National Customer Relationship Manager System Lead

Job description

Job responsibilities

With over 25 years' experience, over 250 care homes, and six independent hospitals, Barchester is one of the UK's foremost care providers. Our mission is to provide the best possible person-centred care to elderly and vulnerable people, and we have an exciting opportunity for a National Customer Relationship Manager System Lead to join us to achieve this goal.In this key position, you will lead the development and implementation of the Barchester bespoke customer relationship system and processes in support of our commercial growth and customer satisfaction targets. You will oversee the day to day delivery of the implementation of the system, ensuring that the programme meets timelines and objectives. You will lead a team of implementers who will ensure the implementation runs smoothly and provide practical and hands on support to encourage the full adoption of the new system and continuous improvement of functionality and driving competency of newly delivered development. This is a permanent, predominantly remote position with regular travel across the UK. We are offering an impressive rewards and benefits package, including: Competitive starting salary 10% annual bonus Generous car allowance 25 days annual leave, plus bank holidays Flexible, remote working Unlimited access to our generous refer a friend scheme, earning up to £500* per referral Access to a wide range of retail and leisure discounts at big brands and supermarkets Free access to medical specialists, who are available for a second opinion if you need to make a decision with confidence Confidential and free access to counselling and legal servicesRequired experience and qualifications: Demonstrate professional experience in adult social care and evidence of continuing professional development Experience of Salesforce Knowledge in system development, customer experience, enquiry management, admission processes Excellent problem solving skills, with project and change management skills Full UK driving license with ability to work nationally and travel regularly to London

Role and responsibilities: Oversee development and continuous improvement of the customer relationship management system Act as escalation point for resolving issues and identify opportunities to improve the system Develop clear scope for the system to ensure it meets the current and future business needs Ensure system complies with regulations, standards, and best practices in line with business values and mission statement Understand and address underlying problems, opportunities or political forces affecting the project in order to achieve the best possible outcomes for residents and patients

Oversee the day to day management of the project phases ensuring delivered on time and within budget Support management and professional development of staff Utilise influencing strategies, tailored to individual situations, to reduce resistance and ensure buy-in to the new system Work in partnership with the Customer Experience and Marketing teams, IT teams, and Operational colleagues to enable the holistic support approach to enquiry management and customer management Provide CRM system representation with relevant members of the SMT Prepare and deliver presentations and workshops internally and externally to senior and large forums Ensure that staff are engaged with all the aspects of the system and improve business performance. Develop plans and content to ensure users are adequately trained to use system effectively

Person Specification

Qualifications

Essential

• Candidates should have demonstrable professional experience in adult social care and evidence of continuing professional development. Experience of Salesforce and knowledge in system development, customer experience, enquiry management, and admission processes is also required. Excellent problem-solving skills, with project and change management skills, and a full UK driving license with the ability to work nationally and travel regularly to London are essential.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Barchester Healthcare

Address

Barchester Healthcare

London

EC2A 1AS

Employer's website

https://www.barchester.com/ (Opens in a new tab)