Customer Experience and Sales Learning Specialist

The Customer Experience & Marketing team has an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. This is a remote role with frequent visits to London and national travel to deliver face-to-face training.

We are looking for candidates who thrive on building strong consultative 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 involves the effective delivery of learning solutions across Barchester Healthcare that drive high occupancy levels through converting those seeking care homes and short-stay residents to permanent residency.

Required skills and experience:

• Demonstrable growth in commercial success resulting from learning interventions.
• Previous experience 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.
• Possession of a full UK driving license and ability to undertake regular travel across the UK, including overnight stays.
• An understanding of customer experience design and change implementation.

Role and responsibilities:

• Understand current working practices and results for enquiries and sales, immersing into the enquiry-to-admission journey.
• Become fully versed with Customer Experience & Resident Experience elements, including Life Enrichment and the Customer Journey, identifying missed opportunities.
• Identify key conversion points in the enquirer's journey and build training to maximize conversion rates, using customer insights to inform actions.
• Conduct training needs analysis to identify gaps and propose programmes to enhance commercial performance.
• Provide a suite of training materials aligned with Learning and Development and Barchester brand tone of voice.
• Support the design of structured learning to improve occupancy and customer experience, both technical and skill-based.
• Support a digital-first approach with blended training delivery methods, collaborating with operators for the best fit.
• Travel nationally as required to deliver face-to-face training where appropriate.
• Create effective learning environments with appropriate tools and systems.
• Prepare all training to ensure high-quality delivery.
• Implement training modules into the Barchester Learning and Development platform and future HRIS, including testing and pilots.
• Maintain resources and materials supporting current and future leaders in sales and occupancy success.
• Provide ongoing coaching support to leaders on a one-to-one basis as needed.

Rewards package:

• £48,000 per annum
• Generous car allowance of £6.5k
• Annual bonus
• 25 days holiday plus bank holidays
• Life cover
• Access to retail and leisure discounts, medical specialists, and confidential support services.