As a Customer Relations Coordinator, you will be the key point of contact for residents, families, and visitors-delivering an exceptional, personalised experience from first enquiry through move-in and beyond. Your role will champion strong relationships, seamless departmental collaboration, and consistently high hospitality standards that reflect the warmth and quality of the home.
Rate of Pay
£15.00 per hour
Contract Type
Part time
Contract Hours
25 hours
Hospitality
Customer Relations Coordinator
Reports to: Home Manager / Operations Manager
Hours: Full-time / Part-time (to be established by Home Manager/COO)
Main Purpose of the Role
To deliver an exceptional resident and family experience at every touchpoint - from first enquiry through to move-in and beyond.
This role focuses on building strong relationships, both within the home and in the wider community. You will help create a welcoming and personalised experience for new residents, coordinate engaging events, showcase what makes the home special, and be a friendly and approachable presence for visitors, families, and professionals.
You will also support smooth collaboration across departments such as housekeeping and catering, ensuring consistently high hospitality standards and attention to detail across all resident and visitor-facing spaces.
Key Responsibilities
Resident Experience & Journey Coordination
Be the main point of contact for all prospective residents and their families throughout the enquiry and admissions journey
Coordinate and tailor show rounds to reflect each individual's lifestyle, needs, and preferences
Oversee the welcome journey of all new residents, including those on short-term or respite stays - from pre-admission to settling in
Keep in touch with respite residents following their stay, offering follow-up support where appropriate
Create and implement a personalised experience plan for each resident
Monitor and gather feedback from families and residents, and follow up with improvements or celebrations of positive experiences
Community Outreach & Event Coordination
Build and maintain strong relationships with local stakeholders such as parish councils, the Mayor's office, GPs, community centres, and local press
Plan and coordinate events and open days - working with engagement leads and team leaders to present the home in its best light
Use your network to attract a wide range of attendees to events, including professionals, local groups, and prospective residents/families
Social Media & Brand Presence
Create and schedule engaging, story-led content that reflects life within the home and the home's ethos
Promote key events, resident engagement, staff highlights, and community links via social channels
Liaise with internal marketing teams (if applicable) to align messaging, tone, and brand presentation
Team Coordination & Operational Input
Provide clear direction to housekeeping and catering teams to ensure the highest hospitality standards are maintained (e.g. show rooms and shared spaces)
Collaborate with admin teams to manage enquiries, visits, and documentation efficiently
Work alongside the Engagement Lead to support meaningful, person-centred activities
Carry out regular "First Impressions" and home experience walkthroughs, ensuring the home is welcoming, presentable, and aligned with brand values
Data, Insight & Reporting
Maintain up-to-date enquiry and admissions records; report on conversion insights and trends
Record resident and family feedback patterns and support service improvements where needed
Manage and update professional contacts, community partners, and event invitation lists
Skills, Experience & Characteristics
Essential:
A warm, confident, and professional approach
Exceptional communication skills - written and verbal
Experience in a customer-facing, hospitality, care, or event-based role
Ability to work with multiple teams and manage competing priorities
Strong organisational and IT skills (Excel, Word, basic social media platforms)
Attention to detail and a strong sense of presentation and hospitality
Ability to work independently and take initiative
Flexibility to occasionally work evenings or weekends for events
Desirable:
Experience in the care, hospitality, or community engagement sectors
Local community knowledge and professional networks
Driving licence and access to transport
Experience managing social media platforms for a business or organisation
Additional Notes
This role may involve working across more than one care home within the group (subject to further agreement)
Flexibility in hours may be required during event periods or for evening/weekend admissions
You'll be a key ambassador of our business core values: Commitment, Connection, Compassion
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