At a Glance
- Tasks: Build relationships and guide families through the care home admission process.
- Company: Crystal Care Collection, a luxury care home provider focused on exceptional care.
- Benefits: Competitive salary, full training, career progression, and a supportive team.
- Other info: Join a forward-thinking organisation with opportunities for personal and professional growth.
- Why this job: Make a meaningful impact in people's lives while showcasing a beautiful care environment.
- Qualifications: Experience in sales or customer relations, excellent communication skills, and a passion for helping others.
The predicted salary is between 38000 - 40000 £ per year.
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Build Relationships That Change Lives
At Crystal Care Collection, we create luxury care homes where residents receive exceptional care and families find reassurance, trust and support at every stage of their journey. We're looking for an enthusiastic and driven Customer Relations Manager to become the welcoming face of our Care Home Merceode Lodge, helping prospective residents and their families navigate one of life's most important decisions while supporting occupancy growth and strengthening our presence within the local community. This is an exciting opportunity for someone who thrives on building relationships, enjoys networking and has a passion for delivering outstanding customer experiences.
About the Role
As Customer Relations Manager, you'll lead all aspects of enquiry management and local marketing, guiding prospective residents from their first enquiry through to moving into their new home. Working closely with the General Manager and wider team, you'll develop community partnerships, organise events, manage marketing initiatives and ensure every interaction reflects the warmth, professionalism and excellence that defines Crystal Care Collection. You'll play a key role in growing occupancy while ensuring every family feels informed, supported and confident throughout their journey.
Key Responsibilities
- Act as the primary point of contact for prospective residents and their families, providing guidance and support from initial enquiry through to admission.
- Deliver engaging and personalised home tours, showcasing the exceptional environment and services available.
- Develop and maintain strong relationships with local healthcare professionals, charities, community groups, schools and other referral partners.
- Generate high-quality enquiries through networking, community engagement and local marketing initiatives.
- Plan and host events within the home and represent Crystal Care Collection at external community events.
- Maintain and develop an accurate database of prospective residents, delivering regular communications through newsletters and digital marketing.
- Ensure all enquiries are managed promptly and professionally, maintaining detailed records within the CRM system.
- Nurture every enquiry through the customer journey, identifying opportunities to convert interest into admissions.
- Support respite-to-permanent resident conversions through ongoing engagement with residents and families.
- Work with the marketing and PR teams to promote the home through social media, care home review platforms and local stories.
- Ensure show suites and communal areas are presented to the highest standard to reflect the luxury environment.
- Train and support colleagues to confidently handle enquiries and conduct home tours during evenings and weekends when required.
- Develop and implement a local marketing plan aligned with occupancy targets and business objectives.
About You
We're looking for someone who:
- Has previous experience in sales, marketing, customer relations or business development, ideally within health or social care.
- Is an exceptional communicator with outstanding interpersonal skills.
- Enjoys building relationships and establishing trust with families, professionals and colleagues.
- Has a proactive, organised and results-driven approach.
- Is confident networking and representing the organisation within the local community.
- Can manage multiple priorities while delivering an exceptional customer experience.
- Demonstrates professionalism, compassion and integrity in every interaction.
- Shares our values of compassion, thoughtfulness, integrity and excellence.
Working Pattern
Monday – Friday 9:00am – 5:00pm 40 hours per week Flexibility may occasionally be required to support evening or weekend events and home tours.
Salary £38,000 – £40,000 per annum
What We Offer
- Full induction training programme
- Fully funded Blue Light Card
- Fully funded Enhanced DBS check
- Refer a Friend bonus scheme
- Ongoing professional development and career progression opportunities
- Supportive and collaborative leadership team
- The opportunity to make a meaningful difference to residents and families every day
- A rewarding role within a growing and forward-thinking organisation
Join Our Team
This is more than a sales role—it's an opportunity to help families make one of the most important decisions of their lives while showcasing the exceptional care and environment that Crystal Care Collection provides. If you're passionate about people, thrive on building relationships and want to play a key role in the success of a luxury care home, we'd love to hear from you. Apply today and help us welcome more residents into a place they can truly call home.
We are currently unable to offer sponsorship. Our screening and recruitment process is conducted in line with Crystal Care Collection's Safeguarding Policy.
Customer Relations Manager employer: Crystal Care Group South East
At Crystal Care Homes, we pride ourselves on creating a supportive and enriching work environment for our team members at Lake View Lodge in Halling, Kent. As a Senior Care Assistant, you will benefit from comprehensive training, competitive pay, and a culture that values your contributions while providing opportunities for personal and professional growth. Join us in making a meaningful difference in the lives of our residents while enjoying perks like paid breaks, free meals on shift, and a friendly, collaborative atmosphere.
Contact Details:
Crystal Care Group South East Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Crystal Care Group South East. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Crystal Care Group South East before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relations Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Crystal Care Group South East:Your cover letter is your chance to shine! Tell us why you want to work at Crystal Care Group South East specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Crystal Care Group South East!
How to prepare for a job interview at Crystal Care Group South East
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
