Customer Experience and Sales Learning Specialist
Barchester Healthcare is seeking a Customer Experience and Sales Learning Specialist to join their team. This role involves delivering learning solutions across the organization to drive high levels of occupancy and conversion rates for their care homes. The successful candidate will have a strong background in sales, customer experience, and learning and development, with the ability to travel nationally to provide face-to-face training.
Main duties of the job
The Customer Experience & Marketing team at Barchester Healthcare has an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. The role involves working remotely with frequent visits to London and national travel to deliver training face-to-face. The successful candidates will thrive on building strong consultative working relationships and rapport with others, and will be passionate and self-motivated individuals who are keen to work in-house and focus on driving the Barchester brand standards.
About us
Barchester Healthcare is a leading provider of care homes and healthcare services in the UK. With over 200 care homes and hospitals across the country, they are committed to delivering high-quality care and support to their residents and patients. The organization has a strong focus on continuous improvement and innovation, and is dedicated to providing a positive customer experience.
Job responsibilities
The Customer Experience & Marketing team has an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. The role involves working remotely 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 working relationships and rapport with others. This is a great opportunity for a passionate and self-motivated sales individual who is keen to work in-house and focus on driving the Barchester brand standards. Your role is the effective delivery of learning solutions across Barchester Healthcare that drive high occupancy levels through the conversion of those seeking care homes and those on short stays to become permanent residents.
Required skills and experience:
* Demonstrable growth in commercial success as a result of learning interventions.
* Previous experience working as a Learning and Development specialist, with a focus on sales and conversion.
* A sound understanding of best-in-class sales and customer experience practices & 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, including possible overnight stays.
* An understanding of customer experience design and change implementation.
Role and responsibilities
* Understand current working practices & results for enquiries/sales, immersing yourself into our enquiry to admission journey.
* Become fully versed with Customer Experience & Resident Experience elements, including Life Enrichment and the Customer Journey, identifying missed opportunities.
* Identify key conversion points and build training to maximize conversion rates, utilizing customer insights.
* Complete training needs analysis to identify gaps & propose programs to drive performance.
* Provide a suite of training materials aligned with Learning and Development and Barchester brand tone of voice.
* Support the design of structured/formal learning to improve occupancy and customer experience, both technical and skill-based.
* Support a digital-first approach with blended training methods, collaborating with operators to find the best delivery methods.
* Travel nationally as required for face-to-face training.
* Create effective learning environments with appropriate tools & systems.
* Prepare and ensure high-quality training delivery.
* Implement training modules into the Barchester Learning and Development platform and future HRIS, including testing and pilots.
* Maintain resources supporting current and future leaders in sales and occupancy success.
* Provide ongoing coaching support to leaders on a one-to-one basis as needed.
£48,000 per annum, with a generous car allowance of £6.5k, an annual bonus, 25 days holiday plus bank holidays, life cover, retail and leisure discounts, free access to medical specialists, and confidential counseling and legal services.
Person Specification
Qualifications
* Demonstrable growth in commercial success from learning interventions.
* Experience as a Learning and Development specialist with a focus on sales and conversion.
* A good understanding of sales and customer experience standards in fast-paced, multi-channel environments.
* A full UK driving license and ability to travel regularly across the UK.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A DBS check will be required to check for any previous criminal convictions.
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