Overview
Position: Care Enquiries & Sales Pipeline Coordinator
Location: St Mellons, Cardiff, CF3 0LT
Salary: upto £33,000 DOE
Hours: 37.5
Shaw healthcare is a care provider operating circa 65 care homes and supported living services across the UK and is the largest employee-owned healthcare company in the UK.
Based in the head office in St Mellons, Cardiff an opportunity has arisen for a Care Enquiries & Sales Pipeline Coordinator to join our Sales and Marketing Team.
Objectives
* To increase occupancy levels across Shaw healthcare.
* Establish and performance-manage contact centre and CRM functions.
* Create a holistic view of all enquiries across the company and the relevant metrics.
* Ensure the sales pipeline is managed with the goal of converting care enquiries to admissions.
* Manage the flow of the sales pipeline to Operations and Executive teams through regular communication.
Principal duties
* Regular liaison with Operations to ensure maximum effort to generate enquiries and facilitate converting them to admissions. Telephone, in person and email.
* Provide data analysis and insight to identify trends, challenges and opportunities for improvement. Potentially by swapping which homes receive contact centre support.
* Support colleagues in delivering consistent and high-quality customer service experiences.
* Attend and contribute to established meetings and forums.
* Contribute to monthly executive and board reports.
* Seek and act upon feedback to improve service quality and effectiveness.
* Be vigilant about doing the right thing for our residents, relatives, and fellow employees.
* Promote the values and ethos of Shaw healthcare in all interactions.
* Support Sales & Marketing workflows such as Social Media, Star Awards, PR and other events.
General Management
* To have a full understanding and working knowledge of all Shaw healthcare policies and procedures and ensure that all these policies are applied at all times.
* To ensure the security and confidentiality of records and information relating to the department.
* Undertake any other reasonable duties within the scope of the role, as requested by your line manager.
* Be creative and solution-driven in your approach to problem-solving.
* Support organisational initiatives that promote occupancy growth, customer satisfaction and operational excellence.
* Participate in training and development to enhance skills and maintain professional knowledge.
Relationships
* Communicate clearly within the Sales and Marketing team and other departments.
* Develop strong working relationships across all levels of the Operations teams.
* Establish and maintain positive relationships with partners and other relevant stakeholders.
* Represent Shaw healthcare professionally at all times.
* Support the team in delivering high-quality customer service and act as a role model.
* Report monthly to the Sales & Marketing Director on project status and outcomes.
Essential Criteria
* Administration experience gained in relevant business development setting
* Ability to prioritise work in an environment which has conflicting pressures and demands
* Effective written and verbal communication skills
* Ability to engage well with residents, relatives, colleagues and other stakeholders
* Be approachable, responsive and empathic
* IT literate, including the use of basic range of software packages
Desirable Criteria
* Experience gained in a range of health and social care settings
* Relevant qualifications in particular Project Management
* Experience of effective management of resources and relationships
* Valid driving license and use of own car for work purposes
Please note this role is subject to an enhanced DBS check
What You Will Get In Return
* 20 days annual leave - increase by 1 day per year to a maximum of 25 days PLUS bank holidays
* Employee Ownership Trust - 76% Employee Owned - our employees have received over £2650 each in tax free bonuses to date!
* Onsite parking
* Enrolment to NEST pension
* Retail/Leisure/Holiday and travel discounts
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