Resident Experience & Occupancy Lead

New Way Recruitment LTD; Hutton; On-site; GBP 42,000 - 45,000; Full time

Job summary

New Way Recruitment is supporting a high-quality residential care service in Brentford with the appointment of an experienced Customer Relations Manager. You will own the customer journey from enquiry to admission, building strong relationships with residents, families and professionals, while helping to maintain occupancy and showcase the service’s values.

The role requires a compassionate, commercially minded professional with excellent communication and relationship-building skills, and a

Qualifications

• Experience in customer relations, sales, business development or admissions in care or related fields.
• Understanding of the residential care customer journey.
• Passion for supporting older people and their families.
• Ability to convert enquiries into admissions and achieve targets.

Responsibilities

• Lead and manage the enquiry-to-admission journey, converting enquiries into admissions while maintaining a person-centred approach.
• Build trusted relationships with prospective residents, families and professional referrers.
• Develop local referral networks and partnerships to generate new enquiries.
• Conduct engaging tours and consultations, communicating the service's care offering and values.
• Maintain records of enquiries, leads, conversions and customer activity.
• Monitor occupancy, conversion rates and pipeline performance for growth opportunities.
• Collaborate with Home Manager and leadership to support occupancy and business development.
• Develop local marketing and community engagement opportunities.
• Gather and respond to customer feedback, ensuring families feel listened to and valued.
• Support a positive customer experience before, during and after admission.
• Represent the service professionally at events and in the community.
• Ensure activity remains compliant and aligned with high standards of care.

Skills

Customer relations

Care journey

Empathy

Communication

Commercial awareness

Confidence with families

Organisation

Problem solving

Team collaboration

Job description

New Way Recruitment is supporting a high-quality residential care service in Brentford with the appointment of an experienced Customer Relations Manager. You will own the customer journey from enquiry to admission, building strong relationships with residents, families and professionals, while helping to maintain occupancy and showcase the service’s values.

The role requires a compassionate, commercially minded professional with excellent communication and relationship-building skills, and a