Resident Experience Manager

Recruiter
Bupa Care Homes
Location
West Park
Posted
12 Oct 2018
Closes
14 Oct 2018
Sector
Healthcare
Contract Type
Permanent
Hours
Full Time

Resident Experience Manager

£11.84 - £17.53 (£24,627 - £36,462) based on a 40 contract
plus excellent benefits

Pebble Mill Care Home

We are currently looking for an enthusiastic and committed Resident
Experience Manager to join the team in our care home in Edgbaston.


About the home
Opened in March 2018, our luxurious care home provides tailored
support and reassurance in beautiful state-of-the-art surroundings.
Set in the heart of Edgbaston, Pebble Mill Care Home is just two miles
from Birmingham city centre and a stone's throw from Cannon Hill Park
and its renowned Arts Centre.



About the role


To ensure the provision of excellent person centred customer
service within our brand new Care Home
To support the Home Manager with sales enquiry management.
Maintain and monitor compliance with Bupa policies and external
Regulations, as delegated by the Home Manager.
Design, plan and review to ensure that high quality customer
service is delivered throughout the Care Home all day, every day.
Take ownership of all potential Customer enquiries (walk ins or
telephone enquiries, data capture, and follow ups)
Be responsible for sales negotiations during show rounds
Sensitively review pipeline of potential new customers and
future sales
Check all new admissions to the Home are happy and settled
(including ensuring that full financial assessment completed,
T&C's signed and the Customer is fully welcome into the Home)
Complete "Daily Walk Round" focusing on enhancing
customer service in the Home (check showrooms, dining rooms,
lounge, reception, speak to Residents)
Log/action customer complaints
Cover for General / Home Manager, as required
Ensure that commercials are priced correctly against specific
resident care requirements and up to date Financial Assessments
are in place for each Resident
Ensure all regulatory Safeguarding / Adult Support and
Protection standards are met
Complete required reports for Sales and Marketing
Create and then subsequently review with the General / Home
Manager all initiatives aimed at enabling residents, relatives and
staff to co-produce service development.


Who we're looking for


Experience of providing Sales and Customer Service innovation
Experience of managing multiple teams
Possess solid Judgment Skills
Implement pragmatic solutions to improve the quality of the
customer service within the care home budget.
Understand the link between your role and the achievement of
company objectives.
Ensure compliance with all company policies and regulatory requirements.
The ability to identify opportunities to increase profitability
and reduce cost.??
Manage your own workload supported by General / Home Manager and
Partner Services.?
Be self motivated and be able to work with little guidance on a
day to day basis.



What's in it for you?
Bupa Care Homes values its people, so you can expect a competitive
package that includes:
A starting salary which reflects your current skills and experience.
You will be given every opportunity to increase this salary through
training and development


28 days holiday (including statutory bank holidays) pro-rata
depending on your working hours?
Pension and Life Assurance scheme available
Interest free travel ticket loans
Comprehensive induction, on-going training and development to
widen your career prospects


Who we are
Bupa Care Homes provides expert nursing, dementia, residential and
specialist care to almost 18,000 people in nearly 300 UK homes. Our
purpose is to help people live longer, healthier, happier lives.
Passionate about making lives better, every decision we make is
because we care. It's why we inspire and support our carers to put our
residents' wellbeing at the heart of everything they do. We're really
passionate about recruiting our people efficiently.
Bupa is committed to an environment which will attract, retain and
motivate its people. Bupa aims to ensure that every applicant to, or
employee of is assessed for employment, promotion and development
solely on the basis of personal merit and qualifications, regardless
of gender, sexual orientation, pregnancy or maternity, marital or
civil partner status, gender reassignment, race, colour, nationality,
ethnic or national origin, religion or belief, disability or age.
Alternatively send your CV


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