The Customer Experience team have a great opportunity for a Customer Service Manager to join the Barchester family responsible for the performance of our outsourced customer service contact centre team, as well as a small internal team Managing online reviews (google and CHUK reviews) and all social media customer contact. Working remotely with monthly visits to Newcastle and London.

As a Customer Service Manager, you will drive performance of the contact centre via various channels. You will lead effective, empathetic customer communication and solve complex issues with support from stakeholders. You will oversee the service performance of the outsourced customer care team to ensure KPIs and SLAs are achieved and a high quality of service is delivered to customers. You will drive process and cultural improvement in operations through identifying trends and opportunities to improve service levels.

Barchester Healthcare is one of the UK’s market leading healthcare providers being the second largest in the UK with over 250 care homes and hospitals across the country. With a successful new builds programme with 10 new build homes being built and opened every year for the next three years, we are rapidly and successfully expanding.

Role and responsibilities:

1. Ensuring the outsourced Customer Care Team deliver performance and a high quality of service
2. Drive performance at the Contact Centre focussed on commercial opportunity, removing waste calls and contacts where possible to focus on possible admissions to drive occupancy
3. Ensure team leaders are reviewing calls and providing feedback and coaching to team members to drive quality improvements
4. Ensure optimum use of the ConneX CRM system at the Contact Centre as main first point of contact
5. Manage online reviews (google and CHUK reviews) and all social media customer contact from customers ensuring any comments are in line with the BHC tone of voice and support a premium service and reassure customers
6. Work with 3rd party company to ensure Interactive Voice Recording (IVR) is fit for purpose
7. Monitor, measure and review your team’s performance, recognising great contributions, provide constructive feedback and handle any performance issues effectively
8. Promote, support and plan the continuous development of your team, utilising standard programmes and other resources
9. Identify change, drive continuous improvement and lead initiatives to simplify and streamline our processes
10. Support and continuously improve our industry leading customer relationship management system that supports us to grow our communities by building trust and enabling meaningful conversations

Required skills and experience:

1. Understand brand tone of voice and able to write in line with set minimum standards
2. Demonstrate an exceptional ability to handle customer complaints and difficult conversations effectively in a previous role
3. Have customer journey mapping experience particularly on contact centre’s and complaints journeys
4. Have keen attention to detail
5. Ability to effectively prioritise workload
6. Self-motivated, target driven and a creative thinker
7. Confident in managing the performance of a larger team to deliver results and outstanding premium care

Rewards package:

1. £36,000 per annum
2. Generous car allowance of £6.5k
3. Annual bonus
4. 25 days holiday plus bank holidays
5. Life cover
6. Access to a wide range of retail and leisure discounts at big brands and supermarket
7. Confidential and free access to counselling and legal services