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. The role is remote, 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 is a great opportunity for a passionate and self-motivated sales professional keen to work in-house and focus on driving Barchester's brand standards.
Your role involves the effective delivery of learning solutions across Barchester Healthcare to drive high occupancy levels through the conversion of prospective residents and short-stay clients to permanent residency.
Required Skills and Experience:
* Demonstrable growth in commercial success resulting from learning interventions
* Experience as a Learning and Development specialist, particularly in sales and conversion
* Understanding of best-in-class sales and customer experience practices in a fast-paced, multi-channel environment
* Full UK driving license and ability to undertake regular travel with possible overnight stays
* Understanding of customer experience design and change management
Role and Responsibilities:
* Understand current practices and results for enquiries and sales, immersing yourself in the enquiry-to-admission journey
* Learn about Customer and Resident Experience, including Life Enrichment and Customer Journey, to identify missed opportunities
* Identify key conversion points and develop training to maximize conversion rates using customer insights
* Conduct training needs analysis, identify gaps, and propose programs to enhance performance
* Create training materials aligned with Learning and Development standards and Barchester's brand voice
* Support the design of structured learning initiatives to improve occupancy and customer experience, using a blended approach of digital and face-to-face delivery
* Travel nationally as required for face-to-face training sessions
* Ensure high-quality training delivery and prepare all sessions thoroughly
* Implement training modules into Barchester's Learning and Development platform and HRIS systems, including testing and pilots
* Maintain resources supporting sales and occupancy success for current and future leaders
* Provide ongoing coaching to leaders on a one-to-one basis as needed
Rewards Package:
* £48,000 per annum
* £6,500 car allowance
* Annual bonus
* 25 days holiday plus bank holidays
* Life cover
* Access to retail and leisure discounts
* Free access to medical specialists and counselling services
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