At a Glance
- Tasks: Shape and improve customer journeys using insights and data.
- Company: Barchester, a top-rated health and social care provider.
- Benefits: Retail discounts, wellbeing support, and career development opportunities.
- Other info: Join a two-star outstanding rated company with great progression potential.
- Why this job: Make a real impact on customer experiences in a supportive environment.
- Qualifications: Experience in project management and customer experience design.
The predicted salary is between 40000 - 50000 € 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 - Complaints employer: Barchester Healthcare
Barchester is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where your contributions directly enhance the customer experience. With access to a range of retail and leisure discounts, comprehensive wellbeing support, and a commitment to professional development, you will thrive in an environment recognised for its outstanding workplace culture. Join us in making a meaningful impact while enjoying the benefits of being part of a top-rated health and social care company.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager - Complaints
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Barchester on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer experience management. Think about how you can showcase your project management skills and your ability to enhance customer journeys.
✨Tip Number 3
Show your passion for customer experience! During interviews, share specific examples of how you've improved customer journeys in the past. This will demonstrate your proactive approach and commitment to quality care.
✨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, it shows you’re serious about joining the Barchester team.
We think you need these skills to ace Customer Experience Manager - Complaints
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! Use specific examples of how you've positively impacted customer experiences in the past. We love seeing candidates who are genuinely excited about making a difference.
Be Data-Driven:Since this role involves using insights and feedback, include any experience you have with data analysis or customer feedback systems. We appreciate candidates who can demonstrate their ability to use data to drive improvements.
Apply Through Our Website:We encourage you to submit your application directly 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 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 Insightful Questions
Think of questions that show your understanding of Barchester's values and goals. Ask about their current customer experience initiatives or how they measure success in enhancing customer journeys. This not only shows your interest but also your analytical mindset.
✨Emphasise Your Analytical Skills
Since the role involves reviewing insights and feedback, be prepared to discuss how you analyse data to inform decisions. Share examples of how your analytical skills have led to successful outcomes in previous roles, demonstrating your ability to enhance customer experiences.
