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 an
Main duties of the job As a Customer Experience Manager at Barchester, you will be responsible for redefining customer-first initiatives to benefit individuals from high-quality, person-centred services. You will design, drive, and oversee resident experiences to enhance well-being and drive reputation and occupancy levels. Collaboration with various teams across the organization is key to understanding resident needs and ensuring colleagues have the necessary tools to deliver. Working with the Director of Customer Experience and Marketing and other teams, you will identify improvement areas. A background in customer experience design and implementation, strong communication skills, and analytical abilities are desired. The role will involve significant travel and requires a full UK driving license. While office-based, the position also requires spending time helping priority homes with the Divisional Support team and Operations. Barchester offers a competitive salary, a rewards package, and opportunities for career growth.
About us Barchester Healthcare operates with a focus on providing high-quality, person-centred care. With an environment designed to foster resident well-being and satisfaction, Barchester seeks to put customers first, continuously driving and improving resident experiences. The organization emphasizes understanding and catering to what is important to residents, ensuring services meet evolving needs. Supporting this mission, Barchester collaborates with various departments like Operations, Marketing, and Learning and Development to enhance service delivery and customer satisfaction. Known for its supportive and warm work environment, Barchester offers a competitive rewards package, including annual bonuses, a pension scheme, and life cover. As an organization, it embraces growth and development for its employees and fosters a dynamic, engaging workplace. The commitment to quality care extends to its staff, offering ample opportunities for professional development and career progression within a large organizational framework.
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, excellent communication skills, desire to drive change, background in customer experience design and implementation, strong analytical skills, organizational skills, self-motivation, creativity, focus on quality, ability to connect with people, and deliver engaging presentations. A full UK driving licence is required.
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
London
EC2A 1AS
United Kingdom
Employer's website https://www.barchester.com/ (Opens in a new tab)