The Customer Experience & Marketing team at Barchester Healthcare have an exciting opportunity for two Customer Experience Learning Specialists to join the team. The role involves delivering training and learning solutions across the organization to drive high levels of occupancy and conversion rates.
Main duties of the job
The Customer Experience Learning Specialist will be responsible for understanding the current sales and customer experience practices at Barchester Healthcare, and designing and delivering training programs to improve conversion rates and customer experience. This will involve identifying key conversion points in the customer journey, building training to maximize those conversion rates, and supporting the design and implementation of structured learning programs. The role requires regular travel across the UK to deliver training face-to-face.
About us
Barchester Healthcare is a leading provider of residential care, nursing care, and specialist services in the UK. They operate over 200 care homes and employ over 17,000 people. Barchester is committed to providing high-quality care and an excellent customer experience to their residents and their families.
Job responsibilities
The Customer Experience & Marketing team have an exciting opportunity for two Customer Experience Learning Specialists to join the team. Working remotely with frequent visits to London and national travel to deliver training face to face.
We are looking for candidates who thrive on building strong consultative working relationships and rapport with others. 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.
As a Customer Experience Learning Specialist, your role is the affective delivery of learning solutions across Barchester Healthcare that drive high levels of occupancy through the conversion of those looking for a care home, and those on a current short stay to convert to permanent residency.
Required skills and experience:
* Previous experience of working as a Learning and Development specialist, with a specialism of sales and conversion
* Demonstrable growth in commercial success as a result of learning interventions
* A sound understanding of best-in-class sales and customer experience practice & standards in a fast-paced environment across multiple customer facing channels.
* Possess a full UK driving licence and have ability to undertake regular travel across the UK with possible overnight stays
* Have an understanding of customer experience design and change implementation
Role and responsibilities:
Understand the current working practices & results for enquiries/sales, immersing yourself into our enquiry to admission journey
Become fully versed with elements of Customer Experience & Resident Experience including Life Enrichment and the Customer Journey, identifying missed opportunities
Identify key conversion points in our enquirer's journey and build training to maximise conversion rates, utilising customer insight to direct actions.
Support the design of structured/formal learning to deliver Occupancy Improvement and Customer Experience improvement both technical and skill based.
Support a digital first approach but offer a blended approach to training delivery working with the operators to understand best delivery method and fit
Be available to travel nationally where learning is required where face to face is the best fit
Ensure you create learning environments with the right tools & systems in place for effective learning
Prepare for all training to ensure the quality of the delivery is of a high standard
Implement training modules into the Barchester Learning and Development platform and future HRIS including testing/pilots
Ensure we have resources and material hosted in Customer Experience and Learning and Development that support current and future leaders in relation to sales and occupancy success
Provide ongoing coaching support to leaders on a one-to-one basis where required
£40,000 per annum
Generous car allowance of £6.5k
Annual bonus
Life cover
Access to a wide range of retail and leisure discounts at big brands and supermarket
Free access to medical specialists, who are available for a second opinion if you need it to make a decision with confidence
Confidential and free access to counselling and legal services
7766
Person Specification
Qualifications
* Previous experience as a Learning and Development specialist with a specialism in sales and conversion, demonstrable growth in commercial success from learning interventions, understanding of best-in-class sales and customer experience practices, and a full UK driving license.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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