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 elevate 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: Job Search Place Limited
Barchester is an exceptional employer that prioritises employee growth and development, offering a competitive salary alongside a comprehensive benefits package including a company car and pension contributions. With a warm and supportive work culture, you will have the opportunity to make a meaningful impact in customer care while working from home and occasionally travelling to our London office, ensuring a balanced and flexible work-life experience.
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 skills! Bring along examples of your previous work, especially any successful complaint resolutions or investigations you've handled. This will demonstrate your expertise and give you an edge over other candidates.
✨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. Plus, it shows that you’re proactive and genuinely interested in joining the team.
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 Communication Skills:Since this role is all about providing empathetic support, make sure your written application reflects your communication style. Use clear, concise language and demonstrate your ability to convey complex information simply. We love a good storyteller!
Highlight Your Problem-Solving Abilities:In your application, give examples of how you've successfully resolved complaints or issues in the past. We’re looking for someone who can analyse situations and come up with effective solutions, so don’t hold back on showcasing your skills!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be set!
How to prepare for a job interview at Job Search Place Limited
✨Know Your Stuff
Before the interview, make sure you 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 your ability to listen and respond thoughtfully, as this will demonstrate your suitability for the role.
✨Be Data Savvy
Since the role requires strong database management and Excel skills, brush up on these before your interview. Be ready to discuss how you've used data analysis in previous roles to improve customer satisfaction or resolve issues. This will show that you can handle the analytical side of the job.
✨Ask Insightful Questions
Prepare some thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, the types of complaints you might encounter, or how success is measured in the role. This shows your genuine interest and helps you assess if the company is the right fit for you.
