At a Glance
- Tasks: Support customers with empathy and resolve complaints effectively.
- Company: Barchester, a leading care provider with a supportive culture.
- Benefits: Competitive salary, bonus, company car, pension scheme, and free training.
- Other info: Opportunity for career growth in a warm and empowering environment.
- Why this job: Make a real difference in people's lives while growing your career.
- Qualifications: Experience in complaints handling and strong communication skills required.
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 escalate 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 Moffat employer: Barchester Healthcare
Barchester is an exceptional employer that prioritises employee growth and development within a supportive and warm environment. As a Customer Care Manager, you will benefit from a competitive salary, a company car, and a comprehensive rewards package, all while contributing to a meaningful mission of providing quality care across the UK. With opportunities for career advancement and a culture that values empathy and customer focus, Barchester is the ideal place for those seeking a fulfilling and impactful role.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager in Moffat
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues 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 practising common questions and scenarios related to customer care. Think about how you'd handle specific complaints and be ready to share your experiences. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It keeps you fresh in their minds and demonstrates your professionalism.
✨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, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Customer Care Manager in Moffat
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 shy away from sharing examples of how you've handled customer complaints in the past. We love to see how you’ve made a difference in someone’s experience!
Be Detail-Oriented:Attention to detail is key in this role, especially when it comes to writing responses. Make sure your application is free from typos and clearly structured. We appreciate clarity and professionalism in every piece of communication!
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 at Barchester!
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 to the customer experience, demonstrating your ability to connect with people.
✨Be Ready to Analyse
Expect questions that test your analytical skills. Think of scenarios where you’ve had to conduct investigations or root cause analyses. Be prepared to explain your thought process and how you arrived at your conclusions, as this will showcase your problem-solving abilities.
✨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 the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
