At a Glance
- Tasks: Shape and improve the customer journey using insights and data.
- 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 is recognised for its outstanding workplace culture and growth potential.
- Why this job: Make a real impact on customer experiences in a supportive team.
- Qualifications: Experience in project management and customer experience design required.
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- Customer Care 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 customer experiences. With access to extensive training opportunities, retail and leisure discounts, and a commitment to quality care, you will thrive in a collaborative environment that values your insights and fosters professional development. Join us in making a meaningful impact while enjoying the benefits of being part of a top-rated company in the health and social care sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager- Customer Care
✨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 real change.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed and shows that we’re genuinely interested in joining the Barchester team.
We think you need these skills to ace Customer Experience Manager- Customer Care
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 your relevant projects!
Show Your Passion:Let your enthusiasm for improving customer journeys shine through in your application. We love candidates who are proactive and genuinely care about enhancing customer experiences, so share any personal stories or insights that reflect this.
Be Data-Driven:Since the role involves using insights and feedback, include examples of how you've used data to drive improvements in previous roles. We appreciate candidates who can demonstrate their analytical skills and how they’ve made a positive impact.
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 the Customer Journey
Before your interview, take some time to really understand the customer journey at Barchester. Familiarise yourself with their Care and Life Enrichment Framework (CLEF) and think about how you can enhance it. This will show that you're proactive and ready to contribute from day one.
✨Showcase Your Project Management Skills
Be prepared to discuss specific projects you've managed in the past, especially those related to customer experience. Highlight your role in identifying opportunities for improvement and how you collaborated with stakeholders to implement changes. Concrete examples will make your experience stand out.
✨Demonstrate Analytical Thinking
Since the role involves reviewing insights and customer feedback, be ready to talk about how you've used data to drive decisions in previous roles. Bring examples of how your analytical skills have led to successful outcomes, and be prepared to discuss any tools or methodologies you’ve used.
✨Emphasise Relationship-Building Skills
Barchester values collaboration, so highlight your ability to build relationships across different teams. Share stories that illustrate your communication skills and how you've influenced positive change in an organisation. This will show that you can work effectively with various stakeholders.
