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For Companies At a Glance
- Tasks: Support customers with empathy and resolve complaints effectively.
- Company: Barchester, a caring organisation focused on customer satisfaction.
- Benefits: Competitive salary, bonus, company car, pension scheme, and free training.
- Other info: Join a supportive team with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while growing your career.
- Qualifications: Experience in complaints handling and strong communication skills.
The predicted salary is between 34500 - 34500 £ per year.
Home Based with occasional travel to Ops meetings / Care homes / London office. Salary £34,500 plus Car Allowance or Company Car.
About the role
As a Customer Care Manager at Barchester, you'll provide polite, empathetic help and support to our customers across the UK. You'll ensure that Barchester recognises and acts upon complaints raised and ensure lessons are learnt through thorough investigations. This high-profile role will see you investigating, resolving and responding to complaints that have been unresolved at a local level. Your role will also ensure that highest-standard written responses are sent, which are fair, accurate, thorough and attempt to facilitate suitable resolution within the response timeframe.
The role of a Customer Care Manager at Barchester is varied and duties include:
- Objectively carrying out robust investigations into allegations of non‑compliance of care delivery and provision.
- Reviewing complaints correspondence and working closely with colleagues and support teams to ensure completion within policy timeframe.
- Liaising with managers to support the satisfactory investigation and resolution of complaints at local level.
- Providing investigative support and advice, with recommendations post investigation.
- Reviewing written responses from staff and providing feedback to ensure learning and development.
- Ensuring strategies and processes are in place to meet business and operational needs.
- Providing effective root cause analysis when the process has broken down.
- Driving any culture and performance changes to deliver strategic complaints process goals.
- Providing a monthly KPI report and informing the Customer Contact Manager of all complaints.
- Identifying when to escalate concerns of a serious nature; referrals to a professional governing body, any immediate risk to resident or public safety, or negative press enquiry.
- Proactively developing relationships with key members of the Operations teams to enhance knowledge and skills for effective practice.
- Providing robust analysis of complaints, concerns, comments card and surveys.
- Working within the Governance framework and with Loss Adjusters to review Stage 3 complaints.
About you
To join us as a Customer Care Manager, you should have experience of complaints handling along with strong database management and Excel abilities. You should also have knowledge of the Local Government Ombudsman and Data Protection Act. Excellent communication and relationship‑building skills are a must and you'll be highly organised with excellent attention to detail and the ability to analyse and solve problems, meet targets and present data. You'll also need to bring a good understanding of customer experience, and you'll be happy to use your initiative, prioritise workloads and work under pressure. Quality and customer‑focused, your empathetic nature means you'll apply tact and diplomacy in every situation.
Rewards Package
As well as a competitive salary, we can offer you impressive benefits which would include: a bonus, a company car, contribution pension scheme, and free training and development. You'll have plenty of opportunity to grow your career in a large organisation with a warm and supportive environment.
Customer Care Manager in Kettering employer: HealthJobs4U Ltd
Contact Detail:
HealthJobs4U Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Manager in Kettering
✨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 practising common questions related to customer care and complaints handling. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Show off your empathy skills during the interview! Since the role is all about providing support to customers, share examples of how you've handled difficult situations with care and understanding in the past.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can leave a lasting impression. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Care Manager in Kettering
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Care Manager role. Highlight your experience in complaints handling and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Empathy: Since this role is all about providing polite and empathetic support, don’t shy away from sharing examples of how you've handled customer complaints in the past. We love to see how you’ve made a difference in someone’s experience!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate well-structured responses that get straight to the heart of the matter—just like we do with our customers!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy—just a few clicks and you’re on your way to joining our fantastic team!
How to prepare for a job interview at HealthJobs4U Ltd
✨Know Your Stuff
Before the interview, make sure you thoroughly understand Barchester's values and how they relate to customer care. Familiarise yourself with common complaints in the care sector and think about how you would handle them. This will show that you're not just interested in the role, but also in the company’s mission.
✨Showcase Your Empathy
As a Customer Care Manager, empathy is key. Prepare examples from your past experiences where you've successfully resolved complaints or supported customers. Highlight how your empathetic approach made a difference in those situations, as this will resonate well with the interviewers.
✨Be Data Savvy
Since the role requires strong database management and Excel skills, brush up on these areas before your interview. Be ready to discuss how you've used data analysis in previous roles to drive improvements or resolve issues. This will demonstrate your analytical abilities and attention to detail.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, the challenges they face in customer care, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.