage marketing initiatives, ensuring every interaction reflects warmth, professionalism and

Qualifications

• Has previous experience in sales, marketing, customer relations or business development, ideally within health or social care.
• Is an exceptional communicator with outstanding interpersonal skills.
• Enjoys building relationships and establishing trust with families, professionals and colleagues.
• Has a proactive, organised and results-driven approach.
• Is confident networking and representing the organisation within the local community.
• Can manage multiple priorities while delivering an exceptional customer experience.
• Demonstrates professionalism, compassion and integrity in every interaction.
• Shares our values of compassion, thoughtfulness, integrity and excellence.

Responsibilities

• Act as the primary point of contact for prospective residents and families from enquiry through admission.
• Deliver engaging and personalised home tours, showcasing the luxury environment and services.
• Develop and maintain relationships with local healthcare professionals, charities and referral partners.
• Generate high-quality enquiries through networking, community engagement and local marketing.
• Plan and host events within the home and represent Crystal Care Collection at external events.
• Maintain a database of prospective residents, delivering regular communications via newsletters and digital marketing.
• Ensure enquiries are managed promptly and recorded in the CRM system.
• Nurture each enquiry through the customer journey to convert interest into admissions.

Job description

Crystal Care Collection is seeking a Customer Relations Manager for Merceode Lodge in the UK to lead enquiry management and local marketing, guiding prospective residents from first enquiry through to moving in. You will work with the General Manager to grow occupancy and strengthen community presence while delivering exceptional customer experiences.

You will develop partnerships, organise events and manage marketing initiatives, ensuring every interaction reflects warmth, professionalism and