Customer Experience and Sales Learning Specialist
The Customer Experience & Marketing team at Barchester Healthcare has an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. The role involves working remotely with frequent visits to London and national travel to deliver face-to-face training. The successful candidates will be responsible for the effective delivery of 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.
Main duties of the job
The Customer Experience and Sales Learning Specialist will understand current working practices and results for enquiries and sales, immersing themselves into the enquiry to admission journey. They will become fully familiar with Customer Experience, Resident Experience, Life Enrichment, and the Customer Journey, identifying missed opportunities. The specialist will identify key conversion points in the journey and develop training to maximize conversion rates, using customer insights to guide actions. They will conduct training needs analyses to identify gaps and propose programs that enhance commercial performance, supporting the design of structured learning to improve occupancy and customer experience, both technically and in terms of skills.
About us
Barchester Healthcare is a leading provider of healthcare services in the UK, operating a network of care homes and healthcare facilities nationwide. The company is committed to delivering high-quality care and improving the lives of residents and patients. Barchester Healthcare is known for its innovative approach and focus on creating a positive, supportive environment for staff and those in its care.
Job responsibilities
The team is seeking two Sales and Customer Experience Learning Specialists to work remotely with frequent visits to London and national travel for face-to-face training. The ideal candidates will excel at building strong, consultative relationships and rapport. This role offers a great opportunity for passionate, self-motivated sales professionals interested in enhancing Barchester’s brand standards. Your primary responsibility is the effective delivery of learning solutions that boost occupancy by converting prospective residents and short-stay clients into permanent residents.
Required skills and experience:
* Proven success in driving 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 license and ability to travel regularly across the UK, including overnight stays
* Knowledge of customer experience design and change management
Role and responsibilities:
* Understand current practices and results for enquiries and sales, immersing into the enquiry-to-admission journey
* Master elements of Customer and Resident Experience, including Life Enrichment and the Customer Journey, identifying missed opportunities
* Identify key conversion points and develop training to maximize conversion rates, leveraging customer insights
* Conduct training needs analyses and propose programs to improve commercial performance
* Create training materials aligned with Learning and Development standards and Barchester’s brand tone of voice
* Support the design of structured learning initiatives to improve occupancy and customer experience, both technical and skill-based
* Support a digital-first approach with blended delivery methods, collaborating with operators to find the best fit
* Travel nationally as required for face-to-face training sessions
* Ensure high-quality training delivery and prepare all sessions thoroughly
* Implement training modules into Barchester’s Learning and Development platform and HR systems, including testing and pilots
* Maintain resources and materials supporting current and future leaders in sales and occupancy success
* Provide ongoing coaching to leaders on a one-to-one basis as needed
Salary: £48,000 per annum with a generous car allowance of £6,500, an annual bonus, 25 days holiday plus bank holidays, life cover, retail and leisure discounts, free access to medical specialists, and confidential counselling and legal services.
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Person Specification
Qualifications
* Proven growth in commercial success driven by learning interventions
* Experience as a Learning and Development specialist, with expertise in sales and conversion
* Strong understanding of sales and customer experience standards in fast-paced, multi-channel environments
* Full UK driving license and willingness to travel across the UK, including overnight stays
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A disclosure check will be required to ensure suitability for the role.
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