Resident Experience Manager

Bupa UK; Ashford; On-site; GBP 36,000 - 46,000; Full time

Benefits offered by this job

My Healthcare

Annual allowance

Sick pay scheme

Free meal on shift

28 days holiday

Long service rewards

Wagestream access

Pension plans

Parental leave

Menopause Plan

Gym discounts

Job summary

Bupa UK is seeking a Resident Experience Manager for our Warren Lane home in Ashford. You will own customer inquiries, drive show-around negotiations, and lead a team to deliver outstanding resident experiences.

Role involves daily rounds to boost satisfaction, handling complaints, and mentoring staff to promote independence, dignity and community. Strong communication and leadership are essential for success within a care-home setting.

Qualifications

• Experience in a sales and customer-service led environment with a track record of service innovation.
• Strong communication skills and ability to build trusted relationships.
• Proven leadership and mentoring ability with delegation.
• Excellent time management and workload prioritisation.
• Compassionate team player focused on residents’ independence and dignity.

Responsibilities

• Own and respond to customer inquiries (walk-ins and calls) and lead sales negotiations during show-arounds.
• Conduct daily rounds to enhance resident experience across the home (showrooms, dining, lounge, reception).
• Manage complaints and liaise with residents, families and staff to resolve issues.
• Provide day-to-day guidance to the team and promote resident independence, choice and dignity.
• Build lasting relationships with residents and families and foster a sense of community in the home.

Skills

Sales and CS oriented

Effective communicator

Leadership and mentoring

Time management

Team player with care

Job description

Resident Experience Manager

Job Description

Job title: Resident Experience Manager

Location: Warren Lane, Ashford TN24 8UF.

Salary: £35,588-£46,467 per annum, Depending on experience.

Contract: 40 hours per week.

Shift Pattern: Monday - Friday, Occasional night visits or weekend work may be required.

We make health happen

Here at Bupa we support those when they need it the most. Our care homes are dedicated to delivering person-centred care, supporting independence and honouring choice to help our residents live their best lives.

You’ll Help Us Make Health Happen By

• You’ll take ownership of all potential customer enquiries (walk ins or telephone enquiries, data capture, and follow ups) and be responsible for sales negotiations during any show-arounds that may happen
• Completing a daily walk round, you’ll focus on enhancing the customer experience in the Home, including checking showrooms, dining rooms, lounge, reception and speaking to residents
• Manage any customer complaints or issues as they arise, liaising with residents, families and staff as appropriate
• Drawing on your customer service experience, you’ll provide day to day support and guidance to the team - promoting our residents' independence, choice and dignity
• You’ll build lasting relationships with the residents and the people they care about, as well as caring about the home itself - fostering a sense of community

Key Skills / Qualifications Needed For This Role

• Experience of working within a sales and customer service led environment, with a track record of providing customer service innovation
• An effective communicator who’s able to build strong and honest relationships with people
• You’re a natural leader, someone who’s ready to share their experience – leading and mentoring a team with the ability to delegate effectively
• Someone with excellent time management who can effectively prioritise their workload
• A respectful and compassionate team player with the belief in giving your personal best

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• My Healthcare - Quick, easy access to support, advice, and treatment for a variety of health-related issues, including remote GP appointments, physiotherapy and mental health support – all available via one phone number 24/7
• Annual allowance which you can redeem against a menu of Bupa healthcare products, all to the approximate value of £350
• We offer a sick pay scheme to our frontline teams, as an addition to statutory sick pay, to help provide some reassurance and financial support during longer absences.
• Free meal on every shift
• 28 days holiday
• Long service - For every milestone at Bupa we will reward you with ecards, extra holidays and money!
• Interest-free annual travel loan to enable the purchase of public transport annual season tickets
• Wagestream - Have early access to up to 40% of your earned wages within minutes
• We offer a range of Bupa pension plans – find out more on our career site
• Parental leave - We have schemes for adoption, birth parents and co parents -find out more on our career site
• Menopause Plan - Specifically designed to empower women to seek advice, choose their treatment and take control of their health
• Access to discounts at a wide variety of gyms and fitness facilities across the UK

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Time Type

Full time

Job Area

Locations:

Warren Lodge

Locations: Warren Lane, Ashford TN24 8UF.