Customer Relations Manager

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Customer Relations Manager- Walberton Place Care Home in Walberton near Arundel - Part of The Country Court Family

Hours: 37.5 Hours per week -Monday to Friday

Salary: Salary OTE £50,000 (£30,000 BASIC & £20,000 Commission for an on-target performance)

Walberton Place offers residential and specialist dementia care in a peaceful setting, providing a safe, secure, and rewarding lifestyle for those with a variety of needs. The luxury facilities at Walberton Place are often compared to a high-end hotel, while our fantastic staff get to know each resident personally, meaning everyone is looked after as part of the family

Are you a switched-on salesperson with a big passion for people? We are seeking a dynamic and compassionate Customer Relations Manager with strong sales and relationship skills to join our team at Walberton Place.

Country Court is proud to be a family run business that's grown over the years to a family of 2,800+ employees and over 40 care homes. We're passionate about providing 5* care to our residents. From bistros to pubs and cinema rooms to spas - we've created extraordinary care homes so we're looking for extraordinary people to join our team!

THE CUSTOMER RELATIONS MANAGER ROLE

In this role, you will be responsible for creating community relationships through local business development to encourage private enquiries. You will be managing enquiries from initial contact through to admission, priding yourself on positive relationships with residents, their families and professionals.

You'll arrange home open days and professional networking events, working closely with Country Court's marketing and operational teams - all while developing strong relationships with a variety of people and businesses locally to promote the home.

You'll be working with families at a challenging time, when someone is transitioning into the next chapter of their life. That's why your ability to meet KPIs must be balanced by your empathy and passion for people.

Key Responsibilities:

• Admissions Management:Oversee the admissions process from initial enquiry to move-in, ensuring a smooth and welcoming experience for new residents and their families.
• Customer Relations:Build and maintain strong relationships with residents, families, and external stakeholders.
• Business Development:Develop and implement strategies to increase occupancy rates and drive new business through community engagement and effective marketing.
• Community Engagement:Act as the face of the care home in the local community, building partnerships and promoting the services we offer.
• KPI Achievement:Monitor and manage key performance indicators, including occupancy rates and average weekly fees, to meet financial and operational goals. This includes contract and direct debit compliance for the home.
• Team Collaboration:Work closely with the Home Manager and other team members to ensure cohesive and efficient operations.

ABOUT YOU
We're open to what your professional background looks like but must include proven experience in customer relations, sales or business development roles. Our Customer Relations Managers may come from consumer banking, nursing, leisure/fitness, and pharmaceutical sales with strong B2C experience. They've proven business development and sales success and they're competitive, but they care. Above all, they love seeing the end results of their efforts: happy residents and families whilst achieving KPIs.

The ideal candidate will:

• Have the ability to communicate confidently with people at all levels both face to face, telephone and email.
• Strong interpersonal and communication skills, with the ability to build rapport and trust quickly.
• Ambitious and target orientated with the ability to use own initiative.
• Excellent organisational and time management skills.
• Compassionate and empathetic approach to dealing with residents and their families.
• Experience in the elderly care sector is desirable.
• Understand the local area and demographic.
• Proficiency in using CRM software and other systems.
• Due to local business development being required, full driving license is essential.

IN RETURN

You'll be joining a family business and will benefit from our generous range of benefits which include:

• 28 days holiday (FTE) (including bank holidays)
• Annual pay reviews, pension contributions & enhanced bank holiday rates
• Supportive and bespoke Induction Training Programmes, ongoing training and development and nationally recognised qualifications*
• Refer a friend or resident bonus scheme*
• Pension Contributions & access to Blue Light Card which provides a range of excellent discounts for shops, restaurants, days out & more.

*Subject to Terms and Conditions

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