The Resident and Family Experience Partner plays a fundamental role in shaping the first experience prospective residents and families have with Constantia Healthcare Group.
The postholder owns the prospective resident and family journey across Constantia Healthcare Group, ensuring every interaction, conversation and transition reflects the organisation’s values, standards and commitment to exceptional care.
Acting as the first voice, first relationship and often the first source of reassurance, the postholder will guide and support families throughout every stage of their care journey — from initial enquiry through to onboarding, transition and settling into their new home.
This role combines relationship-led sales, occupancy development, customer journey management, onboarding coordination and emotionally intelligent engagement within a highly people-focused environment.
The successful candidate will take ownership of the full enquiry pipeline, lead nurturing and conversion journey across the group, ensuring prospective residents and families receive an exceptional, responsive and compassionate experience whilst supporting occupancy growth and commercial performance across Constantia Healthcare Group.
The role requires someone who can confidently build trust, understand individual needs, manage emotionally sensitive conversations, and guide families through complex decision-making with warmth, professionalism, and confidence.
The Resident and Family Experience Partner will act as the “estate agent” for Constantia Healthcare Group — proactively generating enquiries, nurturing relationships, creating exceptional first impressions and guiding prospective residents and families through every stage of their care journey.
Working as part of the Story and Purpose Team, the role will also support Constantia Healthcare Group in understanding how residents and families discover, experience and engage with the organisation through insight gathering, conversion tracking, marketing intelligence and relationship-led feedback.
This role will be measured against enquiry responsiveness, customer journey quality, occupancy contribution, enquiry conversion performance, CRM quality standards and relationship development activity.
This is a role for somebody who understands that behind every enquiry is a person, a family and a story.
About The Role
About Constantia Healthcare Group
At Constantia Healthcare Group, we believe care begins long before somebody moves into one of our homes.
It begins with a conversation.
A family searching for reassurance.
A difficult decision.
A moment where trust, compassion and guidance matter most.
Our homes are places of warmth, belonging, dignity and purpose. We are committed to creating exceptional experiences not only for our residents, but for the families and loved ones walking alongside them.
The Story and Purpose Team exists to ensure every interaction with Constantia reflects who we are, what we stand for and the experience we want every resident and family to have from the very beginning.
We understand that choosing care is never simply a transaction. It is a deeply emotional and significant life transition, and the way families experience that journey matters enormously.
Job Purpose
The Resident and Family Experience Partner plays a fundamental role in shaping the first experience prospective residents and families have with Constantia Healthcare Group.
The postholder owns the prospective resident and family journey across Constantia Healthcare Group, ensuring every interaction, conversation and transition reflects the organisation’s values, standards and commitment to exceptional care.
Acting as the first voice, first relationship and often the first source of reassurance, the postholder will guide and support families throughout every stage of their journey into care — from initial enquiry through to onboarding, transition and settling into their new home.
This role combines relationship-led sales, occupancy development, customer journey management, onboarding coordination and emotionally intelligent engagement within a highly people-focused environment.
The successful candidate will take ownership of the full enquiry pipeline, lead nurturing and conversion journey across the group, ensuring prospective residents and families receive an exceptional, responsive and compassionate experience whilst supporting occupancy growth and commercial performance across Constantia Healthcare Group.
The role requires somebody who can confidently build trust, understand individual needs, manage emotionally sensitive conversations and guide families through complex decision-making with warmth, professionalism and confidence.
The Resident and Family Experience Partner will act as the “estate agent” for Constantia Healthcare Group — proactively generating enquiries, nurturing relationships, creating exceptional first impressions and guiding prospective residents and families through every stage of their journey into care.
Working as part of the Story and Purpose Team, the role will also support Constantia Healthcare Group in understanding how residents and families discover, experience and engage with the organisation through insight gathering, conversion tracking, marketing intelligence and relationship-led feedback.
This role will be measured against enquiry responsiveness, customer journey quality, occupancy contribution, enquiry conversion performance, CRM quality standards and relationship development activity.
This is a role for somebody who understands that behind every enquiry is a person, a family and a story.
