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Customer Relations Manager

2 months ago

Harrogate UK, North Yorkshire, United Kingdom Lovett Care Limited Full time

Who are we?

Lovett Care was founded back in 2009 and has been operating care homes across the Northwest of England for over a decade, more recently in Wales. We are a fast-growing, person-centred care organisation with a strong reputation in the care industry. We pride ourselves on creating a ‘home from home’ environment which enables residents to live life to the fullest. Currently 10 care homes and 600+ Team Members and we will be expanding at the end of this year and into 2025.


We are a values-driven employer that see our people as our greatest asset. Our Mission is to be recognised as a passionate and committed provider offering quality person-centred care in a safe, comfortable ‘home from home’ environment. Fairfax Manor Care Home is part of the Lovett Care family that provides excellent customer care.


Job Purpose:

We have a brand-new and exciting opportunity for a Customer Relations Manager based at our newest home Fairfax Manor Care LTD in Harrogate. As an experienced customer relations professional, you will thrive on meeting and exceeding revenue targets and promoting Fairfax Manor through community relationships, events, and PR, thus ensuring a high-level of customer service for each enquiry.


Monday to Sunday, 40 hours per week


Pay & Benefits:

· Salary £40,000 p.a. & Discretionary Bonus Package (5% of weekly fee, excluding respites)

· 25 days Holiday & 8 Bank Holidays

· Auto Enrolment Pension Scheme

· 12 Month Appreciation Award & Long Service Awards

· Employee Assistance Programme

· Employee Referral Bonus Scheme

· Lovett Cares - Our Benefits Portal

· Access to Lovett Cares Salary Sacrifice Car Scheme


Key Responsibilities & Accountabilities:

· Achieve targets for resident occupancy and average weekly fee so a track record in sales and marketing in a care home setting would be advantageous.

· Promote the care home and drive enquiries through events, sponsorships, and PR.

· Engaging with potential residents and relatives to understand their experience and requirements.

· Communicate accurate information to prospective residents about our facilities, services, and prices.

· Monitor competitor landscape, identify market opportunities, and generate leads.

· Engage with local community groups, healthcare professionals, and potential referral sources to promote Fairfax Manor.

· Collaborate with the General Managers, Regionals, and Leadership Team.

· Complete all required reports accurately and in a timely manner.

· Be available for evening and weekend meetings, and events as required.

· Conduct tours of the care home for prospective residents and their families, highlighting our offerings.

· Facilitate smooth transitions for new residents, ensuring they feel welcomed and supported from the moment they express interest.

· Maintain accurate records of resident interactions, feedback, and resolutions.

· Prepare reports on customer service activities, resident satisfaction, and areas for improvement.

· Assist in the development and implementation of policies and procedures related to customer relations.


Knowledge, Skills & Competencies:

· Customer Service Focused – A customer first approach.

· Excellent Communicator – Builds relationships at all levels, whether face to face, over the phone or via electronic communication. Excellent interpersonal and communication skills, with the ability to interact effectively with all stakeholders.

· Consultative Sales Approach – Demonstrates a positive ‘can-do’ attitude, collaborative and initiative-taking in the sharing of ideas and information.

· Planning & Organisation – Adapts to change and uses resources effectively. Strong organizational skills with attention to detail and meet deadlines.

· Contributing to Team Success – Contributes effectively to team performance to meet objectives.

· Initiating Action – Self-motivated and manages own time to ensure daily objectives are met. Accepts additional challenges and responsibilities willingly and assists others.

· Flexibility - Use of initiative to ensure tasks are completed. Undertakes ad hoc tasks/projects as and when required.

· Accuracy - Demonstrates a high degree of attention to detail. Logical and methodical approach.

Additional Requirements:

· At least 3 years' sales and marketing experience ideally within care sector.

· Passionate and driven to succeed.

· Committed to making a difference and adding value.

· IT Literate and numerically astute.

· Treat people fairly and courteously regardless of background or culture.

· Ability to work autonomously in a fast-paced environment.

· Hold a full UK Driving License.

· Travel may be required to travel to support another home from time to time.


We are a diverse culture recognising and celebrating differences and taking pride in creating an inclusive environment for all.