At a Glance
- Tasks: Shape and enhance the customer journey through insights and feedback.
- Company: Join Barchester, a leader in quality care with a supportive culture.
- Benefits: Enjoy retail discounts, wellbeing support, and career development opportunities.
- Other info: Be part of a two-star outstanding team ranked among the best in health.
- Why this job: Make a real impact on customer experiences and drive positive change.
- Qualifications: Experience in project management and customer experience design required.
The predicted salary is between 30000 - 40000 £ per year.
Barchester's Customer Experience team are looking for a passionate and proactive Customer Experience Executive 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.
Customer Experience Executive employer: Barchester Healthcare
Barchester is an exceptional employer that prioritises the growth and wellbeing of its employees, offering a supportive work culture where your contributions directly enhance customer experiences. With access to extensive training opportunities, wellbeing support, and a range of retail and leisure discounts, you will thrive in a collaborative environment that values innovation and quality care. Join us in making a meaningful impact while enjoying a rewarding career in a company recognised for its outstanding workplace culture.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Executive
✨Tip Number 1
Get to know the company inside out! Research Barchester's values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to customer experience. Think about how your past experiences align with the role and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Barchester family and contributing to their amazing customer journey.
We think you need these skills to ace Customer Experience Executive
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for customer experience shine through! We want to see how passionate you are about improving customer journeys and making a real difference.
Be Specific:Use concrete examples from your past experiences to illustrate your skills. Whether it's a project you managed or a customer feedback initiative you led, we love seeing how you've made an impact in previous roles.
Tailor Your Application:Make sure to align your application with the job description. Highlight your understanding of customer experience design and project management, and show us how your skills match what we're looking for.
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 this exciting opportunity with Barchester!
How to prepare for a job interview at Barchester Healthcare
✨Know the Customer Journey
Familiarise yourself with the customer journey specific to Barchester. Understand the key touchpoints and think about how you can enhance each stage. This will show your proactive approach and passion for improving customer experiences.
✨Showcase Your Project Management Skills
Prepare examples of past projects where you've successfully managed customer experience improvements. Be ready to discuss your role, the challenges faced, and the outcomes achieved. This will demonstrate your capability in taking ownership of improvement projects.
✨Be Data-Driven
Highlight your analytical skills by discussing how you've used data and feedback to drive changes in previous roles. Bring specific examples of insights you've gathered and how they led to actionable improvements in customer experience.
✨Collaborative Mindset
Emphasise your ability to work collaboratively with various stakeholders. Prepare to discuss how you've influenced positive change in past roles by working with different teams. This will align with Barchester's focus on teamwork and collaboration.
