About this role
Job summary ABOUT THE ROLE As a Customer Experience Manager at Barchester, you'll redefine how we put our customers first so that each and every one can benefit from our high-quality, person-centred service. We'll look to you to design, drive and oversee the resident experience, looking at how the living experience can deliver enhanced resident well-being all to drive our reputation and occupancy levels. A big part of this will be working with teams across our organisation to understand, what's important to residents and how we cater for individual needs, ensuring we give colleagues the tools to deliver. Day-to-day, you could be identifying areas for improvement with our Director of Customer Experience and Marketing, working closely with Operations, the dementia team, the regulation team, or collaborating with our Learning and Development team to specify training requirements. All of your projects will support our business ambitions and that means you'll be able to prioritise short term wins and long-term propositions, work within an agreed budget and understand their commercial impacts. Above all, as a Customer Experience Manager, you'll be committed to delivering and embedding first-class initiatives that truly make a difference to our customers. Although this is an office-based role, you will be expected to travel and spend significant time helping priority homes along with the Divisional Support team and Operations.
Main duties of the job As a Customer Experience Manager, you'll redefine how we prioritize customers to offer them high-quality, person-centred service at Barchester. You'll design, drive, and oversee the resident experience to enhance well-being and support our reputation and occupancy levels. You'll collaborate with teams to identify what's important to residents and enable colleagues to deliver on these needs. This includes working with the Director of Customer Experience and Marketing, Operations, the dementia team, the regulation team, and the Learning and Development team. You will manage projects that support our business goals, deliver short-term and long-term propositions, and work within budgets while understanding their commercial impacts. The role is largely office-based but requires travel to support priority homes with the Divisional Support team and Operations. Essential skills include project management, excellent communication, motivation under pressure, and a focus on quality. A background in customer experience design, strong analytical skills, and a full UK driving licence are desirable.
About us Barchester Healthcare is a leading care provider, committed to delivering high-quality, person-centred care to residents across various facilities. This large organisation focuses on enhancing the resident experience by ensuring that their well-being is prioritized. They aim to set the standard in the care sector by offering innovative and tailored services. Barchester encourages collaboration among its various teams, including Operations, dementia, regulation, and Learning and Development, to continually improve service offerings and resident satisfaction. The company supports career growth in a warm and supportive environment, recognizing the impact of each employee's contribution to their overall vision. Barchester offers a competitive salary and one of the best rewards packages in the care sector, including annual bonuses, pension contributions, company cars, and more. By fostering an environment where employees can thrive, Barchester Healthcare strives to provide the quality care anticipated for loved ones.
Job description Job responsibilities
ABOUT THE ROLEAs a Customer Experience Manager at Barchester, you'll redefine how we put our customers first so that each and every one can benefit from our high-quality, person-centred service. We'll look to you to design, drive and oversee the resident experience, looking at how the living experience can deliver enhanced resident well-being all to drive our reputation and occupancy levels. A big part of this will be working with teams across our organisation to understand, what's important to residents and how we cater for individual needs, ensuring we give colleagues the tools to deliver. Day-to-day, you could be identifying areas for improvement with our Director of Customer Experience and Marketing, working closely with Operations, the dementia team, the regulation team, or collaborating with our Learning and Development team to specify training requirements.
All of your projects will support our business ambitions and that means you'll be able to prioritise short term wins and long-term propositions, work within an agreed budget and understand their commercial impacts. Above all, as a Customer Experience Manager, you'll be committed to delivering and embedding first-class initiatives that truly make a difference to our customers.
Although this is an office-based role, you will be expected to travel and spend significant time helping priority homes along with the Divisional Support team and Operations.
ABOUT YOU You'll need project management skills and a real understanding of excellent communication skills and a desire to drive change to join us as Customer Experience Manager. It's also desirable that you have a background in customer experience design and implementation paired with strong analytical skills. You'll be able to show us that, even under pressure, you're organised, self-motivated and creative with an unwavering focus on quality. We're looking for someone who knows how to connect with a variety of people and deliver engaging presentations, both internally and externally. Given the regular travel involved, a full UK driving licence is also required.
REWARDS PACKAGE As well as a competitive salary, Barchester offers one of the best rewards packages in the care sector. Your generous benefits would include:
Annual bonus Contribution pension scheme Company Car Laptop & Mobile Phone Life Cover 25 days annual leave plus public holidays.
You'll also 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 project management 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.
Person Specification
Qualifications Essential
You will need project management skills and excellent communication capabilities. A real desire to drive change will be necessary, along with organizational skills, self-motivation, and creativity. A background in customer experience design and implementation is desirable, coupled with strong analytical skills. The role demands the ability to connect with various people and deliver engaging presentations. A full UK driving licence is required due to the travel involved.
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
Cardiff
CF3 2UQ
United Kingdom
Employer's website https://www.barchester.com/ (Opens in a new tab)