The Customer Experience & Marketing team has 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 face-to-face training.

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 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 prospects looking for a care home and those on short stays 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 in a fast-paced environment across multiple customer-facing channels
• Possession of 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 and results for enquiries/sales, immersing yourself in 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
• Complete training needs analysis to identify gaps and propose programs to drive performance
• Develop training materials aligned with Learning and Development standards 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 learning delivery, working with operators to determine the best methods
• Travel nationally for face-to-face training where necessary
• Create effective learning environments with appropriate tools and systems
• Prepare high-quality training sessions
• Implement training modules into the Barchester Learning and Development platform and HRIS, including testing and pilots
• Maintain resources supporting sales and occupancy success for current and future leaders
• Provide ongoing coaching support to leaders on a one-to-one basis as needed

Rewards package:

• £48,000 per annum
• £6,500 car allowance
• Annual bonus
• 25 days holiday plus bank holidays
• Life cover
• Access to retail and leisure discounts
• Free access to medical specialists for second opinions
• Confidential counselling and legal services

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