opportunity for a National Customer Relationship Manager System Lead to join us to achieve this goal.In this key position, you will lead the development and implementation of the Barchester bespoke customer relationship system and processes in support of our commercial growth and customer satisfaction targets. You will oversee the day to day delivery of the
implementation of the system, ensuring that the programme meets timelines and objectives. You will lead a team of implementers who will ensure the implementation runs smoothly and provide practical and hands on support to encourage the full adoption of the
new system and continuous improvement of functionality and driving competency of newly delivered development. This is a permanent, predominantly remote position with regular travel across the UK. We are offering an impressive
rewards and benefits
package, including:Competitive starting salary 10% annual bonusGenerous car allowance25 days annual leave, plus bank holidaysFlexible, remote workingUnlimited access to our generous refer a friend scheme, earning up to £500* per referralAccess to a wide range of retail and leisure discounts at big brands and supermarketsFree access to medical specialists, who are available for a second opinion if you need to make a decision with confidenceConfidential and free access to counselling and legal services Required experience and qualifications: Demonstrate professional experience in adult social care and evidence of continuing professional developmentExperience of SalesforceKnowledge in system development, customer experience, enquiry management, admission processesExcellent problem solving skills, with project and change management skillsFull UK driving license with ability to work nationally and travel regularly to London Role and responsibilities: Oversee development and continuous improvement of the customer relationship management systemAct as escalation point for resolving issues and identify opportunities to improve the system Develop clear scope for the system to ensure it meets the current and future business needs Ensure system complies with regulations, standards, and best practices in line with business values and mission statementUnderstand and address underlying problems, opportunities or political forces affecting the project in order to achieve the best possible outcomes for residents and patients Oversee the day to day management of the project phases ensuring delivered on time and within budget Support management and professional development of staff Utilise influencing strategies, tailored to individual situations, to reduce resistance and ensure buy-in to the new system Work in partnership with the Customer Experience and Marketing teams, IT teams, and Operational colleagues to enable the holistic support approach to enquiry management and customer management Provide CRM system representation with relevant members of the SMTPrepare and deliver presentations and workshops internally and externally to senior and large forums Ensure that staff are engaged with all the aspects of the system and improve business performance.Develop plans and content to ensure users are adequately trained to use system effectively
Founded in 1992, Barchester started with just one care home.
Today, we’re proud to have over 240 care homes and six independent hospitals across England, Scotland and Wales that continually meet and exceed all relevant regulatory compliance standards.
We deliver exceptional levels of care to over 11,000 residents and patients and we employ over 17,000 dedicated people across the entire organisation. We have continued to remain at the forefront of the UK’s private healthcare sector by providing award-winning care and investing in our employees through training, continuous development and sector-leading rewards packages.
We are also proud to be an Above National Living Wage Employer. With an extensive new build growth plan in place, we’re on track to opening 10 new care homes each year, for the next five years. But we can’t continue to thrive without the right people. We promote equal opportunities to our prospective and existing employees and display the Disability Confident logo with pride. We are also the only healthcare provider to be accredited as one of the best companies to work for in the UK by the Best Companies b-Heard Survey. With an array of awards and achievements under our belt, we know that we wouldn’t be where we are today without our people.
Our residents, patients and their loved ones rely on us to deliver outstanding person-centred care and support, 24 hours a day, 365 days a year. In fact, every single role across our homes, hospitals and support functions is pivotal in shaping the future of our organisation.
