Customer Relation Manager in Pudsey

Leeds, Yorkshire (Initially based in Leeds, with the potential to support a wider region of 68 care homes)

Reports To: Home Manager & Chief Operating Officer

Salary: Competitive + Performance Bonus

Company: Parkhomes UK

About the Role

At Parkhomes UK, we believe that choosing a care home is one of the most important decisions a family will ever make. As our Customer Relationship Manager (CRM), you will play a pivotal role in guiding prospective residents and their families through this journey with compassion, professionalism, and integrity, while driving sustainable occupancy growth across the home. This is much more than a sales role. It is an opportunity to build trusted relationships, strengthen our reputation within the local community, and ensure every prospective resident receives an exceptional experience from initial enquiry through to admission.

You will take ownership of the enquiry journey, develop strategic referral partnerships, and implement effective marketing initiatives that position Parkhomes UK as the care provider of choice within Leeds and the surrounding region.

Key Responsibilities

• Occupancy Growth & Business Performance
  • Develop and deliver both short-term and annual occupancy growth strategies.
  • Analyse occupancy trends and identify opportunities for growth and improvement.
  • Drive sustainable occupancy levels while maintaining the highest standards of customer experience.
• Customer Experience & Admissions
  • Manage all enquiries with empathy, professionalism, and urgency.
• Business Development & Community Engagement
  • Build and maintain strong referral networks with:
  • Hospitals and discharge teams
  • Integrated Care Boards (ICBs)
  • Social workers and care managers
  • GP practices and community healthcare professionals
  • Solicitors and financial advisers
  • Local charities and community organisations
• Additional responsibilities include:
  • Representing Parkhomes UK at networking events, exhibitions, and industry meetings.
  • Organising community events, open days, educational sessions, and family support initiatives.
  • Developing relationships that enhance the home's reputation and generate quality referrals.
  • Supporting relatives and families navigating their loved one's dementia and care home journey.
• Marketing & Brand Promotion
  • Support and contribute to local marketing campaigns.
  • Encourage positive online reviews, testimonials, and customer feedback.
  • Promote the home's achievements, events, success stories, and community involvement.
  • Strengthen brand awareness within the local healthcare and social care community.
• Performance & Reporting
  • Maintain accurate and up-to-date CRM records.
  • Produce weekly and monthly sales and occupancy reports.
  • Track and report performance against agreed KPIs.

Skills, Experience & Qualifications

Essential

• Proven success in growing occupancy within a care home, healthcare, or related environment.
• Excellent relationship-building, networking, and stakeholder management skills.
• Strong commercial awareness and negotiation skills.
• Full UK driving licence and willingness to travel across the region as required.

Desirable

• Previous experience as a:
• Customer Relationship Manager
• Customer Sales Manager
• Admissions Manager
• Business Development Manager within elderly care
• Knowledge of the Leeds and Yorkshire healthcare and social care landscape.
• Experience using CRM systems and sales reporting tools.
• Understanding of:
• Self-funded placements
• Local authority-funded placements
• NHS-funded placements
• Experience within dementia care, residential care, or nursing home environments.

Key Performance Indicators (KPIs)

Success in this role will be measured against:

• Occupancy growth and sustainability
• Occupancy and revenue targets
• Enquiry response times
• Enquiry-to-viewing conversion rates
• Viewing-to-admission conversion rates
• Average enquiry journey length
• Number and quality of new referral relationships established
• Community engagement and event activity
• Customer satisfaction levels
• Family feedback and testimonials
• Accuracy and quality of CRM reporting

Why Join Parkhomes UK?

At Parkhomes UK, you will have the opportunity to make a genuine difference to people's lives while helping shape the future success of our homes and services.

• Competitive salary
• Performance-related bonus scheme
• Pension scheme
• Ongoing professional development and training
• Supportive and collaborative leadership team
• Opportunities for career progression and regional responsibility
• The chance to influence business growth and strategy
• A values-driven culture where people always come first

Apply Now

If you are passionate about delivering exceptional customer experiences, building meaningful relationships, and driving occupancy growth through integrity, innovation, and compassion, we would love to hear from you.