Key Responsibilities
Resident and Family Experience
* Act as the first point of contact for all prospective resident, family and professional enquiries across Constantia Healthcare Group.
* Respond promptly, professionally and compassionately to all enquiries received via telephone, website, email and FOUND CRM.
* Ensure prospective residents and families receive contact within minutes of an enquiry being received wherever possible.
* Build trusting and meaningful relationships with prospective residents and families from the very first interaction.
* Recognise the emotional significance and complexity involved when families are considering care options.
* Provide reassurance, guidance and compassionate support throughout the decision-making journey.
* Ensure every family feels heard, informed, supported and valued throughout their experience with Constantia.
* Deliver a highly personalised, responsive and relationship-centred experience at every stage.
* Create exceptional first impressions and ensure every prospective resident and family experiences warmth, professionalism and reassurance from the very first interaction.
* Build confidence in Constantia Healthcare Group services through exceptional communication, professionalism and relationship management.
* Act as a consistent and trusted point of contact throughout the resident journey.
* Ensure prospective residents and families receive the Constantia Healthcare Group Journey Pack from the very first interaction to help guide them through the process with clarity and reassurance.
Occupancy, Sales and Conversion
* Take ownership of the full resident enquiry and conversion journey across Constantia Healthcare Group.
* Manage and nurture the enquiry pipeline from initial enquiry through to onboarding and move-in.
* Support occupancy growth through proactive, relationship-led sales activity.
* Build immediate trust and rapport with prospective residents and families through warm, professional and emotionally intelligent communication.
* Conduct effective and timely follow-up activity to maximise enquiry conversion opportunities.
* Ensure no enquiry feels unsupported, overlooked or forgotten.
* Maintain regular communication with prospective residents and families throughout their journey.
* Confidently present Constantia Healthcare Group’s homes, services, values and approach to care.
* Develop strong understanding of each prospective resident’s circumstances, motivations, concerns and care requirements.
* Support families in reaching informed and confident decisions regarding care.
* Guide conversations towards occupancy conversion whilst always maintaining a compassionate and values-led approach.
* Support the transition from enquiry to commitment, helping prospective residents and families feel emotionally and practically ready to join the Constantia community.
* Maintain awareness of occupancy performance, enquiry trends and conversion activity across the group.
* Understand occupancy priorities across homes and proactively support conversion opportunities.
* Work towards occupancy and conversion objectives as agreed with the Head of Story and Purpose.
Business Development and Enquiry Generation
* Proactively generate new enquiries and occupancy opportunities across Constantia Healthcare Group.
* Develop and maintain strong relationships with hospitals, discharge teams, discharge suites, social workers, care managers, dementia cafés, community organisations and healthcare professionals.
* Promote Constantia Healthcare Group services confidently and professionally within local communities and wider healthcare networks.
* Conduct proactive outreach activity to generate interest, referrals and occupancy opportunities across the group.
* Build and maintain a strong external referral network to support consistent enquiry generation.
* Contact historic and inactive enquiries to identify renewed interest and future opportunities.
* Re-engage previous respite residents and families to explore ongoing or permanent residency opportunities.
* Contact respite residents and families during their stay to understand their experience and explore longer-term conversion opportunities where appropriate.
* Build relationships with current residents and families to support positive word-of-mouth engagement and referral generation.
* Identify opportunities to strengthen Constantia’s visibility, reputation and enquiry generation activity across local communities.
* Ensure business development activity aligns with Constantia’s values, culture and relationship-led approach.
Show Rounds, Hospitality and Resident Journey Management
* Coordinate and arrange highly personalised show rounds across Constantia Healthcare Group homes and services.
* Work in partnership with Home Operations Managers to ensure all show rounds and clinical assessments are effectively coordinated, owned and delivered to a high standard.
* Ensure every prospective resident and family experiences a warm, welcoming and meaningful introduction to the organisation.
* Contact families ahead of visits to provide reassurance, confirmation and personalised support.
* Create thoughtful and memorable experiences for prospective residents and families by focusing on the small details that matter.
