At a Glance
- Tasks: Lead client relationships and drive improvements in customer experience within the care home sector.
- Company: Join Prosperwell, a leading agency transforming sales and marketing in social care.
- Benefits: Competitive salary up to £48,000, hybrid work, and opportunities for professional growth.
- Other info: Dynamic role with varied tasks and excellent career advancement potential.
- Why this job: Make a real impact in the care sector while developing your leadership skills.
- Qualifications: Experience in care homes and strong communication skills are essential.
The predicted salary is between 48000 - 48000 £ per year.
Your job: Customer Experience/relationship Manager (CARE HOME SECTOR)
Location: Hybrid (every fortnight)
Salary: Up to £48,000pa
Must have Care home experience
Prosperwell is redefining how sales and marketing works in the UK social care sector. We help the country’s leading care organisations grow sustainably so they can continue delivering exceptional care to families who need it most. As the UK’s leading specialist sales and marketing agency for care providers, we have built our reputation through discipline, expertise, and a relentless focus on outcomes. We invest heavily in our people, our systems, and our standards.
Overview & Job Purpose
The Sales and Customer Experience Manager leads a portfolio of care provider clients, driving improvements in enquiry conversion, occupancy performance and customer experience. The role combines client management, leadership, commercial thinking and operational delivery. You will manage client relationships, develop and support team members, lead performance discussions, oversee enquiry management activity and contribute to the ongoing growth of Prosperwell.
This is an excellent opportunity for an ambitious individual who is ready to take the next step in their career. We are looking for someone with the capability, ambition and mindset to grow into a significant leadership role within Prosperwell. The successful candidate will thrive in a fast paced environment, enjoy variety, embrace accountability and genuinely enjoy solving problems.
The Reality Of The Role
This is a varied and demanding role. You will be managing multiple clients, projects, deadlines, and priorities at the same time. No two days look the same. One hour you may be analysing enquiry conversion data, the next you may be coaching a team member, presenting to a client, reviewing a report, or supporting a project launch. Working remotely requires strong self-management, organisation, and personal accountability. You must be comfortable managing your own workload and taking ultimate ownership of outcomes.
Reporting Structure
Reports To: Head of Sales & Customer Experience
Direct Reports: Customer Experience Executives
Key Responsibilities
- Client Management & Strategic Partnership: Establish and cultivate high-trust, strategic relationships with key client stakeholders to position Prosperwell as an indispensable growth partner. Confidently lead client performance meetings to present conversion insights, guide constructive discussions, and align everyone on clear next steps. Maintain absolute visibility and ownership over client KPIs, systematically tracking performance to ensure every account consistently operates above target.
- Client Performance & Data Analytics: Fix repeatable systems and assets to structurally resolve recurring client problems, shifting from reactive troubleshooting to proactive operational improvement. Drive commercial account health, retention, and expansion by proactively identifying client risks and unlocking organic growth opportunities. Deeply analyse complex enquiries, conversions, and occupancy data to pinpoint hidden friction points across the customer journey. Lead the development, implementation, and measurement of high-impact strategic recommendations and operational improvement plans.
- Drive Team Excellence: Lead, develop, and scale a high-performing team of Customer Experience Executives, raising the standard of delivery across all client accounts. Structured Performance Management: Establish objective-setting frameworks, conduct regular, formal 1-to-1s, and confidently manage any performance concerns within the team. Capacity & Resource Allocation: Proactively manage team workload capacity, ensuring priorities are balanced effectively and resources are optimised. Quality Assurance: Review and approve work produced by team members to guarantee all deliverables meet the company's center-of-excellence benchmarks. Talent Growth: Play an active role in the recruitment, interviewing, and onboarding of incoming talent to support department growth.
- Enquiry Management and Customer Experience: Supervise enquiry management activity and review customer journeys across client accounts. Ensure all wider Prosperwell service lines, including Mystery Shopping, Decision Insights, Sales Training, and Growth Toolkits, meet strict company quality standards.
What Success Looks Like
You will be evaluated on high-level outcomes rather than minor daily tasks, specifically:
- Client Performance & Trust: Client accounts consistently hitting or passing conversion and occupancy goals.
- Team Performance: A highly motivated team operating efficiently without delivery bottlenecks.
- Operational Progress: Transitioning the department from reactive troubleshooting to systemic, repeatable solutions.
Skills and Experience Required
- Experience within the care sector
- Experience in sales, admissions, occupancy, customer experience or enquiry management
- Strong communication, relationship-building, and organisational skills
- Ability to manage multiple priorities simultaneously with strong commercial awareness.
- Confidence using CRM systems, AI & technology platforms, data, and performance reporting.
- A curious, adaptable, energetic, and solutions-focused attitude
Who This Role Would Suit
This role may be particularly suited to:
- Customer Relationship Managers
- Admissions Managers
- Occupancy Managers
- Business Development professionals within the care sector
- High performing individuals ready to take their first significant leadership role
We are looking for potential as much as experience. We can teach our systems and methodologies. What matters most is your attitude, ambition, willingness to learn and desire to deliver exceptional results.
Our Core Values
- Striving for Excellence: We hold ourselves to exceptionally high standards and take pride in delivering work that genuinely moves the needle.
- Humility and Collaboration: We value open, honest communication and believe the best outcomes come from learning together and challenging ideas constructively.
- Positive and Energetic: We believe great work happens in an environment that is encouraging, supportive, and enjoyable.
- Problem Solving: We take ownership, act decisively, and approach challenges with a solutions first mindset.
- Efficient: We work systematically, build repeatable processes, and focus on doing the right work well rather than more work poorly.
Customer Relationship Manager (Care home sector) employer: Prosperwell
Prosperwell is an exceptional employer that fosters a dynamic work culture, blending the flexibility of remote work with the collaborative spirit of our London Liverpool Street office. We prioritise employee growth through continuous learning opportunities and innovative projects, ensuring that you can thrive in your role while contributing to meaningful advancements in Local SEO and AI Discovery. Join us to be part of a forward-thinking team that values creativity and impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Manager (Care home sector)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Prosperwell. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Prosperwell before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relationship Manager (Care home sector)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Prosperwell:Your cover letter is your chance to shine! Tell us why you want to work at Prosperwell specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Prosperwell!
How to prepare for a job interview at Prosperwell
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
