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Customer Experience Manager

Barchester Healthcare
Closing date
24 Jun 2022

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Contract Type
Full Time
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An exciting position has been created for a Customer Experience Manager to join the Barchester family.

The Customer Experience Manager will be required to design, drive and oversee the customer proposition and customer journey at key points of the pre and post admission customer experience to drive occupancy and reputation of Barchester as a premium care home provider. Having full responsibility for developing and delivering projects that will enhance the customer experience and ultimately grow the occupancy and revenue performance across the company including B2C and B2B.

Here at Barchester, we work with an open, honest, supportive approach, where quality of care is at the heart of everything we do. As sector leading healthcare experts, we are proud to have the highest quality ratings across our 224 homes and hospitals across the UK.

Barchester have proudly been awarded a two-star outstanding rating by Best Companies, ranked 11th in the top 20 Best Health & Social Care Companies to work for and 14th in the Top 25 Best Big Companies to Work For in the UK.

Role and responsibilities:

• Identify key areas of improvement that are needed to be driven by our voice of customer programmes • Prioritise projects by short term wins and long term propositions that support the business' ambitions • Use customer journey mapping to identify and resolve customer pain points• Work collaboratively to provide clear and consistent best practice guidelines • Oversee high quality delivery of optimum customer experience at various touchpoints across the portfolio • Manage agencies delivering measurement programmes, design work and customer insight • Report on specific key performance indicators • Internal and external communication of the progress of initiatives and projects• Customer journey mapping and redesign of customer experiences • Work with the operational teams to ensure an optimized experience on all touchpoints • Deliver insight sessions with internal stakeholders to drive improvement action • Work with operational teams to provide "support on the ground" to embed initiatives• Work with learning and development to specify training requirements and track outcomes


• Competitive salary• 10% annual bonus• Company car or car allowance• Access to a range of retail and leisure discounts

As the only healthcare provider to be accredited as one of the best companies to work for over the last 3 consecutive years, Barchester are dedicated to ensuring that our team are respected and their contribution valued. If you are looking to develop a career with an employer that is supportive and offers progression opportunities, Barchester is an empowering and rewarding place to be.
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