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 delivering effective learning solutions across Barchester Healthcare to drive high occupancy levels by converting inquiries into admissions and encouraging short-stay residents to transition to permanent residency.
Main duties of the job
As a Sales and Customer Experience Learning Specialist, you will understand current practices and results related to enquiries and sales, immersing yourself in the enquiry-to-admission journey. You will become familiar with Customer & Resident Experience elements, including Life Enrichment and the Customer Journey, identifying missed opportunities. Your responsibilities include identifying key conversion points, developing training to maximize conversion rates using customer insights, conducting training needs analyses, and proposing programs to enhance commercial performance. You will create training materials aligned with Learning and Development standards and Barchester's brand tone of voice. Additionally, you will support the design of structured learning initiatives to improve occupancy and customer experience, employing a digital-first approach with blended delivery methods.
About us
Barchester Healthcare is a leading provider of care homes and healthcare services in the UK, operating over 200 care homes with thousands of dedicated staff committed to delivering high-quality care. The company is focused on exceptional customer experience and continuous improvement through innovative training and development programs.
Job responsibilities
The team is looking for two Sales and Customer Experience Learning Specialists to join remotely, with frequent visits to London and nationwide travel for face-to-face training. Candidates should excel at building strong relationships and be passionate about sales and brand standards. Your role involves delivering learning solutions that increase occupancy by converting potential and current residents into permanent placements.
Required skills and experience:
* Proven success in commercial growth driven by learning interventions
* Experience as a Learning and Development specialist, focusing on sales and conversion
* Understanding of best-in-class sales and customer experience practices in fast-paced, multi-channel environments
* Full UK driving license with 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 process
* Become familiar with Customer & Resident Experience, Life Enrichment, and the Customer Journey, identifying missed opportunities
* Identify key conversion points and develop training to maximize conversion rates using customer insights
* Conduct training needs analyses and propose programs to improve commercial performance
* Create training materials aligned with company standards and brand voice
* Design structured learning initiatives to improve occupancy and customer experience, supporting a digital-first, blended approach
* Travel nationally for face-to-face training where appropriate
* Ensure high-quality delivery of training sessions
* Integrate training modules into Barchester's Learning and Development platform and HR systems
* Provide resources and materials to support leadership in sales and occupancy success
* Offer ongoing coaching to leaders as needed
Salary: £48,000 per annum
Car allowance: £6,500
Annual bonus: 25%
Benefits include 25 days holiday plus bank holidays, life cover, retail and leisure discounts, free medical specialist access, and confidential counseling services.
Person Specification
Qualifications
* Demonstrable success in commercial growth through learning interventions
* Experience as a Learning and Development specialist with a focus on sales and conversion
* Understanding of best practices in sales and customer experience in fast-paced, multi-channel environments
* Full UK driving license and ability to travel across the UK, including overnight stays
* Knowledge of customer experience design and change management
Disclosure and Barring Service Check
This role is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A disclosure check will be required to ensure suitability for employment.
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