Systems Lead

2 weeks ago

Cambridge, United Kingdom Barchester Healthcare Full time

Barchester Healthcare is one of the UK’s market leading healthcare providers being the third largest in the UK with over 250 nursing homes and hospitals across the country. With a successful new builds programme with 10 new build homes being built and opened every year for the next three years, we are rapidly and successfully expanding.

The National Customer Relationship Management System Lead will be responsible for the planning, development and implementation of a customer relationship system.

Home based role with frequent national travel 18 months FTC

The lead will work collaboratively with the project team to ensure that the project meets the strategic objectives and organisational agenda to deliver a customer system which supports high quality enquiry management and productivity which leads to improved commercial performance and delivers a premium customer experience. The lead will also develop, create and provide organisational and professional guidance in relation to the system and support the success of launching and training the system.

**REQUIRED EXPERIENCE AND QUALIFICATIONS**:

- Previous experience of Barchester Healthcare
- Enquiry management knowledge
- Excellent knowledge of the system Caresys
- Strong understanding of customer experience delivery
- Understanding of enquiry to admission processes
- Experience in care in care home setting
- At least 5 years enquiry management experience

**RESPONSABILITIES**:

- Develop the customer relationship management system including scoping, designing and implementing the system and its standard operating procedures and processes, working with the project team.
- Develop and review policies and procedures impacted by the implementation of a CRM system
- Liaise with internal stakeholders and external partners to ensure that the project is meeting the needs of all
- Monitor and evaluate project activities and progress and identify areas for improvement.
- Provide customer/enquiry management advice and guidance to the project team as needed
- Ensure that all staff in the home are fully engaged with all aspects of the CRM system including enquiry management that drives better commercial performance providing support and advice to the home teams
- Ensure system compliance with regulations, standards, and best practices in line with BHC values/mission
- Monitor and evaluate outcomes to ensure that the project is meeting the desired goals and objectives
- Provide customer/commercial input into the development and implementation of project plans/strategies.
- Develop and support the delivery of training programs for enquiry management staff

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. 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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