The Customer Experience & Marketing team has an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. These roles are primarily remote, with frequent visits to London and national travel to deliver face-to-face training.
We seek candidates who excel at building strong consultative relationships and rapport. This is a great opportunity for a passionate, self-motivated sales professional eager to work in-house and focus on upholding Barchester brand standards.
Your role involves delivering effective learning solutions across Barchester Healthcare to drive high occupancy levels by converting inquiries into admissions and encouraging short-stay residents to choose permanent residency.
Required skills and experience:
* Proven success in growing commercial results through learning interventions
* Experience as a Learning and Development specialist, with a focus on 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 travel regularly across the UK, including overnight stays
* Knowledge of customer experience design and change management
Role and responsibilities:
* Understand current practices and results related to enquiries and sales, immersing yourself in the enquiry-to-admission journey
* Become familiar with Customer & Resident Experience, Life Enrichment, and the Customer Journey to identify missed opportunities
* Identify key conversion points and develop training to maximize conversion rates, using customer insights to inform actions
* Conduct training needs analysis, identify gaps, and propose programs to enhance commercial performance
* Create training materials aligned with Learning & Development standards and Barchester brand tone
* Support the design of structured learning initiatives to improve occupancy and customer experience, both technical and skill-based
* Support a digital-first approach with blended learning methods, collaborating with operators to determine the most effective delivery
* Travel nationally to deliver face-to-face training where appropriate
* Ensure learning environments are equipped with the necessary tools and systems for effective training
* Prepare thoroughly for training sessions to ensure high-quality delivery
* Implement training modules into the Barchester Learning and Development platform and HRIS, including testing and pilots
* Maintain resources and materials in Customer Experience and Learning & Development to support current and future leaders in sales and occupancy success
* Provide ongoing coaching to leaders on a one-to-one basis as needed
Rewards package:
* £48,000 per annum
* Generous car allowance of £6,500
* Annual bonus
* 25 days holiday plus bank holidays
* Life cover
* Access to retail and leisure discounts at major brands and supermarkets
* Free access to medical specialists for second opinions
* Confidential and free counseling and legal services
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