Client Experience Manager

2 weeks ago


StratforduponAvon, Warwickshire, United Kingdom Unique Senior Care Full time

About Unique Senior Care

We are a leading provider of home care services to older people in their homes, where they are most happy and comfortable. Our mission is to deliver outstanding care and support to our clients, and to make a positive difference in their lives.

Job Summary

We are seeking an exceptional individual to join our team as a Client Experience Manager. As the first point of contact with prospective clients, you will have full responsibility for delivering a positive client experience that will set the stage for continued engagement across a client's life span.

Key Responsibilities

  • Guide prospective clients from initial enquiry to a face-to-face care consultation with one of our local Registered Care Managers, offering an empathetic, calm, consultative and tailored response to each enquirer.
  • Work with our Marketing department to coordinate and deliver timely communications to existing clients across their lifespan.
  • Manage the multi-touch client life-span workflow, initially manually and later using a CRM platform, primarily focused on postal and email communication channels.
  • Meet clearly defined goals, including the number of enquiries to converted care consultations.

Requirements

  • Experience within a sales role, B2C dealing with accounts of high net worth.
  • Ability to engage and reassure customers through empathy and expertise.
  • Strong administration skills with attention to detail.
  • Excellent listening, verbal and written communication skills, with demonstrable experience communicating through various channels.
  • Self-motivated with high energy and drive to succeed.
  • Experience with customer relationship management software and knowledge of marketing automation software an advantage, but not essential.
  • IT literacy is critical to the role to ensure the on-boarding processes for clients are delivered efficiently.

What We Offer

  • Comprehensive training and development.
  • A competitive salary of £28,000 per annum.
  • A company pension scheme.
  • A referral scheme.
  • Life in progress - counselling.
  • Birthday recognition.
  • Holiday pay.
  • Loyalty bonus.


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