Customer Experience Manager

As a Customer Experience Manager at Barchester Healthcare you will champion a customer first culture, designing, driving and overseeing the resident experience to enhance well being, reputation and occupancy levels.

Job responsibilities

You will work across operations, marketing, the dementia and regulation teams, and Learning & Development to identify and prioritise initiatives that meet resident needs and business objectives. Key activities include:

• Leading projects that deliver short term wins and long term proposals within agreed budgets.
• Collaborating with the Director of Customer Experience and Marketing to analyse and improve service delivery.
• Traveling to support priority homes and the Divisional Support team to embed first class initiatives.
• Preparing and presenting engaging findings to internal stakeholders and external partners.

Person Specification

• Project management skills with a proven ability to deliver on time and within budget.
• Excellent communication, analytical and stakeholder engagement abilities.
• Background in customer experience design and implementation preferred.
• Self motivated, organised and creative, able to work under pressure.
• Full UK driving licence required.

Rewards package

• Competitive salary and annual bonus
• Contributory pension scheme
• Company car
• Company laptop and mobile phone
• Life cover and 25 days annual leave plus public holidays

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure and Barring Service check will be required to screen for any previous criminal convictions.