At a Glance
- Tasks: Guide families through care home choices with compassion and professionalism.
- Company: Join Parkhomes UK, a leader in compassionate care.
- Benefits: Competitive salary, performance bonuses, and career progression opportunities.
- Other info: Supportive team culture focused on values and community engagement.
- Why this job: Make a real difference in people's lives while driving business growth.
- Qualifications: Experience in care or healthcare with strong relationship-building skills.
The predicted salary is between 30000 - 36000 £ per year.
Location: Leeds, Yorkshire (Initially based in Leeds, with the potential to support a wider region of 68 care homes)
Reports To: Home Manager & Chief Operating Officer
Salary: Competitive + Performance Bonus
Company: Parkhomes UK
About the Role
At Parkhomes UK, we believe that choosing a care home is one of the most important decisions a family will ever make. As our Customer Relationship Manager (CRM), you will play a pivotal role in guiding prospective residents and their families through this journey with compassion, professionalism, and integrity, while driving sustainable occupancy growth across the home. This is much more than a sales role. It is an opportunity to build trusted relationships, strengthen our reputation within the local community, and ensure every prospective resident receives an exceptional experience from initial enquiry through to admission.
We are seeking an ambitious, commercially minded, and relationship-focused professional with a proven track record of increasing occupancy within the care or healthcare sector. You will take ownership of the enquiry journey, develop strategic referral partnerships, and implement effective marketing initiatives that position Parkhomes UK as the care provider of choice within Leeds and the surrounding region.
Key Responsibilities
- Occupancy Growth & Business Performance
- Develop and deliver both short-term and annual occupancy growth strategies.
- Achieve agreed occupancy, admission, and revenue targets.
- Maintain a healthy enquiry pipeline and accurately forecast admissions.
- Analyse occupancy trends and identify opportunities for growth and improvement.
- Drive sustainable occupancy levels while maintaining the highest standards of customer experience.
- Customer Experience & Admissions
- Manage all enquiries with empathy, professionalism, and urgency.
- Conduct exceptional and personalised home tours tailored to individual family needs.
- Build strong relationships with prospective residents and their families.
- Ensure all enquiries receive timely and consistent follow-up until a decision is reached.
- Work collaboratively with the Home Manager and wider care team to deliver a seamless admissions process.
- Act as the primary point of contact throughout the customer journey.
- Business Development & Community Engagement
- Build and maintain strong referral networks with hospitals, integrated care boards, social workers, GP practices, solicitors, and local charities.
- Representing Parkhomes UK at networking events, exhibitions, and industry meetings.
- Organising community events, open days, educational sessions, and family support initiatives.
- Developing relationships that enhance the home's reputation and generate quality referrals.
- Supporting relatives and families navigating their loved one's dementia and care home journey.
- Marketing & Brand Promotion
- Support and contribute to local marketing campaigns.
- Work alongside internal teams to maintain a strong and engaging social media presence.
- Encourage positive online reviews, testimonials, and customer feedback.
- Promote the home's achievements, events, success stories, and community involvement.
- Strengthen brand awareness within the local healthcare and social care community.
- Performance & Reporting
- Maintain accurate and up-to-date CRM records.
- Produce weekly and monthly sales and occupancy reports.
- Monitor enquiry conversion rates and identify opportunities for improvement.
- Track and report performance against agreed KPIs.
- Provide regular updates and recommendations to the Home Manager and Chief Operating Officer.
Skills, Experience & Qualifications
Essential
- Proven success in growing occupancy within a care home, healthcare, or related environment.
- Excellent relationship-building, networking, and stakeholder management skills.
- Outstanding communication, presentation, and interpersonal abilities.
- Strong commercial awareness and negotiation skills.
- Highly organised with excellent attention to detail.
- Ability to work independently while maintaining close collaboration with operational teams.
- Full UK driving licence and willingness to travel across the region as required.
Desirable
- Previous experience as a Customer Relationship Manager, Customer Sales Manager, Admissions Manager, or Business Development Manager within elderly care.
- Knowledge of the Leeds and Yorkshire healthcare and social care landscape.
- Experience using CRM systems and sales reporting tools.
- Understanding of self-funded, local authority-funded, and NHS-funded placements.
- Experience within dementia care, residential care, or nursing home environments.
Key Performance Indicators (KPIs)
- Occupancy growth and sustainability.
- Occupancy and revenue targets.
- Enquiry response times.
- Enquiry-to-viewing conversion rates.
- Viewing-to-admission conversion rates.
- Average enquiry journey length.
- Number and quality of new referral relationships established.
- Community engagement and event activity.
- Customer satisfaction levels.
- Family feedback and testimonials.
- Accuracy and quality of CRM reporting.
Why Join Parkhomes UK?
At Parkhomes UK, you will have the opportunity to make a genuine difference to people's lives while helping shape the future success of our homes and services. We offer:
- Competitive salary.
- Performance-related bonus scheme.
- Pension scheme.
- Ongoing professional development and training.
- Supportive and collaborative leadership team.
- Opportunities for career progression and regional responsibility.
- The chance to influence business growth and strategy.
- A values-driven culture where people always come first.
If you are passionate about delivering exceptional customer experiences, building meaningful relationships, and driving occupancy growth through integrity, innovation, and compassion, we would love to hear from you.
Parkhomes UK Where Exceptional Care Matters.
Customer Relations Manager in Pudsey employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Manager in Pudsey
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relations Manager in Pudsey
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
