Customer Relations Manager

5 days ago

Cheltenham, United Kingdom Advinia Care Homes Limited Full time

Here at Advinia Healthcare, we are looking for a Customer Relations Manager at our Bishops Cleeve Care Home in Cheltenham. This role will be reporting directly into our Group National Sales Manager. We are looking for a dynamic, high energy, and results-driven individual with sector experience who has a proven successful track record in filling new build care homes. A fantastic opportunity in a beautiful new state-of-the-art care home where there is a high potential to earn based on a lucrative incentive scheme. The successful candidate needs to be self-motivated and have experience in both enquiry generation and conversion.
Key facts: The successful candidate needs to have a good understanding of Bishop Cleeve and the surrounding area with excellent Health Care Professionals, Community Contacts, and Commissioning Manager contacts to hit the deck running. Single site role with potential to move to multi-site if successful in filling the home. The Home Manager is incredibly experienced, commercially focused, and very supportive in outreach programmes and driving occupancy. The successful candidate needs to be a strong communicator with excellent presentation skills and can handle and overcome objections to increase admissions into the home. Key responsibilities: Work closely with the Home Manager and home team to achieve or exceed occupancy and average weekly fee targets. Work closely with the National Sales Manager & Marketing teams to devise a robust marketing plan and submit agreed key KPI reporting. To be a key point of contact for customer enquiries, managing the enquiry/referral process from generation to closure to include: show rounds, assessments, discussion of care services to meet the resident's needs, and answering customer queries. To manage and ensure that the customer experience and journey remains consistent in its quality and empathy, and that all actions are carried out promptly. To promote and raise the profile of the home in the local community through generating newsworthy stories, and by identifying targeted advertising opportunities. Take a lead on local marketing activities, developing and delivering a programme of community engagement, and working in partnership with the home to deliver successful events in line with KPIs to encourage footfall into the home. To develop and run home events to attract key stakeholders and prospective clients to showcase the home and its key USP's. Providing guidance, training, and support for the home's team members to ensure effective customer engagement and consistent sales experience. Raise the positive profile of the home in the local community through external business development, building and maintaining a contact list of key local stakeholders - including taking a presence at any relevant local external events that enable networking opportunities with key care referrers. Establishing a Health Care Professional database of key contacts alongside establishing and operating an engagement strategy to promote bed vacancies to drive an increase in targeted and specific referrals. Ensuring the home has a presence on all LA contract bed frameworks to establish, maximise and convert all block and spot bed purchasing opportunities. Identify and build partnerships and working relationships with key referral partnerships i.e. Trusted Care, Autumnia etc. To achieve and exceed all sales KPIs. In Return: Car allowance Highly competitive monthly commission scheme - paid per admission Quarterly bonus scheme - occupancy growth target Flexible pay - Wagestream Free DBS Comprehensive benefits package #J-18808-Ljbffr

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