At a Glance
- Tasks: Shape and enhance the customer journey through insights and feedback.
- Company: Join Barchester, a top-rated employer in health and social care.
- Benefits: Enjoy retail discounts, wellbeing support, and career development opportunities.
- Other info: Be part of an empowering workplace with excellent progression opportunities.
- Why this job: Make a real impact on customer experiences in a supportive team.
- Qualifications: Experience in project management and customer experience design required.
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.
- 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.
- 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 Newton employer: Barchester Healthcare
Barchester is an exceptional employer, renowned for its commitment to quality care and employee development. With a two-star outstanding rating from Best Companies and a supportive work culture, employees enjoy access to wellbeing resources, retail discounts, and ample opportunities for career progression within a collaborative team environment. Join us in shaping meaningful customer experiences while contributing to our esteemed reputation in the health and social care sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Executive in Newton
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Barchester on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer experience. Think about how you can showcase your project management skills and your ability to enhance customer journeys.
✨Tip Number 3
Show your passion for customer experience in every interaction. Whether it’s during an interview or a casual chat, let your enthusiasm shine through. It’s all about making a memorable impression!
✨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, you’ll find all the latest roles there, so keep checking back!
We think you need these skills to ace Customer Experience Executive in Newton
Some tips for your application 🫡
Read the Job Description Carefully:Before you start your application, take a good look at the job description. Make sure you understand what Barchester is looking for in a Customer Experience Executive. This will help you tailor your application to highlight your relevant skills and experiences.
Show Your Passion for Customer Experience:In your written application, let your enthusiasm for customer experience shine through. Share examples of how you've improved customer journeys in the past and how you can bring that passion to Barchester's team.
Be Specific with Your Achievements:When detailing your experience, be specific about your achievements. Use numbers or examples to illustrate how you've successfully managed projects or improved customer satisfaction. This will make your application stand out!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, it shows you're serious about joining our fantastic team at Barchester!
How to prepare for a job interview at Barchester Healthcare
✨Know the Customer Journey
Before your interview, take some time to understand the customer journey at Barchester. Familiarise yourself with their Care and Life Enrichment Framework (CLEF) and think about how you can contribute to enhancing this experience. Being able to discuss specific pain points and potential improvements will show your proactive approach.
✨Showcase Your Project Management Skills
Prepare examples from your past experiences where you've successfully managed projects related to customer experience. Highlight how you identified opportunities for improvement and the impact of your initiatives. This will demonstrate your ability to take ownership of projects from idea through to delivery.
✨Emphasise Collaboration
Barchester values teamwork, so be ready to discuss how you've worked collaboratively with stakeholders in previous roles. Share specific instances where your relationship-building skills led to positive changes or improvements in customer service. This will illustrate your ability to influence and work effectively within a team.
✨Be Data-Driven
Since the role involves using insights and feedback to enhance customer experiences, come prepared with examples of how you've used data to drive decisions in your previous roles. Discuss any experience you have with customer feedback analysis and how it led to actionable improvements. This will highlight your analytical skills and customer-focused mindset.
