At a Glance
- Tasks: Lead customer relations and enhance care home services across the South West.
- Company: Crystal Care Collection, dedicated to improving elderly lives with exceptional care.
- Benefits: Competitive salary, career development, and a supportive team environment.
- Other info: Join a dynamic team focused on delivering high-quality care and support.
- Why this job: Make a real difference in the lives of elderly residents while growing your career.
- Qualifications: Experience in customer relations and a passion for enhancing customer experiences.
The predicted salary is between 35000 - 45000 £ per year.
Crystal Care Collection is aspiring to be the leading provider of care home services, dedicated to enhancing the lives of elderly residents across England. We pride ourselves on delivering exceptional care, comfort, and companionship to our residents, ensuring they live fulfilling and dignified lives. As we continue to expand our services and reach, we are seeking a dynamic and innovative Group Customer Relations Manager for the South West Region, to complement the level of service we provide to our customers.
The Group Customer Relations Manager will play a pivotal role in promoting our care home services, enhancing our brand visibility, and fostering strong relationships with our target audience. This individual will be responsible for:
- Developing and implementing a culture of high-quality customer care, undertaking support visits / evaluation of the enquiry and sales pipeline across Crystal Care Homes.
- Overseeing and continually improving all aspects of our customers' journey, including but not limited to “what good looks like” for our customers and embedding as standard best practice across all parts of Crystal Care Homes.
- Supporting the team to take effective customer focused initial enquiries through to admission date.
- Providing support, guidance, and advice to the improvement of sales targets, whilst also assisting with and leading on that change and development in key areas of the sales and customer process once identified.
- Contributing effectively as a member of the senior management team within Crystal Care Homes.
- Supporting the General Managers in understanding and implementing a commercial approach to the running of their service.
- Training and continually developing the Crystal team to achieve this level of excellence, helping our customers in their decision making to choose Crystal Care Collection as their trusted place of care.
- Collecting and analysing data, plus working collaboratively with our Regional Marketing Manager and the wider Senior Management Team (SMT), using factual “data driven” models and information, combined with authentic excellent customer service, to drive the right outcomes across the group.
- Supporting sustainable “Customer First” growth to all Crystal Care Homes.
Key Responsibilities
- Leading weekly sales calls with Homes’ management team members.
- Overseeing incoming enquiry calls including listening via 3CX (phone system), ensuring these are handled with empathy, reporting the detail on CoolCare in a timely and accurate fashion.
- Using material within calls as a method of proactively supporting, with a culture focused on continual customer improvement.
- Designing and delivering ongoing training of all systems / people’s behaviours, linked to the customer journey.
- Answering any overflow ring group 2 enquiry calls, if unanswered within ring group 1 at the homes.
- Ensuring the enquiry process is followed accordingly, including follow up GM calls by monitoring within CoolCare.
- Conducting weekly audits on the enquiry calls / any missed calls and actions taken.
- Reviewing activity, KPIs and pipelines at home and group level.
- Conducting market and competitor research.
- Analysing data to build business cases for new marketing activities linked to driving lead generation.
- Working closely with the central internal and external marketing functions to identify campaign opportunities to drive leads.
- Visiting our homes to provide hands-on coaching / support to General Managers and their wider home team / other team members as required.
- Planning and working through objective setting and action planning with the wider SMT team and General Managers, including the production of quarterly sales and marketing plans.
- Managing and ensuring sales process implementation and sales ‘best practice’ across all homes.
- Conducting market and location feasibility research for the senior team who will be considering new sites, acquisitions and locations for new builds.
- Working in collaboration with Operational colleagues to ensure that General Managers have SMART sales objectives, and that the product is in line with our offering.
- In collaboration with our Regional Marketing Manager, effective marketing and networking strategies through social media, website and advertising strategies in line with the local and national competitive market.
- Assisting as part of the Crystal Team across the group in the spirit of creating awareness and delivering great customer outcomes.
- On-site sales support and cover where needed in key homes.
Our screening and recruitment process is conducted in line with Crystal Care Collections’ Safeguarding Policy.
Customer Relations Manager employer: Crystal Care Collection
Crystal Care Collection is an exceptional employer, dedicated to enhancing the lives of elderly residents while fostering a supportive and innovative work environment. As a Group Customer Relations Manager in the South West Region, you will benefit from a culture that prioritises employee growth through ongoing training and development, alongside a commitment to high-quality customer care. With a focus on collaboration and data-driven decision-making, you'll play a vital role in shaping the future of care services, all while being part of a compassionate team that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the care industry. Attend local events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show your passion for customer care! When you get the chance to chat with hiring managers or during interviews, share your experiences and ideas on enhancing customer journeys. Let them see how you can bring value to their team at Crystal Care Collection.
✨Tip Number 3
Prepare for those interviews! Research Crystal Care Collection’s values and services, and think about how your skills align with their mission. Practise common interview questions and come armed with examples of how you've improved customer relations in the past.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Crystal Care team. Don’t forget to follow up after applying – a little persistence goes a long way!
We think you need these skills to ace Customer Relations Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Relations Manager role. Highlight your experience in customer care and any relevant achievements that align with our mission at Crystal Care Collection.
Showcase Your Passion:We want to see your enthusiasm for enhancing the lives of elderly residents. Share personal stories or experiences that demonstrate your commitment to exceptional care and customer service.
Be Data-Driven:Since the role involves analysing data to drive outcomes, include examples of how you've used data in previous roles to improve customer experiences or sales processes. This will show us you understand the importance of a 'Customer First' approach.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures it reaches the right people quickly!
How to prepare for a job interview at Crystal Care Collection
✨Know Your Customer Care Basics
Before the interview, brush up on the fundamentals of customer care, especially in a care home context. Understand what exceptional service looks like and be ready to discuss how you would implement a culture of high-quality customer care at Crystal Care Collection.
✨Showcase Your Data Skills
Since the role involves analysing data to drive customer outcomes, prepare examples of how you've used data in previous roles. Be ready to explain how you can leverage data-driven models to enhance customer experiences and improve sales processes.
✨Demonstrate Empathy and Communication
As a Customer Relations Manager, empathy is key. Think of scenarios where you've handled customer inquiries with compassion. During the interview, showcase your ability to communicate effectively and build strong relationships, as this will be crucial for fostering connections with both customers and team members.
✨Prepare for Role-Specific Scenarios
Anticipate questions related to managing customer journeys and improving sales targets. Prepare specific examples from your past experiences that highlight your problem-solving skills and your ability to lead teams towards achieving sales objectives while maintaining a customer-first approach.
