Customer Relations Manager | Luxury Care Home Provider | Leicester

Salary: £40,000 – £45,000 + Bonus Scheme

Are you an experienced Customer Relations Manager or sales professional within elderly care looking for an opportunity to make a genuine impact within a luxury care environment? Do you enjoy building community relationships, driving occupancy growth, and improving the visibility of a service within the local market? Are you confident operating where you can take ownership of occupancy and growth while playing a key role in improving commercial performance? Then this could be the opportunity for you.

We are working in partnership with a luxury care home provider to appoint a Customer Relations Manager for one of their elderly care homes in Leicester. This is a highly visible and commercially focused position, with the business now seeking someone capable of driving occupancy growth and improving the home's local presence.

The Opportunity

The Customer Relations Manager will take ownership of occupancy and enquiry generation activity within a luxury care home. This role will work closely alongside operational leadership to improve occupancy performance, strengthen community relationships, and create a more consistent and commercially focused admissions journey for prospective residents and families. This is not a passive or heavily administrative sales role. The organisation is seeking someone confident, proactive, and ambitious, capable of building local relationships, improving visibility within the community, and driving measurable occupancy growth within the home.

Key focus areas include:

• Increasing enquiries
• Improving conversion rates
• Strengthening community engagement
• Supporting respite-to-permanent resident conversions

About the Provider

It is a growing luxury elderly care provider currently operating across multiple homes. As the organisation is currently in a significant growth phase, they are now seeking a commercially focused individual capable of supporting long-term occupancy and operational performance across the portfolio.

Key Responsibilities

• Occupancy & Sales Performance
  • Drive occupancy growth across the home
  • Increase enquiry generation and improve conversion rates
  • Manage the full resident journey from enquiry through to admission
  • Support respite-to-permanent resident conversions
  • Deliver commercial activity aligned to occupancy targets and business objectives
• Community Engagement & Relationship Building
  • Build strong relationships within the local community
  • Develop relationships with prospective residents and families
  • Increase the home's visibility and reputation within the local market
  • Strengthen local networking and external stakeholder engagement
  • Represent the home professionally within the community
• Admissions & Resident Experience
  • Manage and respond to all enquiries in a timely and professional manner
  • Conduct tours for prospective residents and families
  • Ensure a positive and consistent admissions journey
  • Support residents and families throughout the decision-making process
  • Work collaboratively with operational teams to deliver excellent customer experience
• Commercial & Operational Support
  • Work closely alongside the Home Manager and wider leadership team
  • Support occupancy strategy and wider commercial performance
  • Identify opportunities to improve enquiry conversion and customer engagement
  • Provide regular updates regarding occupancy activity and pipeline management
  • Support wider business growth objectives through strong local performance

The Ideal Candidate

You will be a commercially aware, relationship-focused individual capable of improving occupancy performance while building strong connections within the local community and wider care market.

Essential:

• Experience within elderly care
• Previous experience within a Customer Relations Manager, Home Admissions Advisor, Client Liaison, or similar occupancy-focused role
• Strong sales, enquiry management, and conversion experience
• Excellent communication and relationship-building skills
• Commercial awareness with the ability to drive occupancy performance
• Confidence operating within a highly visible, front-facing role
• Strong organisational and interpersonal skills
• Ability to work independently while collaborating effectively with operational teams

Desirable:

• Experience within luxury care home environments
• Experience increasing community engagement and local networking activity
• Strong understanding of the resident admissions journey

You will be proactive, commercially driven, confident building relationships, and motivated by improving occupancy and commercial performance within a growing luxury care provider.

Package & Benefits

• £40,000 base salary
• Flexibility up to approximately £45,000 for exceptional candidates
• Bonus scheme included
• Opportunity to join a growing luxury care provider

Location & Working Pattern

• Leicester
• 5 days per week onsite within the home
• Candidates ideally located within approximately 1 hour commute

Interview Process

Two-stage interview process expected with Director-level leadership involvement throughout the process.

Summary

This is an excellent opportunity for a commercially focused Customer Relations professional to join a growing luxury care provider and play a key role in improving occupancy performance within an established provider. Offering visibility, autonomy, and the opportunity to genuinely influence occupancy growth and local reputation, this role would suit someone motivated by challenge, relationship building, and driving measurable results within a premium elderly care environment.

Application Process

To apply or request further information, contact Charlie at Compass Associates for a confidential discussion. 0161 938 1185 cwilliams@compassltd.co.uk

Recommendations

Compass Associates Ltd acts as a Recruitment Consultancy for this permanent vacancy. Successful referrals receive £500 in vouchers or a £500 charity donation.