The Customer Experience & Marketing team has an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. These roles are based remotely with frequent visits to London and national travel to deliver face-to-face training.
We are seeking candidates who excel at building strong, consultative relationships and rapport with others. This is a great opportunity for a passionate, self-motivated sales professional eager 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 by converting inquiries into residents, including those on short stays to permanent residency.
Required skills and experience:
* Proven success in driving growth 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:
* Analyze current enquiry and sales practices, immersing yourself in the enquiry-to-admission journey
* Gain comprehensive knowledge of Customer & Resident Experience, 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 and propose programs to enhance commercial performance
* Create training materials aligned with Learning & Development standards and Barchester's brand tone
* Design structured learning programs focused on Occupancy and Customer Experience improvements, both technical and skill-based
* Support a digital-first approach with blended learning delivery, collaborating with operators to determine the best methods
* Travel nationally as required for face-to-face training sessions
* Create effective learning environments with appropriate tools and systems
* Prepare thoroughly for training delivery to ensure high-quality sessions
* Implement training modules into Barchester’s Learning & Development platform and HRIS, 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
* £6.5k car allowance
* Annual bonus
* 25 days holiday plus bank holidays
* Life cover
* Retail and leisure discounts at major brands and supermarkets
* Free access to medical specialists for second opinions
* Confidential legal and counselling services
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