National Customer Relationship Manager System Lead

Barchester Healthcare; London; Remote; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a National Customer Relationship Manager System Lead to spearhead the development of a bespoke customer relationship system. This pivotal role involves managing a team to ensure seamless implementation and continuous improvement, directly impacting customer satisfaction and commercial growth. With a focus on problem-solving and project management, you will collaborate with various teams to enhance the system's functionality. This permanent position offers a competitive salary and a range of impressive benefits, including flexible remote working and a generous car allowance. Join a mission-driven organization committed to providing exceptional care and support to vulnerable individuals.

Benefits

10% annual bonus

Generous car allowance

25 days annual leave plus bank holidays

Flexible, remote working

Retail and leisure discounts

Free access to medical specialists

Confidential access to counselling and legal services

Qualifications

• Experience in adult social care with ongoing professional development.
• Proficiency in Salesforce and system development.

Responsibilities

• Oversee development and improvement of the CRM system.
• Act as escalation point for resolving issues and improving the system.

Skills

Problem-solving skills

Project management

Change management

Customer experience

Enquiry management

Education

Professional experience in adult social care

Evidence of continuing professional development

Tools

Salesforce

Job description

National Customer Relationship Manager System Lead

With over 25 years' experience, over 250 care homes, and six independent hospitals, Barchester is one of the UK's foremost care providers. Our mission is to provide the best possible person-centred care to elderly and vulnerable people, and we have an exciting opportunity for a National Customer Relationship Manager System Lead to join us to achieve this goal.

In this key position, you will lead the development and implementation of the Barchester bespoke customer relationship system and processes in support of our commercial growth and customer satisfaction targets. You will oversee the day to day delivery of the implementation of the system, ensuring that the programme meets timelines and objectives. You will lead a team of implementers who will ensure the implementation runs smoothly and provide practical and hands-on support to encourage the full adoption of the new system and continuous improvement of functionality and driving competency of newly delivered development.

Benefits

This is a permanent, predominantly remote position with regular travel across the UK. We are offering an impressive rewards and benefits package, including:

1. Competitive starting salary
2. 10% annual bonus
3. Generous car allowance
4. 25 days annual leave, plus bank holidays
5. Flexible, remote working
6. Unlimited access to our generous refer a friend scheme, earning up to £500* per referral
7. Access to a wide range of retail and leisure discounts at big brands and supermarkets
8. Free access to medical specialists, who are available for a second opinion if you need to make a decision with confidence
9. Confidential and free access to counselling and legal services

Required Experience And Qualifications

1. Demonstrate professional experience in adult social care and evidence of continuing professional development
2. Experience of Salesforce
3. Knowledge in system development, customer experience, enquiry management, admission processes
4. Excellent problem-solving skills, with project and change management skills
5. Full UK driving license with ability to work nationally and travel regularly to London

Role And Responsibilities

1. Oversee development and continuous improvement of the customer relationship management system
2. Act as escalation point for resolving issues and identify opportunities to improve the system
3. Develop clear scope for the system to ensure it meets the current and future business needs
4. Ensure system complies with regulations, standards, and best practices in line with business values and mission statement
5. Understand and address underlying problems, opportunities or political forces affecting the project in order to achieve the best possible outcomes for residents and patients
6. Oversee the day to day management of the project phases ensuring delivered on time and within budget
7. Support management and professional development of staff
8. Utilise influencing strategies, tailored to individual situations, to reduce resistance and ensure buy-in to the new system
9. Work in partnership with the Customer Experience and Marketing teams, IT teams, and Operational colleagues to enable the holistic support approach to enquiry management and customer management
10. Provide CRM system representation with relevant members of the SMT
11. Prepare and deliver presentations and workshops internally and externally to senior and large forums
12. Ensure that staff are engaged with all the aspects of the system and improve business performance.
13. Develop plans and content to ensure users are adequately trained to use system effectively

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Sales and Business Development

Industries

Hospitals and Health Care