Customer Experience Manager

Barchester's Customer Experience team are looking for a passionate and proactive Customer Experience Manager to help shape and improve every stage of our customer journey. In this role, you will use insight, feedback, and data to identify opportunities that enhance the experience our customers have with us. Your work will directly support our reputation for quality care and contribute to achieving occupancy targets across our communities. You'll take ownership of improvement projects from idea through to delivery, working collaboratively with stakeholders across the business and influencing positive change that leads to exceptional customer experiences.

Key Responsibilities

• Review insights from insight programmes including but not limited to mystery shopping/calling/emailing to identify opportunities to improve the enquiry management process
• Review customer feedback and work with key stakeholders to improve service in their areas of accountability
• Identify opportunities to embed and enhance the standards within our Care and Life Enrichment Framework (CLEF)
• Work collaboratively to map the customer journey. Identify any pain points, areas of focus and subsequent actions required to deliver improvements for the customer
• Support and continuously improve our industry leading customer relationship management system that supports
• Work with the Divisional Sales and Marketing Managers and Regional Directors on best practice
• Work with suppliers to ensure costs are maintained within agreed, contracted budgets
• Help to identify appropriate solutions providers and external agency/consultant support as appropriate

Requirements

• Have experience of project management and customer experience delivery
• Have an understanding customer experience design and change implementation, specifically customer experience journey mapping
• Be quality and customer focused, self-motivated, target driven, and a creative thinker
• Have excellent analytical, communication, presentation, and relationship-building skills
• Proven experience of changing cultures in organisations and creating customer mindset
• CCXP qualification or similar

Rewards Package

• Access to a range of retail and leisure discounts
• Access to a range of wellbeing support and Best Doctors Service
• Opportunity to develop within a hugely supportive team