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- Tasks: Lead and enhance customer service performance across multiple channels.
- Company: Join Barchester Healthcare, a leading UK healthcare provider with over 250 care homes.
- Benefits: Enjoy a £36,000 salary, generous car allowance, annual bonus, and 25 days holiday.
- Why this job: Make a real impact on customer experience while working remotely and driving team success.
- Qualifications: Experience in customer service management and complaint handling is essential.
- Other info: Remote work with monthly visits to Newcastle and London.
The predicted salary is between 36000 - 50400 £ per year.
The Customer Experience team have a great opportunity for a Customer Service Manager to join the Barchester family responsible for the performance of our outsourced customer service contact centre team, as well as a small internal team managing online reviews (Google and CHUK reviews) and all social media customer contact. Working remotely with monthly visits to Newcastle and London.
As a Customer Service Manager, you will drive performance of the contact centre via various channels. You will lead effective, empathetic customer communication and solve complex issues with support from stakeholders. You will oversee the service performance of the outsourced customer care team to ensure KPIs and SLAs are achieved and a high quality of service is delivered to customers. You will drive process and cultural improvement in operations through identifying trends and opportunities to improve service levels.
Barchester Healthcare is one of the UK’s market leading healthcare providers being the second largest in the UK with over 250 care homes and hospitals across the country. With a successful new builds programme with 10 new build homes being built and opened every year for the next three years, we are rapidly and successfully expanding.
Role and Responsibilities:
- Ensuring the outsourced Customer Care Team deliver performance and a high quality of service.
- Drive performance at the Contact Centre focused on commercial opportunity, removing waste calls and contacts where possible to focus on possible admissions to drive occupancy.
- Ensure team leaders are reviewing calls and providing feedback and coaching to team members to drive quality improvements.
- Ensure optimum use of the ConneX CRM system at the Contact Centre as main first point of contact.
- Manage online reviews (Google and CHUK reviews) and all social media customer contact from customers ensuring any comments are in line with the BHC tone of voice and support a premium service and reassure customers.
- Work with 3rd party company to ensure Interactive Voice Recording (IVR) is fit for purpose.
- Monitor, measure and review your team\’s performance, recognising great contributions, providing constructive feedback and handling any performance issues effectively.
- Promote, support and plan the continuous development of your team, utilising standard programmes and other resources.
- Identify change, drive continuous improvement and lead initiatives to simplify and streamline our processes.
- Support and continuously improve our industry-leading customer relationship management system that supports us to grow our communities by building trust and enabling meaningful conversations.
Required Skills and Experience:
- Understand brand tone of voice and able to write in line with set minimum standards.
- Demonstrate an exceptional ability to handle customer complaints and difficult conversations effectively in a previous role.
- Have customer journey mapping experience particularly on contact centre’s and complaints journeys.
- Have keen attention to detail.
- Ability to effectively prioritise workload.
- Self-motivated, target driven and a creative thinker.
- Confident in managing the performance of a larger team to deliver results and outstanding premium care.
Rewards Package:
- £36,000 per annum.
- Generous car allowance of £6.5k.
- Annual bonus.
- 25 days holiday plus bank holidays.
- Life cover.
- Access to a wide range of retail and leisure discounts at big brands and supermarkets.
- Confidential and free access to counselling and legal services.
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Customer Service Manager employer: Barchester Healthcare
Contact Detail:
Barchester Healthcare Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with Barchester Healthcare's brand tone of voice. This will help you communicate effectively during interviews and demonstrate your understanding of their customer service philosophy.
✨Tip Number 2
Prepare examples from your past experience where you've successfully handled customer complaints or difficult conversations. Being able to share specific instances will showcase your skills and confidence in managing challenging situations.
✨Tip Number 3
Research the latest trends in customer service, particularly in contact centres. Being knowledgeable about current best practices will not only impress your interviewers but also show that you're proactive and committed to continuous improvement.
✨Tip Number 4
Network with professionals in the customer service field, especially those who have experience in healthcare. They can provide valuable insights and may even refer you to opportunities within Barchester Healthcare.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly in handling outsourced teams and performance metrics. Use specific examples that demonstrate your ability to drive performance and improve service quality.
Craft a Compelling Cover Letter: Write a cover letter that reflects your understanding of Barchester's brand tone of voice. Emphasise your experience with customer journey mapping and your ability to handle complaints effectively, showcasing how you can contribute to their customer service goals.
Showcase Leadership Skills: In your application, highlight your leadership experience, especially in managing larger teams. Provide examples of how you've motivated teams, driven performance improvements, and handled difficult conversations to ensure high-quality service.
Demonstrate Attention to Detail: Ensure your application is free from errors and clearly formatted. This reflects your keen attention to detail, which is crucial for the role. Double-check all information before submitting to make a strong impression.
How to prepare for a job interview at Barchester Healthcare
✨Understand the Company Culture
Before your interview, take some time to research Barchester Healthcare's values and culture. Understanding their approach to customer service and how they interact with clients will help you align your answers with their expectations.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples of how you've handled difficult customer complaints in the past. Highlight your ability to remain calm under pressure and your strategies for resolving complex issues effectively.
✨Demonstrate Leadership Experience
As a Customer Service Manager, you'll be leading a team. Share your experiences in managing teams, providing feedback, and driving performance improvements. Use metrics or outcomes to illustrate your success in previous roles.
✨Familiarise Yourself with CRM Systems
Since the role involves using the ConneX CRM system, it’s beneficial to have a basic understanding of CRM systems in general. Be ready to discuss any relevant experience you have with CRM tools and how they can enhance customer interactions.
