At a Glance
- Tasks: Shape and enhance customer experiences through insights and collaboration.
- Company: Barchester, a top-rated employer in health and social care.
- Benefits: Retail discounts, wellbeing support, and career development opportunities.
- Other info: Join a supportive team with excellent progression opportunities.
- Why this job: Make a real impact on customer journeys and improve quality care.
- Qualifications: Experience in project management and customer experience design.
The predicted salary is between 30000 - 40000 € 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.
Guest Relations Manager 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 a range of retail and leisure discounts, comprehensive wellbeing support, and a commitment to career development, Barchester stands out as a rewarding place to work in the healthcare sector. Join a team recognised for its outstanding workplace culture and be part of a company that values quality care and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Relations Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with current employees at Barchester. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience and project management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your passion for customer experience during interviews. Share specific examples of how you've improved customer journeys in the past, and don’t forget to highlight your analytical skills!
✨Tip Number 4
Apply through our website for a smoother process! It’s the best way to ensure your application gets noticed, and you can easily track your progress. Plus, we love seeing candidates who take the initiative!
We think you need these skills to ace Guest Relations Manager
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 project management successes!
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 relevant stories or examples!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and skills stand out without unnecessary fluff.
Apply Through Our Website:Don’t forget 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 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 as it relates to Barchester. Familiarise yourself with their Care and Life Enrichment Framework (CLEF) and think about how you can contribute to enhancing this experience. Being able to discuss specific pain points and potential improvements will show that you're proactive and ready to make a difference.
✨Showcase Your Project Management Skills
Since project management is key for this role, prepare examples from your past experiences where you've successfully managed projects that improved customer experience. Be ready to discuss the steps you took, the challenges you faced, and the outcomes. This will demonstrate your ability to take ownership of improvement projects from start to finish.
✨Highlight Your Analytical Skills
Barchester values data-driven decision-making, so come prepared to talk about how you've used insights and feedback in previous roles. Share specific instances where your analytical skills led to actionable changes that enhanced customer satisfaction. This will show that you can effectively use data to identify opportunities for improvement.
✨Build Rapport with Stakeholders
Collaboration is crucial in this role, so think about how you've worked with different stakeholders in the past. Prepare to discuss how you’ve influenced positive change through relationship-building. Highlighting your communication and interpersonal skills will reassure them that you can work well across teams to achieve common goals.
