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Client Experience Manager
4 months ago
Client Experience Manager
Rate of pay: £30,000 raising to £32,000 on successful completion of probation
Monday - Friday: 8.30am - 5pm including some Saturday Mornings
Contracted hours
MUST HAVE PREVIOUS CARE EXPERIENCE
Location: Stratford Upon Avon
Seeking an exceptional individual to join our growing business as a Client Experience Manager. Unique Senior Care provide outstanding home care services to older people in their homes, where they are most happy and comfortable, across Warwickshire, West Midlands, Gloucestershire & Buckinghamshire. We specialise in one thing: people. It doesn’t matter how simple or complex our clients’ needs are, we care for each person with respect, dignity and compassion..
Client Experience Manager
As the first point of contact with prospective clients, the Client Experience Manager has full responsibility for delivering a positive client experience that will set the stage for continued engagement across a client’s life span.
People contact Unique Senior Care looking for care for either themselves, or for their loved ones. It is the role of the Client Experience Manager to guide each person from initial, telephone or email, enquiry to a face-to-face care consultation with one of our local Registered Care Managers, by offering an empathetic, calm, consultative and tailored response to each enquirer. Working with our Marketing department, the role is also responsible for coordination and delivery of timely communications to existing clients, across their lifespan. The multi-touch client life-span workflow will initially be managed manually, moving in time to a CRM platform, and be primarily focused on postal and email communication channels. The role will have clearly defined goals that will include # of enquiries to converted care consultations.
Empathy, exceptional listening and communication skills, hard work, a flexible mindset open to learning and adapting, and an internal drive to succeed are foundational in the success of this role. Strong administration and organisation skills are also key, supporting both prospective clients with their initial enquiries, and existing clients across their journey.
Skills/Experience
· Experience in customer-facing roles, ideally on the telephone with a demonstrated ability to convert prospects to clients.
· 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 communication through email, webchat, social media, etc.
· 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.
The Benefits
· Comprehensive training and development will be provided.
· £30,000 raising to £32,000
.Company pension
. Referral scheme
.Life in progress - counselling
.Birthday recognition
.Holiday pay
. Loyalty bonus
If you like the sound of the role, please apply now
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Unique Senior Care is proud to promote equal employment opportunities to all applicants and employees regardless of their race, religion/belief, sex, sexual orientation, marital status, pregnancy, maternity, national origin, ethnic background, disability, or age.