* Ensure homes are prepared for visits and that hospitality-led touches are in place wherever possible.
* Support families with practical guidance prior to visits, helping them feel comfortable and prepared.
* Conduct post-visit follow-up calls to gather feedback, answer questions, address concerns and support progression through the decision-making process.
* Track and manage every stage of the resident journey from first enquiry through to onboarding and settling into the home.
* Ensure the resident journey remains seamless, responsive and emotionally supportive throughout.
Assessments, Financials and Onboarding
* Coordinate and complete initial resident assessments within the Nourish care system.
* Work in partnership with Home Operations Managers and clinical teams to ensure full clinical assessments are arranged and completed appropriately.
* Complete financial assessments in line with organisational guidance and processes.
* Support families in understanding funding pathways, fee structures and financial processes confidently and transparently.
* Coordinate the onboarding journey from enquiry through to move-in.
* Ensure onboarding documentation, agreements, resident contracts and finance-related paperwork are completed accurately and efficiently.
* Work in partnership with the Finance Team to ensure all financial onboarding documentation is complete, compliant and processed effectively.
* Save all completed contracts and financial documentation within FOUND CRM and notify the Finance Team when documentation is ready for review and processing.
* Ensure all onboarding information is distributed promptly to the relevant internal departments.
* Coordinate closely with operational, finance, care and clinical teams to ensure smooth and well-managed transitions into the home.
* Ensure welcome information and onboarding packs are issued to help residents and families understand what their journey with Constantia Healthcare Group will look like.
* Support positive, organised and reassuring move-in experiences for residents and families.
FOUND CRM Management, Insight and Storytelling
* Act as the key user and internal champion for FOUND CRM across Constantia Healthcare Group.
* Ensure every enquiry within FOUND CRM is maintained to an exceptionally high standard with detailed, accurate and meaningful information recorded throughout the customer journey.
* Maintain robust records of all communication, follow-up activity, conversion progress, assessments, visits and engagement activity within FOUND CRM.
* Ensure all enquiry journeys, tasks, actions and progress updates are clearly documented and actively managed within the system.
* Create, assign and manage tasks within FOUND CRM to support effective enquiry progression and follow-up activity.
* Ensure no enquiry pipeline activity becomes inactive or unmanaged.
* Capture detailed enquiry source information and accurately record how prospective residents and families first engaged with Constantia Healthcare Group.
* Proactively gather insight relating to marketing effectiveness, referral pathways, digital engagement, community presence and enquiry generation activity.
* Track and monitor lead sources, enquiry trends, occupancy activity and conversion performance across the group.
* Identify patterns and trends relating to successful enquiry generation and conversion opportunities.
* Share marketing intelligence, customer insight and enquiry trends directly with the Story and Purpose Team to support future strategy, marketing focus and organisational growth.
* Support the Story and Purpose Team in understanding where enquiries are being generated from and where organisational resource, marketing and engagement activity should be focused.
* Produce accurate reporting and insight to support occupancy growth, strategic decision-making and customer experience improvement.
* Ensure enquiry and conversion data is consistently maintained to support performance measurement and return on investment analysis.
* Contribute to the continuous improvement of the resident and family journey through feedback, insight gathering and experience-led learning.
* Ensure every interaction reflects Constantia’s values, culture and organisational purpose.
Administration and Coordination
* Ensure all communication, assessments, onboarding actions and resident information are recorded accurately and professionally.
* Liaise effectively with homes and internal departments to ensure smooth coordination throughout the resident journey.
* Maintain confidentiality, GDPR compliance and professional standards at all times.
* Support reporting requirements relating to occupancy, enquiries, conversions and resident experience activity.
* Ensure all systems and processes are maintained in line with organisational expectations and quality standards.
* Act as an ambassador for the Constantia Healthcare Group brand, values and culture at all times.
Person Specification
Essential
* Exceptional communication and interpersonal skills.
* Warm, compassionate and emotionally intelligent approach.
* Strong relationship-building, sales and customer experience skills.
* Ability to confidently manage sensitive and emotional conversations.
