Based in the head office in St Mellons, Cardiff, an opportunity has arisen for a Care Enquiries & Sales Pipeline Coordinator to join our Sales and Marketing Team.
Shaw healthcare is a care provider operating circa 65 care homes and supported living services across the UK and is the largest employee‑owned healthcare company in the UK.
Objectives
* To increase occupancy levels across Shaw healthcare.
* Establish and performance‑manage contact centre and CRM functions.
* Create a holistic view of all enquiries across the company and the relevant metrics.
* Ensure the sales pipeline is managed with the goal of converting care enquiries to admissions.
* Manage the flow of the sales pipeline to Operations and Executive teams through regular communication.
Principal Duties & Practice Expectations
* Regular liaison with Operations to generate enquiries and facilitate converting them to admissions via telephone, in person and email.
* Provide data analysis and insight to identify trends, challenges and opportunities for improvement.
* Support colleagues in delivering consistent and high‑quality customer service experiences.
* Attend and contribute to established meetings and forums.
* Contribute to monthly executive and board reports.
* Seek and act upon feedback to improve service quality and effectiveness.
* Be vigilant about doing the right thing for our residents, relatives, and fellow employees.
* Promote the values and ethos of Shaw healthcare in all interactions.
* Support Sales & Marketing workflows such as Social Media, Star Awards, PR and other events.
General Management
* Have a full understanding and working knowledge of all Shaw healthcare policies and procedures and ensure that all these policies are applied at all times.
* Ensure the security and confidentiality of records and information relating to the department.
* Undertake any other reasonable duties within the scope of the role, as requested by your line manager.
* Be creative and solution‑driven in your approach to problem-solving.
* Support organisational initiatives that promote occupancy growth, customer satisfaction and operational excellence.
* Participate in training and development to enhance skills and maintain professional knowledge.
Relationships
* Communicate clearly within the Sales and Marketing team and other departments.
* Develop strong working relationships across all levels of the Operations teams.
* Establish and maintain positive relationships with partners and other relevant stakeholders.
* Represent Shaw healthcare professionally at all times.
* Support the team in delivering high‑quality customer service and act as a role model.
* Report monthly to the Sales & Marketing Director on project status and outcomes.
Requirements
* Administrative experience gained in a relevant business development setting.
* Ability to prioritise work in an environment which has conflicting pressures and demands.
* Effective written and verbal communication skills.
* Ability to engage well with residents, relatives, colleagues and other stakeholders.
* Be approachable, responsive and empathic.
* IT literate, including the use of a basic range of software packages.
Desirable Criteria
* Experience gained in a range of health and social care settings.
* Relevant qualifications in particular Project Management.
* Experience of effective management of resources and relationships.
* Valid driving licence and ability to use own car for work purposes.
Benefits
* 20 days annual leave, increasing by 1 day per year to a maximum of 25 days plus bank holidays.
* Employee Ownership Trust – 76% Employee Owned – our employees have received over £2,650 each in tax‑free bonuses to date.
* Onsite parking.
* Enrolment to NEST pension.
* Retail, leisure, holiday and travel discounts.
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