At a Glance
- Tasks: Shape and improve customer journeys using insights and data to enhance experiences.
- Company: Join Barchester, a top-rated employer in health and social care.
- Benefits: Enjoy retail discounts, wellbeing support, and career development opportunities.
- Other info: Barchester offers a rewarding culture with excellent progression opportunities.
- Why this job: Make a real impact on customer experiences in a supportive team environment.
- Qualifications: Experience in project management and customer experience design is essential.
The predicted salary is between 35000 - 45000 € per year.
Barchester's Customer Experience team are looking for a passionate and proactive Customer Experience Manager to help shape and improve every stage of our customer journey. In this role, you will use insight, feedback, and data to identify opportunities that enhance the experience our customers have with us. Your work will directly support our reputation for quality care and contribute to achieving occupancy targets across our communities. You'll take ownership of improvement projects from idea through to delivery, working collaboratively with stakeholders across the business and influencing positive change that leads to exceptional customer experiences.
KEY RESPONSABILITIES:
- Review insights from insight programmes including but not limited to mystery shopping/calling/emailing to identify opportunities to improve the enquiry management process.
- Review customer feedback and work with key stakeholders to improve service in their areas of accountability.
- Identify opportunities to embed and enhance the standards within our Care and Life Enrichment Framework (CLEF).
- Work collaboratively to map the customer journey. Identify any pain points, areas of focus and subsequent actions required to deliver improvements for the customer.
- Support and continuously improve our industry leading customer relationship management system that supports.
- Work with the Divisional Sales and Marketing Managers and Regional Directors on best practice.
- Work with suppliers to ensure costs are maintained within agreed, contracted budgets.
- Help to identify appropriate solutions providers and external agency/consultant support as appropriate.
NEED TO HAVE:
- Have experience of project management and customer experience delivery.
- Have an understanding of customer experience design and change implementation, specifically customer experience journey mapping.
- Be quality and customer focused, self-motivated, target driven, and a creative thinker.
- Have excellent analytical, communication, presentation, and relationship-building skills.
- Proven experience of changing cultures in organisations and creating customer mindset.
- CCXP qualification or similar.
REWARDS PACKAGE:
- Access to a range of retail and leisure discounts.
- Access to a range of wellbeing support and Best Doctors Service.
- Opportunity to develop within a hugely supportive team.
Barchester have proudly been awarded a two-star outstanding rating by Best Companies, ranked 11th in the top 20 Best Health & Social Care Companies to work for and 14th in the Top 25 Best Big Companies to Work For in the UK. If you are looking to develop a career with an employer that is supportive and offers progression opportunities, Barchester is an empowering and rewarding place to be.
Customer Experience Manager employer: Apply Gateway
Barchester is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where your contributions directly enhance customer experiences. With access to a range of retail and leisure discounts, comprehensive wellbeing support, and a commitment to career development, Barchester stands out as a rewarding place to work in the health and social care sector. Join us to be part of a team recognised for its outstanding workplace culture and dedication to quality care.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Barchester on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer experience management. We should also think of examples from our past work that showcase our skills in project management and customer journey mapping.
✨Tip Number 3
Showcase our passion for customer experience! During interviews, let’s share our ideas on how we can enhance the customer journey at Barchester. This will demonstrate our proactive approach and creativity.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can keep an eye on any updates or new roles that pop up!
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer experience management. We want to see how your skills align with the role, so don’t hold back on showcasing relevant projects you've led!
Showcase Your Passion:Let your enthusiasm for improving customer journeys shine through! We love candidates who are proactive and passionate about enhancing experiences, so share examples of how you've made a difference in previous roles.
Be Data-Driven:Since this role involves using insights and feedback, include specific metrics or data from your past experiences that demonstrate your impact. We appreciate candidates who can back up their claims with solid evidence!
Apply Through Our Website:Don’t forget 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 shows you’re keen to join our team!
How to prepare for a job interview at Apply Gateway
✨Know the Customer Journey
Familiarise yourself with the customer journey as outlined in the job description. Be ready to discuss how you would identify pain points and suggest improvements based on your previous experiences. This shows that you understand the role and are proactive about enhancing customer experiences.
✨Showcase Your Project Management Skills
Prepare examples of past projects where you've successfully managed customer experience initiatives. Highlight your ability to take ownership from idea to delivery, and be specific about the outcomes. This will demonstrate your capability to handle similar responsibilities at Barchester.
✨Emphasise Collaboration
Since the role involves working with various stakeholders, think of instances where you've collaborated effectively in the past. Discuss how you influenced positive change through teamwork, which aligns with Barchester's focus on collaborative improvement.
✨Be Data-Driven
Brush up on how to analyse customer feedback and insights. Be prepared to talk about how you've used data to drive decisions in previous roles. This will show that you can leverage insights to enhance the customer experience, a key aspect of the position.
