At a Glance
- Tasks: Shape and improve the customer journey using insights and data.
- Company: Join Barchester, a top-rated health and social care company.
- Benefits: Enjoy retail discounts, wellbeing support, and career development opportunities.
- Other info: Be part of a dynamic team with excellent progression opportunities.
- Why this job: Make a real impact on customer experiences in a supportive environment.
- Qualifications: Experience in project management and customer experience design required.
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 will 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 RESPONSIBILITIES:- 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, identifying 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.
- Experience of project management and customer experience delivery.
- 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.
- Excellent analytical, communication, presentation, and relationship-building skills.
- Proven experience of changing cultures in organisations and creating a 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 Manager in Newton employer: Barchester Healthcare
Barchester is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where your contributions directly enhance customer experiences. With access to a range of retail and leisure discounts, comprehensive wellbeing support, and a commitment to career development, Barchester stands out as a rewarding place to work in the health and social care sector. Join us to be part of a team recognised for its outstanding workplace culture and dedication to quality care.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager 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 diving deep into Barchester's values and customer experience initiatives. Show us how your skills align with their mission and be ready to share examples of your past successes in improving customer journeys.
✨Tip Number 3
Practice your pitch! You want to come across as confident and passionate about enhancing customer experiences. Rehearse how you'll explain your project management experience and how it relates to the role.
✨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 take that extra step to engage with us directly.
We think you need these skills to ace Customer Experience Manager in Newton
Some tips for your application 🫡
Read the Job Description Thoroughly:Before you dive into your application, take a moment to really soak in the job description. It’s not just about ticking boxes; understanding what Barchester is looking for will help you tailor your application and show us that you’re the right fit.
Showcase Your Experience:When writing your application, make sure to highlight your relevant experience in project management and customer experience delivery. We want to see how your past roles have prepared you to enhance our customer journey and contribute to our reputation for quality care.
Be Authentic and Passionate:Let your personality shine through in your application! We’re looking for someone who is passionate about customer experience. Share your enthusiasm and any creative ideas you have for improving customer interactions with us.
Apply Through Our Website:Once you’ve polished your application, head over to our website to submit it. Applying directly through our site ensures that your application gets to the right people and helps us keep track of all the amazing candidates like you!
How to prepare for a job interview at Barchester Healthcare
✨Know the Customer Journey
Before your interview, take some time to really understand the customer journey as it relates to 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 that you're proactive and ready to make an impact.
✨Showcase Your Project Management Skills
Since project management is key for this role, prepare examples of past projects where you've successfully managed customer experience initiatives. Be ready to discuss how you identified opportunities, collaborated with stakeholders, and delivered results. This will demonstrate your ability to take ownership and drive change effectively.
✨Bring Data to the Table
Barchester values insight and data-driven decisions, so come prepared with examples of how you've used data to improve customer experiences in previous roles. Whether it's through feedback analysis or journey mapping, showing your analytical skills will highlight your fit for the position.
✨Emphasise Your Communication Skills
As a Customer Experience Manager, you'll need to build relationships across various teams. Practice articulating your thoughts clearly and confidently, and be ready to discuss how you've successfully influenced change in past roles. Strong communication skills are essential, so make sure to showcase them during your interview.
