The Customer Experience team at Barchester Healthcare has a great opportunity for a Customer Service Manager to join their team. The role involves managing the performance of an outsourced customer service contact centre team, handling online reviews, and managing social media customer contact. The role is primarily remote, with monthly visits to Newcastle and London.
Main duties of the job
As a Customer Service Manager, you will be responsible for driving the performance of the contact centre team, ensuring high-quality service delivery, and meeting KPIs and SLAs. You will lead effective and empathetic customer communication, resolve complex issues with stakeholder support, oversee the outsourced customer care team's performance, and identify trends and opportunities for service improvement. Additionally, you will manage online reviews and social media interactions, maintaining a consistent brand tone and premium service standards.
About us
Barchester Healthcare is one of the UK's leading healthcare providers, operating over 250 care homes and hospitals nationwide. The company is expanding rapidly, with a new builds program that will see 10 new care homes opening each year for the next three years.
Job responsibilities
The Customer Experience team offers a great opportunity for a Customer Service Manager responsible for the outsourced customer service contact centre and a small internal team. Responsibilities include managing online reviews (Google and CHUK) and social media customer contacts. The role involves working remotely with monthly visits to Newcastle and London.
You will drive contact centre performance across various channels, lead empathetic customer communication, resolve complex issues, oversee service performance to meet KPIs and SLAs, and promote process and cultural improvements. You will ensure the effective use of the ConneX CRM system, manage online reviews and social media interactions to uphold the brand tone, work with third-party companies to ensure IVR systems are fit for purpose, monitor team performance, and support continuous team development. You will also lead initiatives to simplify and streamline processes and support the growth of communities through the customer relationship management system.
Required skills and experience
The ideal candidate will have demonstrated exceptional ability in handling customer complaints and difficult conversations, experience in customer journey mapping (especially for contact centres and complaints), keen attention to detail, effective prioritization skills, and the ability to manage a larger team to deliver results. Self-motivation, target orientation, creativity, and confidence in team management are essential.
Salary: £36,000 per annum, with a generous car allowance of £6,500, a 25% bonus, 25 days holiday plus bank holidays, life cover, retail and leisure discounts, and access to counseling and legal services.
Person Specification
Qualifications
* Demonstrated ability to handle customer complaints and difficult conversations effectively in previous roles.
* Experience in customer journey mapping, particularly for contact centres and complaints journeys.
* Strong attention to detail, effective prioritization skills, and experience managing larger teams to deliver results.
Disclosure and Barring Service Check
This position requires a Disclosure and Barring Service check, as it is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975.
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