At a Glance
- Tasks: Shape and improve customer journeys using insights and feedback.
- Company: Barchester, a top-rated health and social care company.
- Benefits: Retail discounts, wellbeing support, and career development opportunities.
- Other info: Join a two-star outstanding rated company with great progression potential.
- Why this job: Make a real impact on customer experiences in a supportive team.
- 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 Executive 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.
- 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.
Customer Experience Executive in Moffat employer: Barchester Healthcare
Barchester is an exceptional employer that prioritises employee growth and well-being, offering a supportive environment where you can thrive as a Customer Experience Executive. With access to a range of retail and leisure discounts, comprehensive wellbeing support, and a commitment to professional development, you'll be part of a team recognised for its outstanding workplace culture. Join us in shaping meaningful customer journeys while contributing to our award-winning reputation in the health and social care sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Executive in Moffat
✨Tip Number 1
Get to know the company inside out! Research Barchester's values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to customer experience. Think about how your past experiences align with the role and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Experience Executive in Moffat
Some tips for your application 🫡
Show Your Passion:When 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 are excited about the role.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight relevant experiences that align with the job description. We love seeing how your skills can directly contribute to enhancing our customers' experiences.
Be Specific with Examples:Use concrete examples from your past experiences to demonstrate your project management skills and customer experience insights. We appreciate when candidates can clearly illustrate their impact in previous roles.
Apply Through Our Website:For the best chance of success, make sure to submit your application through our website. This way, we can easily track your application and ensure it gets the attention it deserves!
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. This shows that you understand the role and are proactive about enhancing customer experiences.
✨Showcase Your Project Management Skills
Prepare examples of past projects where you've successfully managed customer experience initiatives. Highlight your ability to take ownership from idea to delivery, as this is crucial for the role. Use specific metrics or outcomes to demonstrate your impact.
✨Engage with Stakeholders
Think about how you would work collaboratively with various stakeholders. Be prepared to discuss strategies for building relationships and influencing positive change. This will show that you can navigate the complexities of the role effectively.
✨Demonstrate Analytical Thinking
Brush up on your analytical skills and be ready to discuss how you would use data and feedback to drive improvements. Prepare to share examples of how you've used insights to enhance customer experiences in previous roles.
