Customer Relations Coordinator in Borehamwood

Reports to: Home Manager / Operations Manager

Hours: Full-time / Part-time (to be established by Home Manager/COO)

This position is a Customer Relations Coordinator at our care home The Radley, located in Borehamwood.

Main Purpose of the Role: To deliver an exceptional resident and family experience at every touchpoint — from first enquiry through to move-in and beyond. This role focuses on building strong relationships, both within the home and in the wider community. You will help create a welcoming and personalised experience for new residents, coordinate engaging events, showcase what makes the home special, and be a friendly and approachable presence for visitors, families, and professionals. You will also support smooth collaboration across departments such as housekeeping and catering, ensuring consistently high hospitality standards and attention to detail across all resident and visitor‑facing spaces.

Key Responsibilities:

• Resident Experience & Journey Coordination: Be the main point of contact for all prospective residents and their families throughout the enquiry and admissions journey. Coordinate and tailor show rounds to reflect each individual’s lifestyle, needs, and preferences. Oversee the welcome journey of all new residents, including those on short-term or respite stays — from pre-admission to settling in. Keep in touch with respite residents following their stay, offering follow‑up support where appropriate. Create and implement a personalised experience plan for each resident. Monitor and gather feedback from families and residents, and follow up with improvements or celebrations of positive experiences.
• Community Outreach & Event Coordination: Build and maintain strong relationships with local stakeholders such as parish councils, the Mayor’s office, GPs, community centres, and local press. Plan and coordinate events and open days — working with engagement leads and team leaders to present the home in its best light. Use your network to attract a wide range of attendees to events, including professionals, local groups, and prospective residents/families.
• Social Media & Brand Presence: Create and schedule engaging, story‑led content that reflects life within the home and the home’s ethos. Promote key events, resident engagement, staff highlights, and community links via social channels. Liaise with internal marketing teams (if applicable) to align messaging, tone, and brand presentation.
• Team Coordination & Operational Input: Provide clear direction to housekeeping and catering teams to ensure the highest hospitality standards are maintained (e.g. show rooms and shared spaces). Collaborate with admin teams to manage enquiries, visits, and documentation efficiently. Work alongside the Engagement Lead to support meaningful, person‑centred activities. Carry out regular “First Impressions” and home experience walkthroughs, ensuring the home is welcoming, presentable, and aligned with brand values.
• Data, Insight & Reporting: Maintain up‑to‑date enquiry and admissions records; report on conversion insights and trends. Record resident and family feedback patterns and support service improvements where needed. Manage and update professional contacts, community partners, and event invitation lists.

Skills, Experience & Characteristics:

• A warm, confident, and professional approach.
• Exceptional communication skills — written and verbal.
• Experience in a customer‑facing, hospitality, care, or event‑based role.
• Ability to work with multiple teams and manage competing priorities.
• Strong organisational and IT skills (Excel, Word, basic social media platforms).
• Attention to detail and a strong sense of presentation and hospitality.
• Ability to work independently and take initiative.
• Flexibility to occasionally work evenings or weekends for events.
• Experience in the care, hospitality, or community engagement sectors.
• Local community knowledge and professional networks.
• Driving licence and access to transport.
• Experience managing social media platforms for a business or organisation.

Additional Notes: This role may involve working across more than one care home within the group (subject to further agreement). Flexibility in hours may be required during event periods or for evening/weekend admissions. You’ll be a key ambassador of our business core values: Commitment, Connection, Compassion.