Customer Experience and Wellbeing Lead

3 months ago

Reading, United Kingdom Barchester Healthcare Full time

An exciting opportunity has arisen for a passionate and proactive individual to play a fundamental role in the shaping of a fantastic customer experience for all our residents in the role of Customer Experience and Wellbeing Lead.

Barchester is the third largest leading healthcare provider in the UK with a portfolio of over 240 homes and hospitals. We continue to grow, develop and expand year on year and have the fastest growing new builds programme with 10 new care homes being built and opened every year.

The Barchester family 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.

Rewards package:

- Generous car allowance
- Generous 20% annual bonus
- Life cover
- Access to a wide range of retail and leisure discounts at big brands and supermarkets
- Free access to medical specialists, who are available for a second opinion if you need it to make a decision with confidence
- Confidential and free access to counselling and legal services

Required skills and experience:

- A full UK driving licence
- A background of working within a customer experience proposition development, project design, and implementation
- Experience in both people and budget management
- Excellent communication and presentation skills, both internally and externally focused
- Strong attention to detail and the ability to be organised and prioritise workload

Role and responsibilities:

- Project plan the development and delivery of agreed initiatives around permanent and respite resident experience
- Work with key stakeholders to understand the customer needs when living in a Barchester care home
- Lead and develop the Life Enrichment Specialist team who provide in-house coaching and training for focus homes to continue to provide high quality resident experiences
- Provide regular communications to the national activities teams through the delivery of newsletters and webinars to support initiatives and engagement
- Develop partnerships for events for our in house live event programme
- Work cross functionally to test and roll out initiatives, tools, and training as appropriate
- Work with the Divisional Sales and Marketing Managers and Regional Directors to provide the required support on the ground to deliver and embed initiatives
- Work with the Learning and Development team to specify training requirements at a service level, and track the outcomes of the training as appropriate
- Work with the Dementia, Care and Regulation team to deliver holistic care aligned to our regulatory responsibilities
- Measure, test, and re-appraise projects at regular intervals, including reporting on specific key performance indicators

As the only healthcare provider to be accredited as one of the best companies to work for in the UK, 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.

  • Wellbeing Practitioner

    3 months ago

    Reading, United Kingdom PAWS People and Animal Wellbeing Services CIC Full time

    PAWS (People & Animal Wellbeing Services) is one of the UK's Leading authorities on Animal Assisted Learning and Animal Assisted Interventions. We proudly provide therapeutic interventions, wellbeing support and counselling services to individuals, educational establishments and organisations, safely incorporating dogs to assist in this essential work. Due...

  • Complaints Lead

    2 days ago

    Reading, Reading, United Kingdom Thames Water Full time

    Job Description**Complaints Lead - Customer Experience Manager**We are seeking an experienced Complaints Lead to join our team at Thames Water. As a Complaints Lead, you will be responsible for leading a team of Complaints Advisors and promoting a high-performing culture focused on delivering quality customer experiences.Key Responsibilities:**Lead a Strong...

  • Complaints Lead

    2 days ago

    Reading, Reading, United Kingdom Thames Water Full time

    Job Description**Complaints Lead - Customer Experience Manager**We are seeking an experienced Complaints Lead to join our team at Thames Water. As a Complaints Lead, you will be responsible for leading a team of Complaints Advisors and promoting a high-performing culture focused on delivering quality customer experiences.Key Responsibilities:**Lead a Strong...

  • Complaints Lead

    5 days ago

    Reading, Reading, United Kingdom Thames Water Full time

    Job Description**Complaints Lead - Customer Experience Manager**We are seeking an experienced Complaints Lead to join our team at Thames Water. As a Complaints Lead, you will be responsible for leading a team of Complaints Advisors and promoting a high-performing culture focused on delivering quality customer experiences.Key Responsibilities**Lead a Strong...

  • Complaints Lead

    6 days ago

    Reading, Reading, United Kingdom Thames Water Full time

    Job Description**Complaints Lead - Customer Experience Manager**We are seeking an experienced Complaints Lead to join our team at Thames Water. As a Complaints Lead, you will be responsible for leading a team of Complaints Advisors and promoting a high-performing culture focused on delivering quality customer experiences.Key Responsibilities**Lead a Strong...

  • Customer Experience Lead

    7 days ago

    Reading, Reading, United Kingdom voco Reading Hotel Full time

    About the Rolevoco Reading Hotel is seeking a highly skilled and experienced Guest Services Manager to join our team. As a key member of our Front Office department, you will be responsible for ensuring that our guests receive exceptional service and have a memorable stay with us.Key ResponsibilitiesSupport the Front Office Manager in maintaining high...

  • Customer Experience Lead

    5 days ago

    Reading, Reading, United Kingdom voco Reading Hotel Full time

    About the Rolevoco Reading Hotel is seeking a highly skilled and experienced Guest Services Manager to join our team. As a key member of our Front Office department, you will be responsible for ensuring that our guests receive exceptional service and have a memorable stay with us.Key ResponsibilitiesSupport the Front Office Manager in maintaining high...