* Commercially aware with an understanding of occupancy-focused environments.
* Confident and proactive telephone communication skills.
* Ability to nurture relationships and convert opportunities professionally and ethically.
* Highly organised with excellent attention to detail.
* Responsive, proactive and solution-focused approach to work.
* Strong administrative and IT skills.
* Ability to build trust quickly and professionally.
* Ability to work collaboratively across multiple teams and services.
* Ability to manage multiple enquiries and competing priorities effectively.
* Confidence generating enquiries, building networks and developing external relationships.
Desirable
* Experience within health and social care, hospitality, customer experience or relationship-led sales environments.
* Previous experience managing enquiries, onboarding, occupancy or customer journeys.
* Experience using CRM systems such as FOUND.
* Experience using care systems such as Nourish.
* Understanding of residential, nursing and dementia care services.
* Knowledge of care funding and financial assessment processes.
* Experience working within occupancy, customer journey or business development-focused environments.
Key Behaviours
* Compassionate and emotionally supportive.
* Relationship-led and people-focused.
* Commercially aware whilst values-driven.
* Professional, warm and approachable.
* Responsive and highly organised.
* Confident and emotionally intelligent communicator.
* Persuasive whilst always compassionate and ethical.
* Proactive and driven.
* Passionate about creating exceptional experiences.
* Aligned to Constantia’s culture, story and purpose.
Our Story and Purpose
At Constantia Healthcare Group, we understand that moving into care is not simply a transaction. It is a deeply personal life transition that requires trust, compassion, reassurance and guidance.
The Resident and Family Experience Partner plays a vital role in ensuring every person who reaches out to Constantia feels supported from the very beginning.
This role is about far more than managing enquiries.
It is about helping families navigate one of life’s biggest decisions with dignity, confidence and trust — whilst ensuring every journey into Constantia Healthcare Group begins with warmth, professionalism and purpose.
Required Criteria
Skills Needed
About The Company
At Constantia Healthcare Group, we believe great care starts with great people. We are a values-driven organisation supporting individuals with age-related needs and complex care requirements, ensuring the people we care for remain at the centre of everything we do. Our teams are supported, respected and encouraged to grow, because we know that when our colleagues thrive, the quality of care we deliver thrives too. We are proud to be an organisation that invests in its services, develops its people and continually strives for excellence. Joining Constantia means becoming part of a team that genuinely cares about making a difference.
Company Culture
Constantia Healthcare Group is a growing care organisation dedicated to providing high-quality support for people with age-related needs and complex care requirements. Our approach is simple: put people first and build teams that feel supported, valued and proud of the work they do. We believe in strong leadership, clear values and a culture where colleagues are empowered to deliver the very best care. We are committed to continuously improving our homes, investing in our teams and raising standards across everything we do. If you want to work somewhere where your contribution truly matters, Constantia Healthcare Group is a place where you can thrive.
Company Benefits
At Constantia Healthcare Group we believe that when our colleagues feel supported, valued and recognised, they are able to deliver the very best care. That is why we offer a comprehensive benefits package designed to support both professional development and personal wellbeing. Our colleagues benefit from ongoing training and career development opportunities, annual salary reviews and a workplace pension scheme to support long-term financial security. Alongside this, we offer wellbeing support including confidential counselling and mental health resources, a paid day off on your birthday, a paid volunteering day, employee recognition awards, high street discounts and access to wellbeing initiatives. Additional benefits include referral bonuses, discounted gym membership, an electric vehicle salary sacrifice scheme and a strong network of colleagues across the organisation who support one another every day.
Vacation, Paid time off, Performance bonuses, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, A diversity program, Free parking, Free work laptop, Referral bonus, Company retreats, Competitive salary, Long service recognition, Employee Assistance Scheme, Wellbeing Scheme, Blue Light Card, Shopping Cashback, Work With Charities, Employee Recognition Scheme, Culture of recognition, On the job learning, Progression opportunities, Access to Health & Wellbeing app, Staff celebration events, Company employee App
Salary
Starting from £32,500.00 per year