The Customer Experience & Marketing team has an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. 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 role offers 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 to effectively deliver learning solutions across Barchester Healthcare that drive high occupancy levels through the conversion of prospective care home residents and those on short stays to permanent residency.
Required skills and experience:
* Demonstrable growth in commercial success resulting from learning interventions
* Previous experience 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 and standards in a fast-paced, multi-channel environment
* Possession of a full UK driving licence and ability to undertake regular UK travel, including overnight stays
* Understanding of customer experience design and change implementation
Role and responsibilities:
* Understand current practices and results for enquiries and sales, immersing yourself in the enquiry-to-admission journey
* Become familiar with Customer and Resident Experience, including Life Enrichment and the Customer Journey, identifying missed opportunities
* Identify key conversion points and develop training to maximise conversion rates, using customer insights to inform actions
* Conduct training needs analysis to identify gaps and propose programmes to enhance performance
* Create training materials aligned with Learning and Development standards and Barchester’s brand tone of voice
* Support the design of structured and formal learning initiatives to improve occupancy and customer experience, both technical and skill-based
* Support a digital-first approach with blended training methods, collaborating with operators to determine the best delivery methods
* Travel nationally as required for face-to-face training sessions
* Create effective learning environments with appropriate tools and systems
* Ensure high-quality training preparation and delivery
* Implement training modules into the Barchester Learning and Development platform and HRIS, including testing and pilots
* Maintain resources and materials supporting sales and occupancy success for current and future leaders
* Provide ongoing coaching support to leaders on a one-to-one basis as needed
Rewards package:
* £48,000 per annum
* £6,500 car allowance
* Annual bonus
* 25 days holiday plus bank holidays
* Life cover
* Access to retail and leisure discounts at major brands and supermarkets
* Free access to medical specialists for second opinions
* Confidential and free counselling and legal services
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