About this role
Job summary The Customer Care Manager position at Barchester Healthcare involves managing and resolving customer complaints across the UK. The role primarily involves investigating unresolved complaints, ensuring high-quality written responses, and facilitating appropriate resolutions. Responsibilities include carrying out investigations into allegations of non-compliance, reviewing complaints correspondence, liaising with managers for satisfactory resolution at local levels, and providing investigative support and recommendations post-investigation. The role contributes to developing strategies and processes to meet business and operational needs, conducting root cause analyses, driving cultural and performance changes, and escalating serious concerns to the relevant authorities when necessary. It offers a flexible home-based role with occasional travel requirements.
Main duties of the job As a Customer Care Manager at Barchester Healthcare, you will provide courteous, empathetic support to customers across the UK. Your role involves managing unresolved complaints, ensuring high standard written responses, and aiding in facilitating resolutions within the given timeframe. Essential duties include conducting investigations into care delivery non-compliance, reviewing correspondence to ensure policy adherence, supporting local resolution efforts, providing post-investigation recommendations, and contributing to business strategy development. Additionally, the role involves generating monthly KPI reports, escalating critical issues, fostering relationships with key team members, and evaluating customer feedback for continuous improvement.
About us Barchester Healthcare is a prominent provider of quality care across the UK, renowned for its focus on customer satisfaction and operational excellence. The organisation values customer feedback and actively engages in resolving complaints to enhance service delivery. Emphasis is placed on learning and development, ensuring that all feedback is used constructively to enhance care standards and operational procedures. Barchester Healthcare supports a rewarding work environment for its teams, offering growth opportunities and a supportive, collaborative atmosphere. The Customer Care Manager role is crucial in meeting strategic organisational goals centered around quality care delivery and customer satisfaction.
Job description Job responsibilities
Home Based with occasional travel to Ops meetings / Care homes / London office
Salary £34,500 plus Car Allowance or Company Car. ABOUT THE ROLEAs a Customer Care Manager at Barchester, you'll provide polite, empathetic help and support to our customers across the UK. You'll ensure that Barchester recognises and acts upon complaints raised and ensure lessons are learnt through thorough investigations.
This high-profile role will see you investigating, resolving and responding to complaints that have been unresolved at a local level. Your role will also ensure that highest-standard written responses are sent, which are fair, accurate, thorough and attempt to facilitate suitable resolution within the response timeframe.
The role of a Customer Care Manager at Barchester is varied and duties include:
Objectively carrying out robust investigations into allegations of non-compliance of care delivery and provision. Reviewing complaints correspondence and working closely with colleagues and support teams to ensure completion within policy timeframe. Liaising with managers to support the satisfactory investigation and resolution of complaints at local level. Providing investigative support and advice, with recommendations post investigation. Reviewing written responses from staff and providing feedback to ensure learning and development. Ensuring strategies and processes are in place to meet business and operational needs. Providing effective root cause analysis when the process has broken down. Driving any culture and performance changes to deliver strategic complaints process goals. Providing a monthly KPI report and informing the Customer Contact Manager of all complaints. Identifying when to escalate concerns of a serious nature; referrals to a professional governing body, any immediate risk to resident or public safety, or negative press enquiry. Proactively developing relationships with key members of the Operations teams to enhance knowledge and skills for effective practice. Providing robust analysis of complaints, concerns, comments card and surveys. Working within the Governance framework and with Loss Adjusters to review Stage 3 complaints.
ABOUT YOU To join us as a Customer Care Manager, you should have experience of complaints handling along with strong database management and Excel abilities. You should also have knowledge of the Local Government Ombudsman and Data Protection Act. Excellent communication and relationship-building skills are a must and you'll be highly organised with excellent attention to detail and the ability to analyse and solve problems, meet targets and present data. You'll also need to bring a good understanding of customer experience, and you'll be happy to use your initiative, prioritise workloads and work under pressure. Quality and customer-focused, your empathetic nature means you'll apply tact and diplomacy in every situation.
REWARDS PACKAGE As well as a competitive salary, we can offer you impressive benefits which would include: a bonus, a company car, contribution pension scheme, and free training and development. You'll have plenty of opportunity to grow your career in a large organisation with a warm and supportive environment.
If you'd like to use your management experience and people skills in an organisation that provides the quality care you'd expect for your loved ones, this is an empowering and rewarding place to be.
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Person Specification
Qualifications Essential
Candidates are expected to have experience in complaints handling, strong skills in database management and Excel, and knowledge of the Local Government Ombudsman and the Data Protection Act. Effective communication and relationship-building capabilities are essential, alongside problem-solving and data analysis skills.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Barchester Healthcare
Address Barchester Healthcare
Kettering
NN15 7JZ
Employer's website https://www.barchester.com/ (Opens in a new tab)