Customer Relations Manager in Walton-on-Thames

About the company

At Kingsley Healthcare, we are more than just a care home group - we are a proud, family-run business driven by a passion to make a meaningful difference in people’s lives every single day. Our dedicated teams transform care into a calling, delivering excellence with compassion, integrity, and respect. As the UK’s only large care home provider to achieve B Corp certification, we continue to lead the sector in responsible, values-driven care. In 2024 and again in 2025, we were honoured to be named Health Investor’s Residential Elderly Large Care Provider of the Year, a testament to our commitment to quality and innovation. For eight consecutive years, we’ve been recognised among the Top 20 Large UK Care Home Groups by carehome.co.uk, reflecting consistently high standards and resident satisfaction. We are also proud to be a Real Living Wage employer, ensuring that the dedication of our team members is valued and fairly rewarded. Our commitment to people-first values has earned us outstanding workplace recognition, including a 4.7 rating on Glassdoor, a 4.5 rating on Indeed, and the No.1 ranking in the UK for wellbeing at work (Indeed’s Better Work Awards 2023). If you’re passionate about delivering exceptional care and want to be part of a forward-thinking organisation that puts both its residents and people at the heart of everything it does, we’d love to hear from you.

About the role

As a Customer Relations Manager in our care home, you will play a crucial role in ensuring exceptional customer satisfaction and building strong relationships with residents and their families. This role involves a blend of customer service, sales, and relationship management to deliver an outstanding experience for residents and their loved ones. You will guide new residents through their transition into our care, from initial contact and home tours to supporting them as they settle in. As the confident public face of the home, you will lead local marketing efforts, proactively develop positive relationships with the community and key stakeholders, and act as the primary point of contact for residents and their families. Your focus will be on enhancing every aspect of the resident experience, including mealtimes, activities, and community engagement.

Reports to: Care Home Manager

Key duties and responsibilities

• Resident and Family Engagement: Build and maintain strong relationships with residents and their families. Act as a primary point of contact for inquiries, concerns, and feedback, ensuring prompt and effective resolution of issues.
• Admissions and Tours: Coordinate and conduct facility tours for prospective residents and their families. Provide information on services, amenities, and care options available, and guide them through the admission process.
• Assessment and Needs Identification: Work closely with residents and families to assess individual needs and preferences. Collaborate with the care team to develop personalized care plans that align with residents' goals and expectations.
• Communication and Outreach: Develop and implement communication strategies to keep residents and families informed about community events, activities, and updates. Utilize various channels such as newsletters, social media, and community events to enhance engagement.
• Satisfaction Monitoring: Regularly gather feedback from residents and families through surveys, interviews, and meetings. Analyse feedback to identify trends, areas for improvement, and opportunities to enhance the overall resident experience.
• Conflict Resolution: Address and resolve conflicts or concerns raised by residents or families in a timely and compassionate manner. Act as a liaison between residents, families, and internal departments to ensure effective communication and resolution of issues.
• Sales and Marketing Support: Collaborate with the marketing team to develop marketing materials, promotional campaigns, and outreach strategies to attract new residents and families. Participate in marketing events and community outreach initiatives to promote the care home's services and reputation.
• Data Management and Reporting: Maintain accurate records of resident inquiries, admissions, and interactions using CRM software or database systems. Generate regular reports on key performance indicators, including occupancy rates, customer satisfaction scores, and referral sources.

Skills and attributes

• Proven experience in customer service, sales, or relationship management, ideally within healthcare or senior living sectors.
• Strong interpersonal skills, with the ability to empathise, communicate effectively, and build rapport with residents, families, and staff.
• Excellent organisational abilities, attention to detail, and capability to manage multiple tasks simultaneously.
• Proficiency in Microsoft Office Suite and CRM software.
• Knowledge of regulatory requirements and industry standards in senior care is desirable.
• Demonstrable marketing experience, not necessarily within a care home setting.
• Proven ability to organise community events, showcasing creativity, attention to detail, effective budgeting, and successful implementation.
• Strong people skills, with the confidence to engage with a diverse range of individuals, from residents and families to business leaders and politicians.
• A team player who can inspire colleagues to maintain high standards and enhance resident wellbeing.

Education and qualification

• Qualification in healthcare administration, business management, or related field preferred.

What will you gain?

• The satisfaction of working with and being supported by an enthusiastic and caring team that puts people at the heart of the business.
• Ample opportunities to learn and develop your skills, with access to training and development programs.
• A supportive work environment with established procedures and processes to ensure your success.