At a Glance
- Tasks: Build relationships and guide families through the journey of finding a luxury care home.
- Company: Crystal Care Collection, a leader in luxury care homes with a focus on exceptional service.
- Benefits: Competitive salary, full training, career progression, and a supportive team environment.
- Other info: Join a forward-thinking organisation and enjoy a rewarding role in a growing industry.
- Why this job: Make a meaningful impact by helping families during important life decisions.
- Qualifications: Experience in sales or customer relations, excellent communication skills, and a passion for people.
The predicted salary is between 40000 - 40000 £ per year.
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 home, 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.
Customer Relations Manager in Kent 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
