Job summary

Barchester Healthcare is seeking a Customer Experience and Sales Learning Specialist to join their team. This role involves delivering learning solutions across the organization to drive high levels of occupancy and conversion rates for their care homes. The successful candidate will have a strong background in sales, customer experience, and learning and development, with the ability to travel nationally to provide face-to-face training.

Main duties of the job

The Customer Experience & Marketing team at Barchester Healthcare have an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. The role involves working remotely with frequent visits to London and national travel to deliver training face-to-face. The successful candidates will thrive on building strong consultative working relationships and rapport with others, and will be passionate and self-motivated individuals who are keen to work in-house and focus on driving the Barchester brand standards.

About us

Barchester Healthcare is a leading provider of care homes and healthcare services in the UK. With over 200 care homes and hospitals across the country, they are committed to delivering high-quality care and support to their residents and patients. The organization has a strong focus on continuous improvement and innovation, and is dedicated to providing a positive customer experience.

Details

• Date posted: 29 July 2025
• Pay scheme: Other
• Salary: £48,000 a year
• Contract: Permanent
• Working pattern: Full-time, Part-time
• Reference number: 1351562074
• Job locations: Barchester Healthcare, Cardiff, CF3 2UQ

Job description

Responsibilities

The Customer Experience & Marketing team have an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. Working remotely with frequent visits to London and national travel to deliver training face-to-face. We are looking for candidates who thrive on building strong consultative working relationships and rapport with others. This is a great opportunity for a passionate and self-motivated sales individual who is keen to work in-house and focus on driving the Barchester brand standards. Your role is the effective delivery of learning solutions across Barchester Healthcare that drive high levels of occupancy through the conversion of those looking for a care home, and those on a current short stay to convert to permanent residency.

Required skills and experience

• Demonstrable growth in commercial success as a result of learning interventions
• Previous experience of working as a Learning and Development specialist, with a focus on sales and conversion
• A sound understanding of best-in-class sales and customer experience practices & standards in a fast-paced environment across multiple customer-facing channels
• Possess a full UK driving licence and ability to undertake regular travel across the UK with possible overnight stays
• Understanding of customer experience design and change implementation

Role and responsibilities

• Understand current working practices & results for enquiries/sales, immersing into the enquiry to admission journey
• Fully understand elements of Customer & Resident Experience, including Life Enrichment and the Customer Journey, identifying missed opportunities
• Identify key conversion points and build training to maximize conversion rates, using customer insight
• Complete training needs analysis and propose programs to improve performance
• Provide training materials aligned with Learning & Development and Barchester brand tone
• Design structured learning for Occupancy and Customer Experience improvements, both technical and skill-based
• Support a digital-first approach with blended training delivery methods
• Travel nationally as required for face-to-face training
• Create effective learning environments with appropriate tools & systems
• Prepare and deliver high-quality training sessions
• Implement training modules into Barchester Learning and Development platform and HRIS
• Maintain resources supporting current and future leaders in sales and occupancy success
• Provide ongoing coaching to leaders individually

Rewards package

• £48,000 per annum
• Car allowance of £6.5k
• Annual bonus
• 25 days holiday plus bank holidays
• Life cover
• Retail and leisure discounts
• Free access to medical specialists
• Confidential counselling and legal services