  • Customer Experience Specialist

    6 days ago

    Reading, Reading, United Kingdom Diligenta Full time £23,400

    About DiligentaDiligenta is a leading provider of outsourced administration services to the UK Life Assurance and Pensions market. We pride ourselves on delivering exceptional customer service to millions of customers on behalf of well-known brands.Job SummaryWe are seeking a highly skilled Customer Service Representative to join our team. As a Customer...

  • Customer Experience Specialist

    5 days ago

    Reading, Reading, United Kingdom Diligenta Full time £23,400

    About DiligentaDiligenta is a leading provider of outsourced administration services to the UK Life Assurance and Pensions market. We pride ourselves on delivering exceptional customer service to millions of customers on behalf of well-known brands.Job SummaryWe are seeking a highly skilled Customer Service Representative to join our team. As a Customer...

  • Customer Experience Agent

    3 months ago

    Reading, United Kingdom The Vaults Group Full time

    **New branch opening soon!** **Responsibilities**: - Commitment to excellent customer service - handling all inbound customer queries in a timely, efficient, and friendly manner. - Conducting customer branch tours and managing security access, always maintaining client discretion. - Buying, selling, and testing all consumer bullion products. - Handling...

  • Lived Experience Group Facilitator

    3 months ago

    Reading, United Kingdom Together For Mental Wellbeing Full time

    **Job Title**: Lived Experience Group Facilitator **Service**:Managing Emotions Program **Location**:West Berkshire, Reading **Salary**:£23,025 **Hours**: 37,5, full time, 1 year fixed term contract **Reporting to**: Group Therapies Manager The MEP (Managing Emotions Programme) sits within the increased offer to the primary care networks in West...

  • Customer Experience Specialist

    3 months ago

    Reading, United Kingdom MBA Group Full time

    Our Client, a leading car dealership group are currently looking for a **Customer Experience Specialist** to join their business based out of their **_** Dealership. This is a fantastic opportunity for an experienced customer service professional to make their first move into a premium automotive dealer group. Key responsibilities of a **Customer...

  • Customer Experience Specialist

    3 months ago

    Reading, United Kingdom MBA Group Full time

    Our Client, a leading car dealership group are currently looking for a **Customer Experience Specialist** to join their business based out of their **Lexus Reading** Dealership. This is a fantastic opportunity for an experienced customer service professional to make their first move into a premium automotive dealer group. Key responsibilities of a...

  • Customer Experience Specialist

    3 months ago

    Reading, United Kingdom MB Group Full time

    Our Client, a leading car dealership group are currently looking for a **Customer Experience Specialist** to join their business based out of their Toyota Enfield Dealership. This is a fantastic opportunity for an experienced customer service professional to make their first move into a premium automotive dealer group. Key responsibilities of a **Customer...

  • Customer Experience Specialist

    3 months ago

    Reading, United Kingdom MB Group Full time

    Our Client, a leading car dealership group are currently looking for a **Customer Experience Specialist** to join their business based out of their Toyota Reading Dealership. This is a fantastic opportunity for an experienced customer service professional to make their first move into a premium automotive dealer group. Key responsibilities of a **Customer...

  • Workforce Wellbeing Lead

    3 months ago

    Reading, United Kingdom Practice Plus Group Full time

    **About The Role**: **ADD TO LIFE. EVERY LIFE** **Where making a difference changes lives** **Treat more than just symptoms and develop more than just your clinical skills** **Be the person who makes all the difference** **Where every day is a chance to make a difference** **Where the sense of fulfilment is as big as the challenge** Secure environments...

  • Customer Experience Manager

    2 days ago

    Reading, Reading, United Kingdom Deverell Smith Recruitment Ltd Full time

    Job Title: Customer Experience ManagerJob Summary:We are seeking an experienced Customer Experience Manager to join our team at Deverell Smith Recruitment Ltd. As a key member of our operations team, you will be responsible for refining processes, overseeing defect inspections, and leading a team of dedicated coordinators and operatives.Key...

  • Customer Experience Manager

    2 days ago

    Reading, Reading, United Kingdom Deverell Smith Recruitment Ltd Full time

    Job Title: Customer Experience ManagerJob Summary:We are seeking an experienced Customer Experience Manager to join our team at Deverell Smith Recruitment Ltd. As a key member of our operations team, you will be responsible for refining processes, overseeing defect inspections, and leading a team of dedicated coordinators and operatives.Key...

  • Customer Experience Director

    7 days ago

    Reading, Reading, United Kingdom Signature Senior Lifestyle Full time

    About the RoleWe are seeking a highly skilled and experienced Hospitality Manager to join our team at Signature Senior Lifestyle. As a key member of our leadership team, you will be responsible for overseeing the non-clinical areas of our luxury care and nursing home, ensuring that every resident and visitor has an exceptional experience.Key...

  • Customer Experience Specialist

    7 days ago

    Reading, Reading, United Kingdom Sytner Group Full time

    About the RoleWe are seeking a highly motivated and customer-focused Sales Executive to join our team at Sytner Group. As a Sales Executive, you will play a key role in delivering exceptional customer experiences and driving sales growth across our 140 UK dealerships.Key ResponsibilitiesCommunicate with customers to understand their needs and preferencesWork...