At a Glance
- Tasks: Lead investigations and resolve customer 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: Join a warm environment with opportunities for growth and development.
- 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 in Kettering employer: Apply Gateway
Barchester is an exceptional employer that prioritises employee growth and development within a supportive and warm environment. As a Customer Care Manager, you will benefit from a competitive salary, a company car, and a comprehensive rewards package, all while working in a role that allows you to make a meaningful impact on customer care across the UK. With opportunities for training and career advancement, Barchester fosters a culture of empathy and excellence, making it a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager in Kettering
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues 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 complaints and what strategies you'd implement to improve customer experience. Show us your problem-solving skills!
✨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’s also a chance to reiterate why you’re the perfect fit for the Customer Care Manager position.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications come directly from candidates who are genuinely interested in joining our team. Plus, it helps us keep track of your application more easily.
We think you need these skills to ace Customer Care Manager in Kettering
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 Empathy:Since this role is all about providing polite and empathetic support, don’t shy away from sharing examples of how you've handled customer complaints in the past. We love to see how you’ve made a difference in someone’s experience!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate well-structured responses that get straight to the heart of the matter—just like we do with our customers!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy—just a few clicks and you’re on your way to joining our fantastic team!
How to prepare for a job interview at Apply Gateway
✨Know Your Stuff
Before the interview, make sure you 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 itself.
✨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 approach made a difference to the customer experience, demonstrating your ability to connect with people on a personal level.
✨Be Data Savvy
Since the role involves database management and reporting, brush up on your Excel skills. Be ready to discuss how you've used data analysis in previous roles to drive improvements or identify trends. This will reassure them that you can handle the analytical side of the job effectively.
✨Prepare Questions
Interviews are a two-way street, so prepare thoughtful questions about the role and the team you'll be working with. Ask about the challenges they face in customer care and how you can contribute to overcoming them. This shows your proactive attitude and genuine interest in making a positive impact.
