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. 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.
Main duties of the job As a Customer Experience Manager at Barchester, you will redefine customer service by designing, driving, and overseeing the resident experience to enhance well-being and drive reputation and occupancy levels. You'll collaborate with teams to understand resident needs, ensuring colleagues have the tools to deliver exceptional service. Day-to-day tasks may involve working with the Director of Customer Experience and Marketing and collaborating with teams like Operations and Learning and Development to identify areas of improvement and specify training requirements. Your role will support business ambitions by prioritizing short-term wins and long-term propositions, working within budgets, and understanding commercial impacts. This office-based role requires travel to support priority homes. The ideal candidate will have project management skills, excellent communication, and a background in customer experience design and implementation. Strong analytical, organization, self-motivation, and creativity are necessary, along with a focus on quality and the ability to engage diverse groups.
About us Barchester Healthcare is committed to putting customers first by delivering high-quality, person-centred service. We cater to residents' individual needs to enhance their well-being and drive our reputation. Our organisation supports business ambitions by focusing on both short-term wins and long-term customer propositions, all while understanding commercial impacts. We are committed to embedding first-class initiatives that truly improve customer experiences. Working with diverse teams across our organization, including Operations, Marketing, Dementia, Regulation, and Learning and Development, we aim to provide tools necessary for delivering exceptional service. Barchester Healthcare offers one of the best rewards packages in the care sector, providing our employees with opportunities for career growth in a supportive environment. Benefits include an annual bonus, pension scheme, company car, laptop, mobile phone, life cover, 25 days of leave, and public holidays, ensuring a rewarding atmosphere. Those who value project management and communication will find a fulfilling career at Barchester Healthcare.
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
Project management skills, understanding of excellent communication, background in customer experience design and implementation, strong analytical skills, organization, self-motivation, creativity, ability to deliver engaging presentations, full UK driving licence
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
Birmingham
B15 2NX
United Kingdom
Employer's website https://www.barchester.com/ (Opens in a new tab)