At a Glance
- Tasks: Shape and enhance the customer journey 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 two-star outstanding rated team 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.
Head of Client Experience 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 career development, Barchester stands out as a rewarding place to work, especially for those passionate about making a difference in health and social care. Join a team recognised for its outstanding workplace culture and be part of a company that values your input and fosters positive change.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Experience
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. The more connections we make, the better our chances of landing that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We should know what makes Barchester tick and how we can contribute to their customer experience goals.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to boost our confidence and refine our answers. Let’s show them we’re the right fit for the Head of Client Experience role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can keep an eye on new opportunities that pop up.
We think you need these skills to ace Head of Client Experience
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! We love candidates who are proactive and passionate about enhancing experiences, so share examples of how you've made a difference in previous roles.
Be Data-Driven:Since this role involves using insights and feedback, include specific metrics or data points from your past work that demonstrate your impact. We appreciate candidates who can back up their claims with solid evidence!
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 Your Customer Journey
Before the interview, take some time to map out the customer journey as you understand it. Familiarise yourself with Barchester's approach to customer experience and think about how you can enhance it. This will show your proactive attitude and understanding of the role.
✨Bring Data-Driven Insights
Prepare to discuss specific examples where you've used data and feedback to drive improvements in customer experience. Highlight any projects you've managed that resulted in measurable outcomes. This will demonstrate your analytical skills and ability to influence positive change.
✨Collaborative Mindset
Barchester values collaboration, so be ready to share experiences where you've worked with various stakeholders to achieve a common goal. Think about how you can contribute to their team dynamic and support their mission of delivering exceptional customer experiences.
✨Showcase Your Creative Thinking
As a creative thinker, come prepared with innovative ideas for enhancing customer experience. Whether it's through new processes or technology, showing that you can think outside the box will set you apart from other candidates and align with their focus on quality care.
