Resident Experience Manager

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

Benefits offered by this job

Healthcare (My Healthcare)

Annual leave 28 days

Pension plans

Employee discounts

Job summary

Bupa is seeking a Resident Experience Manager in Warren Lodge, Ashford, to enhance the resident experience and drive service excellence. You will own customer enquiries, lead a team, and ensure smooth show-arounds while maintaining a high standard of care and dignity for residents.

The role requires sales and customer service experience, leadership ability, and a compassionate approach. Benefits include comprehensive wellbeing and pension options as part of our employee programme.

Qualifications

• Experience in a sales- and customer-service led environment.
• Proven ability to innovate in customer service.
• Strong communication and relationship-building skills.

Responsibilities

• Own potential customer enquiries and follow ups; handle show-arounds.
• Conduct daily walk rounds to improve resident experience in the Home.
• Manage customer complaints liaising with residents, families and staff.
• Provide day-to-day support and guidance to the team and mentor others.
• Build lasting relationships with residents and their families.

Skills

Sales & customer service

Leadership

Communication skills

Job description

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 Be at the heart of helping people live longer healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality.