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- Tasks: Shape and enhance the customer journey using insights and data.
- Company: Barchester, a leader in quality care with a focus on customer experience.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Collaborative team culture with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer experiences and contribute to quality care.
- Qualifications: Passion for customer service and experience in managing improvement projects.
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.
- Work with the Divisional Sales and Marketing Managers and Regional Directors on best practice.
Customer Experience Manager in London employer: Barchester Healthcare
Contact Detail:
Barchester Healthcare Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Barchester's values and customer experience initiatives. Show us that you’re not just interested in the role, but that you genuinely care about enhancing customer journeys.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences align with the responsibilities of a Customer Experience Manager. We want to hear how you can make a difference in our communities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining our team.
We think you need these skills to ace Customer Experience Manager in London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer experience shine through. We want to see that you genuinely care about improving the customer journey and have a proactive approach to tackling challenges.
Use Data to Your Advantage: Since this role involves using insights and feedback, make sure to highlight any relevant experience you have with data analysis. We love seeing how you've used data to drive improvements in past roles, so don’t hold back!
Collaborate and Communicate: This position is all about working with others, so be sure to mention your teamwork skills. Share examples of how you've successfully collaborated with stakeholders to implement changes that enhance customer experiences.
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 shows you’re keen on joining our team!
How to prepare for a job interview at Barchester Healthcare
✨Know the Customer Journey
Familiarise yourself with the customer journey as outlined in the job description. Be ready to discuss how you would identify pain points and suggest improvements based on your previous experiences. This shows that you understand the role and are proactive about enhancing customer experiences.
✨Bring Data-Driven Insights
Prepare examples of how you've used data and feedback to drive improvements in customer experience. Whether it's through mystery shopping or analysing customer feedback, having concrete examples will demonstrate your analytical skills and your ability to influence positive change.
✨Collaborative Mindset
Highlight your experience working with various stakeholders. Discuss how you’ve successfully collaborated with different teams to implement improvement projects. This will show that you can work well in a team and are capable of driving initiatives across departments.
✨Show Passion for Quality Care
Express your genuine passion for customer care and quality service. Share stories that illustrate your commitment to enhancing customer experiences. This will resonate well with Barchester's values and show that you’re not just looking for a job, but are truly invested in making a difference.