Customer Experience and Sales Learning Specialist
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 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 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 become permanent residents.
Required skills and experience:
* Proven success in commercial 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 fast-paced, multi-channel environments
* Full UK driving licence 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 processes, immersing into the enquiry-to-admission journey
* Develop understanding of Customer and Resident Experience, including Life Enrichment and the Customer Journey, to identify improvement opportunities
* Identify key conversion points and create training to maximize conversion rates using customer insights
* Conduct training needs analysis, propose programs to enhance commercial performance
* Create training materials aligned with Learning and Development standards and Barchester’s brand tone of voice
* Design structured learning programs to improve occupancy and customer experience, employing a blended delivery approach, including digital methods
* Travel nationally as needed to deliver face-to-face training where appropriate
* Prepare and deliver high-quality training sessions
* Implement training modules into the Barchester Learning and Development platform and HRIS systems, 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 when needed
Rewards package:
* Salary: £48,000 per annum
* Car allowance: £6,500
* Annual bonus
* 25 days holiday plus bank holidays
* Life cover
* Access to retail and leisure discounts
* Free medical specialist consultations
* Confidential counselling and legal services
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