Customer Relations Manager

2 weeks ago

Kidderminster, United Kingdom Care UK Residential Full time

Job title: Customer Relations Manager

Responsible to: Regional Sales and Development Manager

Accountable to: Operations Director

**Our Values**
Fulfilling Lives is our core purpose
Every one of us makes a difference is the belief that drives us
Caring, Passionate and Teamwork are the values that underpin everything we do
**Job Summary**
Support the new builds programme and home team to achieve its sales target of self-funding beds.
To develop strong links with local charities, support agencies, schools, local clubs and other potential interested parties. Seize PR and partnership opportunities to best promote the home locally. To ensure that the Care UK values of Fulfilling Lives are evidentin all areas of customer relations
**Key Responsibilities**
- Provide correct information to prospective clients regarding the facilities, care, service and prices in a professional and efficient manner
- Enrol new residents in order to achieve set sales targets
- To work closely with the Home Manager to ensure the preparation and implementation of the Community Engagement Schedule and Sales Activity Calendar
- Ensure that the self-funding contract is understood and is clearly communicated to all prospective clients
- All enquiries are dealt with professionally and within 24 hours adhering to the Care UK standard operating procedures (SOP’s)
- Conduct a thorough needs analysis to all prospective clients on the phone or in person by using a range of questioning techniques
- Accurately record all prospect and resident information on the database system. Make note of the initial source of enquiry to establish marketing trends
- Ensure prospective clients that do not buy are followed up within the set time frame and are continually contacted in line with the SOP’s
- Visit the competition and have an understanding of their prices, service offering and procedures
- Identify potential business/marketing opportunities within the local catchment area
- Complete the necessary paperwork accurately including the enquiry card, contract and direct debit mandate
- Arrange review meetings with relatives one month after residency and allow smooth handover to Clinical Lead
- Participate in a weekly conference call with the Sales Manager, New Builds to report on set KPI’s
- Work closely with the Home Manager and Clinical Lead to arrange Pre Admission Assessments and suitable admission dates
- Take the lead on day of admission to ensure a seamless process
- Ensure that the reception team are always aware of incoming residents and appointments for tours
- Liaise with the Administrator for billing/invoicing purposes ensuring no resident is admitted until a contract has been signed and deposit has been paid

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