The Customer Experience & Marketing team at Barchester Healthcare have an exciting opportunity for two Customer Experience Learning Specialists to join the team. The role involves working remotely with frequent visits to London and national travel to deliver sales training face-to-face.

Main duties of the job

As a Customer Experience Learning Specialist, your role is to deliver effective 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. You will be responsible for understanding current working practices and results for enquiries/sales, identifying key conversion points, and building training to maximize conversion rates. You will also support the design of structured/formal learning to deliver Occupancy Improvement and Customer Experience improvement, both technical and skill-based.

About us

Barchester Healthcare is a leading provider of high-quality care and support services in the UK. With over 200 care homes and specialist services, they are dedicated to delivering the best possible care and improving the lives of their residents.

Job responsibilities

The Customer Experience & Marketing team have an exciting opportunity for two 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. 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.

As a Customer Experience Learning Specialist, your role is the affective 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:

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

Role and responsibilities:

Understand the current working practices & results for enquiries/sales, immersing yourself into our enquiry to admission journey

Become fully versed with elements of Customer Experience & Resident Experience including Life Enrichment and the Customer Journey, identifying missed opportunities

Identify key conversion points in our enquirer's journey and build training to maximise conversion rates, utilising customer insight to direct actions.

Support the design of structured/formal learning to deliver Occupancy Improvement and Customer Experience improvement both technical and skill based.

Support a digital first approach but offer a blended approach to training delivery working with the operators to understand best delivery method and fit

Be available to travel nationally where learning is required where face to face is the best fit

Ensure you create learning environments with the right tools & systems in place for effective learning

Prepare for all training to ensure the quality of the delivery is of a high standard

Implement training modules into the Barchester Learning and Development platform and future HRIS including testing/pilots

Ensure we have resources and material hosted in Customer Experience and Learning and Development that support current and future leaders in relation to sales and occupancy success

Provide ongoing coaching support to leaders on a one-to-one basis where required

£40,000 per annum

Generous car allowance of £6.5k

Annual bonus

Life cover

Access to a wide range of retail and leisure discounts at big brands and supermarket

Free access to medical specialists, who are available for a second opinion if you need it to make a decision with confidence

Confidential and free access to counselling and legal services

7766

Person Specification

Qualifications

• Previous experience of working as a Learning and Development specialist, with a specialism of sales and conversion. Demonstrable growth in commercial success as a result of learning interventions. A sound understanding of best-in-class sales and customer experience practice & standards in a fast-paced environment across multiple customer facing channels.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.