At a Glance
- Tasks: Lead customer care initiatives and resolve complaints with empathy and professionalism.
- Company: Barchester, a leading care provider with a supportive culture.
- Benefits: Competitive salary, bonus, company car, pension scheme, and free training.
- Other info: Opportunity for career growth in a warm, empowering environment.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 34500 - 34500 € per year.
Home Based with occasional travel to Ops meetings / Care homes / London office. Salary £34,500 plus Car Allowance or Company Car.
ABOUT THE ROLE
As a Customer Care Manager at Barchester, you'll provide polite, empathetic help and support to our customers across the UK. You'll ensure that Barchester recognises and acts upon complaints raised and ensure lessons are learnt through thorough investigations. This high-profile role will see you investigating, resolving and responding to complaints that have been unresolved at a local level. Your role will also ensure that highest-standard written responses are sent, which are fair, accurate, thorough and attempt to facilitate suitable resolution within the response timeframe.
The role of a Customer Care Manager at Barchester is varied and duties include:
- Objectively carrying out robust investigations into allegations of non-compliance of care delivery and provision.
- Reviewing complaints correspondence and working closely with colleagues and support teams to ensure completion within policy timeframe.
- Liaising with managers to support the satisfactory investigation and resolution of complaints at local level.
- Providing investigative support and advice, with recommendations post investigation.
- Reviewing written responses from staff and providing feedback to ensure learning and development.
- Ensuring strategies and processes are in place to meet business and operational needs.
- Providing effective root cause analysis when the process has broken down.
- Driving any culture and performance changes to deliver strategic complaints process goals.
- Providing a monthly KPI report and informing the Customer Contact Manager of all complaints.
- Identifying when to escalate concerns of a serious nature; referrals to a professional governing body, any immediate risk to resident or public safety, or negative press enquiry.
- Proactively developing relationships with key members of the Operations teams to enhance knowledge and skills for effective practice.
- Providing robust analysis of complaints, concerns, comments card and surveys.
- Working within the Governance framework and with Loss Adjusters to review Stage 3 complaints.
ABOUT YOU
To join us as a Customer Care Manager, you should have experience of complaints handling along with strong database management and Excel abilities. You should also have knowledge of the Local Government Ombudsman and Data Protection Act. Excellent communication and relationship-building skills are a must and you'll be highly organised with excellent attention to detail and the ability to analyse and solve problems, meet targets and present data. You'll also need to bring a good understanding of customer experience, and you'll be happy to use your initiative, prioritise workloads and work under pressure. Quality and customer-focused, your empathetic nature means you'll apply tact and diplomacy in every situation.
REWARDS PACKAGE
As well as a competitive salary, we can offer you impressive benefits which would include: a bonus, a company car, contribution pension scheme, and free training and development. You'll 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 management experience 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.
Customer Care Manager employer: Apply Gateway
Barchester is an exceptional employer that prioritises employee growth and development within a warm and supportive environment. As a Customer Care Manager, you will enjoy a competitive salary, a company car, and a comprehensive benefits package, all while working in a role that allows you to make a meaningful impact on customer care across the UK. With opportunities for professional training and a culture that values empathy and quality service, Barchester is committed to fostering a fulfilling career for its employees.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer care. Think about how you'd handle specific complaints and be ready to share your experiences. We want you to shine!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It keeps you fresh in their minds and shows that you’re genuinely interested.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Care Manager role. Highlight your experience in complaints handling and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Communication Skills:Since this role is all about effective communication, don’t shy away from demonstrating your writing prowess. Use clear, concise language in your application and provide examples of how you've successfully resolved complaints in the past. We love a good story!
Be Detail-Oriented:Attention to detail is key in this role, so make sure your application reflects that. Double-check for any typos or errors, and ensure that your responses are thorough and well-structured. We appreciate candidates who take pride in their work!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and let us know why you’d be a great fit!
How to prepare for a job interview at Apply Gateway
✨Know Your Stuff
Before the interview, make sure you thoroughly understand Barchester's values and how they align with your own. Familiarise yourself with their complaints handling process and any relevant legislation like the Local Government Ombudsman and Data Protection Act. This will show that you're not just interested in the role, but also in the company’s mission.
✨Showcase Your Empathy
As a Customer Care Manager, empathy is key. Prepare examples from your past experiences where you've successfully handled complaints or resolved conflicts. Highlight how your empathetic approach led to positive outcomes for customers, demonstrating that you can bring this essential quality to Barchester.
✨Be Data Savvy
Since the role requires strong database management and Excel skills, be ready to discuss your experience with data analysis. Bring examples of how you've used data to drive improvements in customer care or resolve issues. This will help illustrate your analytical abilities and attention to detail.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face in customer care, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
