Customer Experience Manager

Job Description

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.