Director of Customer Relations Warminster

Recruiter
SOS Recruitment - Care Division
Location
Warminster
Salary
28000.0000
Posted
15 Mar 2017
Closes
14 Apr 2017
Sector
Public Sector
Contract Type
Permanent
Hours
Full Time

Our prestigious client is actively seeking a full time 'Director of Customer Relations' who will complement their busy, friendly team.

Our client specialise in patients who are elderly suffering with dementia and Alzheimer's.

Roles and Responsibilities

  • The Director of Customer Relations are able to deliver a high standard of commercial aptitude and drive results in a fast paced environment whilst adopting an empathetic and understanding persona.
  • A key to success in this role is the ability to communicate with ease to families regarding the care of their family member, professional bodies and all members of the Home team.
  • The Director of Customer Relations is responsible for the sales and marketing of the home.
  • These responsibilities include, but are not limited to effectively marketing the home through finding and delivering qualified leads; and selling the home through discovering, presenting, and closing qualified leads and referral sources
  • Additional responsibilities include ensuring a smooth resident move-in process
  • It is expected to complete any required training and become knowledgeable in the Company's philosophy, principles of service, and applicable policies and procedures.
  • As a key representative of the Client, the Director of Customer Relations is expected to help foster a positive atmosphere in the home.

Essential Key Duties:

Areas of responsibility

  • Coaches team members
  • Sales
  • Resident Move-In Process
  • Census/Budgets
  • Marketing
  • Leadership
  • Communication
  • Assumes responsibility for Health & Safety compliance within his/her department

Communication - Possess a strong understanding of the Company and the services provided in order to effectively present the Home to prospects, caregivers, and influencers

Resident Move-in Process

  • Oversee the move-in process for each resident, ensuring that all activities involving the move-in process are complete, as listed on the ResidentMove-In Checklist
  • Create the resident's Administrative File and ensures that all move-in paperwork:
  • Is complete and compliant
  • Correctly processed
  • Ensure that all resident's Administrative Files are set-up:
  • In regulatory compliance
  • Prior to the date of move in
  • Assist with new residents and family members on the day of move-in to help in the transition to their new home and hand over to the care team.

Sales

  • Effectively track each prospect from initial inquiry through the final decision
  • Build a trusting and positive relationship with prospects by:
  • Understanding prospect's needs and concerns
  • Overcoming and answering objections
  • Thoroughly and properly understanding the Company product
  • Ensure that model suite(s)/apartment(s) are well maintained
  • Ensure that all team members in the home understand that marketing is everyone's responsibility and are knowledgeable and trained in their role of:
  • Marketing and sales
  • Customer service/telephone etiquette
  • Hold weekly meetings with the home manager to review and sign off events to raise profile and drive leads.
  • Submit on a timely basis requested information and reports ensuring accuracy.
  • Participate in continuing education programmes and attend seminars to maintain awareness of marketing and industry ideas

Census/Budget

  • Delivery of Key Performance Indicator performance management on a weekly basis
  • Ensure that resident budget and/ or a census of 95% or higher is maintained
  • Ensure that all resident charges paperwork is processed in an accurate and timely manner.
  • Assist with the development of the home's annual sales and marketing budget
  • On a continual basis, monitor and manage the marketing budget

Marketing

  • Set, track, and accomplish goals on a timely basis for the following:
  • Maintain an effective Sales and Marketing plan both monthly and quarterly.
  • Completed calls
  • Mailings
  • Leads generated
  • External business development strategy and secure appointments
  • Presentations
  • The close
  • Develop and implement effective marketing plans and schedules, such as:
  • Advertising (print, direct mail, etc.)
  • Special events, networking programs
  • Public relations

Core Competencies:

  • Driving for Results
  • Building Customer Loyalty
  • Building Partnerships
  • Continuous Learning
  • Decision Making
  • Adaptability
  • Planning and Organizing
  • Sales Ability/Persuasiveness
  • Stress Tolerance

Location: Warminster

Salary: £28000 - £32000 per annum DOE + 45K OTE

Hours: 5 day week on rota

Our aim is to respond to your application within 48 hours. However, due to high volumes of candidates applying for positions, please assume that if we have not contacted you within 48 hours you have been unsuccessful for this role. We will keep your details and contact you should a more suitable position become available.

If you would like further information on the above vacancy please speak to one of our experienced consultants.........

Just click, call or come in today!