Overview
The Customer Experience & Marketing team have an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. The role is remote 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 relationships and rapport with others. This is a great opportunity for a passionate, self-motivated sales professional who wants to work in-house and focus on driving the Barchester brand standards. Your role is the delivery of learning solutions across Barchester Healthcare that drive high occupancy by converting those looking for a care home and those on a short stay to permanent residency.
Required skills and experience
* Demonstrable growth in commercial success as a result of 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 practice and standards in a fast-paced environment across multiple customer facing channels
* Possess a full UK driving licence and the ability to undertake regular travel across the UK with possible overnight stays
* An understanding of customer experience design and change implementation
Role and responsibilities
* Understand the current working practices and results for enquiries/sales, immersing yourself in our enquiry-to-admission journey
* Be fully versed with elements of Customer Experience and Resident Experience including Life Enrichment and the Customer Journey, identifying missed opportunities
* Identify key conversion points in the enquirer’s journey and build training to maximise conversion rates, using customer insight to direct actions
* Complete training needs analysis to identify gaps and propose programmes that drive commercial performance
* Provide a suite of training materials aligned to Learning and Development and Barchester brand tone of voice
* Support the design of structured/formal learning to deliver Occupancy Improvement and Customer Experience improvement (technical and skill-based)
* Support a digital-first approach but offer a blended delivery method in collaboration with operators
* Be available to travel nationally where learning is required and where face-to-face delivery is the best fit
* Ensure learning environments have the right tools and systems for effective learning
* Prepare for all training to ensure high-quality delivery
* Implement training modules into the Barchester Learning and Development platform and future HRIS, including testing/pilots
* Ensure resources and materials are hosted to 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
Rewards package
* £48,000 per annum
* Generous car allowance of £6.5k
* Annual bonus
* 25 days holiday plus bank holidays
* Life cover
* Access to a wide range of retail and leisure discounts
* Free access to medical specialists for a second opinion
* Confidential and free access to counselling and legal services
Job details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
* Industries: Technology, Information and Internet
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