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. 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 relationships and rapport with others. This role offers a great opportunity for a passionate and self-motivated sales professional 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 a care home and those on a short stay 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
* Understanding of best-in-class sales and customer experience practices and standards 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, including overnight stays
* Understanding of customer experience design and change implementation
Role and responsibilities:
* Understand current working practices and results for enquiries and sales, immersing yourself into our enquiry-to-admission journey
* Become fully familiar with Customer Experience & Resident Experience elements, including Life Enrichment and the Customer Journey, identifying missed opportunities
* Identify key conversion points in the enquiry journey and develop training to maximize conversion rates, using customer insights to guide actions
* Conduct training needs analysis to identify gaps and propose programs to improve commercial performance
* Provide a suite of training materials aligned with Learning and Development objectives and Barchester's 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 while offering blended training delivery methods, collaborating with operators to determine the best approach
* Travel nationally as required for face-to-face training sessions
* Create effective learning environments with appropriate tools and systems
* Prepare and deliver high-quality training modules, ensuring standards are met
* Implement training into the Barchester Learning and Development platform and 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
* Free access to medical specialists for second opinions
* Confidential counseling and legal services
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