Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support customers with empathy, investigate complaints, and ensure high-quality responses.
- Company: Barchester, a leading care provider with a supportive culture.
- Benefits: Competitive salary, bonus, company car, pension scheme, and free training.
- Other info: Home-based role with occasional travel and opportunities for career advancement.
- Why this job: Make a real difference in customer care while growing your career.
- Qualifications: Experience in complaints handling, strong communication, and analytical skills.
The predicted salary is between 34500 - 34500 £ per year.
Home Based with occasional travel to Ops meetings / Care homes / London office. Salary £34,500 plus Car Allowance or Company Car.
ABOUT THE ROLE
As a Customer Care Manager at Barchester, you’ll provide polite, empathetic help and support to our customers across the UK. You’ll ensure that Barchester recognises and acts upon complaints raised and ensure lessons are learnt through thorough investigations. This high-profile role will see you investigating, resolving and responding to complaints that have been unresolved at a local level. Your role will also ensure that highest-standard written responses are sent, which are fair, accurate, thorough and attempt to facilitate suitable resolution within the response timeframe.
The role of a Customer Care Manager at Barchester is varied and duties include:
- Objectively carrying out robust investigations into allegations of non-compliance of care delivery and provision.
- Reviewing complaints correspondence and working closely with colleagues and support teams to ensure completion within policy timeframe.
- Liaising with managers to support the satisfactory investigation and resolution of complaints at local level.
- Providing investigative support and advice, with recommendations post investigation.
- Reviewing written responses from staff and providing feedback to ensure learning and development.
- Ensuring strategies and processes are in place to meet business and operational needs.
- Providing effective root cause analysis when the process has broken down.
- Driving any culture and performance changes to deliver strategic complaints process goals.
- Providing a monthly KPI report and informing the Customer Contact Manager of all complaints.
- Identifying when to escape concerns of a serious nature; referrals to a professional governing body, any immediate risk to resident or public safety, or negative press enquiry.
- Proactively developing relationships with key members of the Operations teams to enhance knowledge and skills for effective practice.
- Providing robust analysis of complaints, concerns, comments card and surveys.
- Working within the Governance framework and with Loss Adjusters to review Stage 3 complaints.
ABOUT YOU
To join us as a Customer Care Manager, you should have experience of complaints handling along with strong database management and Excel abilities. You should also have knowledge of the Local Government Ombudsman and Data Protection Act. Excellent communication and relationship-building skills are a must and you’ll be highly organised with excellent attention to detail and the ability to analyse and solve problems, meet targets and present data. You’ll also need to bring a good understanding of customer experience, and you’ll be happy to use your initiative, prioritise workloads and work under pressure. Quality and customer-focused, your empathetic nature means you’ll apply tact and diplomacy in every situation.
REWARDS PACKAGE
As well as a competitive salary, we can offer you impressive benefits which would include: a bonus, a company car, contribution pension scheme, and free training and development. You’ll have plenty of opportunity to grow your career in a large organisation with a warm and supportive environment.
If you’d like to use your management experience and people skills in an organisation that provides the quality care you’d expect for your loved ones, this is an empowering and rewarding place to be.
Customer Care Manager in London employer: Barchester Healthcare
Contact Detail:
Barchester Healthcare Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Manager in London
✨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 practising common questions related to complaints handling and customer care. We should also think of examples from our past experiences that showcase our problem-solving skills and empathy.
✨Tip Number 3
Showcase our analytical skills! Be ready to discuss how we’ve used data to improve customer experiences in previous roles. This will highlight our ability to meet targets and present data effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re genuinely interested in joining the Barchester team.
We think you need these skills to ace Customer Care Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Care Manager role. Highlight your experience in complaints handling and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Empathy: Since this role is all about providing polite and empathetic support, don’t forget to include examples of how you've handled customer complaints in the past. We love seeing how you’ve made a difference in someone’s experience!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate well-structured responses that get straight to the heart of the matter—just like we do with our customers!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy—just a few clicks and you’re on your way!
How to prepare for a job interview at Barchester Healthcare
✨Know Your Stuff
Before the interview, make sure you’re familiar with Barchester’s values and how they align with your own. Brush up on the Local Government Ombudsman and Data Protection Act, as these are crucial for the role. Being able to discuss these topics confidently will show that you’re serious about the position.
✨Showcase Your Empathy
As a Customer Care Manager, empathy is key. Prepare examples from your past experiences where you’ve successfully handled complaints or resolved conflicts. Highlight how your approach made a difference in those situations, demonstrating your ability to connect with customers on a personal level.
✨Be Data Savvy
Since the role involves database management and reporting, be ready to discuss your experience with Excel and data analysis. You might even want to bring along a sample report or two to showcase your skills. This will help you stand out as someone who can handle the analytical side of the job.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face in customer care, or how success is measured in this role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.