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- Tasks: Shape and improve the customer journey using insights and data.
- Company: Join Barchester, a top-rated health and social care company.
- Benefits: Enjoy discounts, wellbeing support, and career development opportunities.
- Other info: Be part of a dynamic team with excellent growth potential.
- Why this job: Make a real impact on customer experiences in a supportive environment.
- Qualifications: Experience in project management and customer experience design required.
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: Barchester Healthcare
Contact Detail:
Barchester Healthcare Recruiting Team
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 diving deep into customer experience trends. We want to show that we’re not just passionate but also knowledgeable about what makes a great customer journey.
✨Tip Number 3
Practice our storytelling skills! We should be ready to share specific examples of how we've improved customer experiences in the past. This will help us stand out as candidates who can drive change.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re genuinely interested in being part of the Barchester team.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer experience shine through. We want to see that you genuinely care about improving the customer journey and have a proactive approach to making things better.
Be Specific with Examples: Use concrete examples from your past experiences to illustrate how you've successfully managed projects or improved customer experiences. This helps us understand your skills and how they align with what we're looking for.
Tailor Your Application: Make sure to customise your application to reflect the key responsibilities and requirements mentioned in the job description. Highlight your relevant skills and experiences that match what we need for the Customer Experience Manager role.
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 to do!
How to prepare for a job interview at Barchester Healthcare
✨Know Your Customer Journey
Before the interview, take some time to map out the customer journey as you understand it. Think about potential pain points and how you would address them. This shows that you’re proactive and have a genuine interest in improving customer experiences.
✨Showcase Your Project Management Skills
Be ready to discuss specific projects you've managed in the past. Highlight your role in identifying opportunities for improvement and how you collaborated with stakeholders. Use concrete examples to demonstrate your ability to drive change and deliver results.
✨Prepare for Insight Analysis
Familiarise yourself with common methods of gathering customer insights, like mystery shopping or feedback analysis. Be prepared to discuss how you would use data to inform decisions and enhance the customer experience at Barchester.
✨Emphasise Your Communication Skills
Since this role involves working with various stakeholders, practice articulating your thoughts clearly and confidently. Think of examples where your communication skills made a difference in a project or improved a customer interaction.