Head Of Customer Experience - Resident Experience

The marketing and Customer Experience team have a great opportunity for a Head of Customer experience to join the Barchester family.

The Head of Customer Experience will define, develop and drive the RESIDENT EXPERIENCE proposition and ongoing delivery of that proposition. Working with the care home teams you will drive continual improvement in enhancing the everyday lives of residents in line with the expectation of a premium care home provider.

Working collaboratively across teams including dementia, regulations and operations, you will be responsible for the RESIDENT EXPERIENCE journey to implement, engage, train and measure the results of various RESIDENT EXPERIENCE projects to continually test improved ways of working whilst influencing key stakeholders in a collaborative way.   You will develop external partnerships with those who can support in enhancing residents’ lives and be part of a team that ensures residents who live with us have enriched lives, growing our reputation and delivering against our commercial objectives.

Hybrid working role, with frequent travel across the UK.

Barchester Healthcare is one of the UK’s market leading healthcare providers being the third largest in the UK with over 250 nursing 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:

• Project plan the development and delivery of agreed initiatives around permanent and respite RESIDENT EXPERIENCE

• Work with key stakeholders to understand the customer needs when living in a Barchester care home

• Lead and develop the Life Enrichment Specialist team who provide in-house coaching and training for focus homes to continue to provide high quality RESIDENT EXPERIENCEs

• Provide regular communications to the national activities teams through the delivery of newsletters and webinars to support initiatives and engagement

• Develop partnerships for events for our in house live event programme

• Work cross functionally to test and roll out initiatives, tools, and training as appropriate

• Work with the Learning and Development team to specify training requirements at a service level, and track the outcomes of the training as appropriate

• Measure, test, and re-appraise projects at regular intervals, including reporting on specific key performance indicators

Required skills and experience:

• A full UK driving licence

• A background of working within a Customer Experience proposition development, project design, and implementation

• Experience in both people and budget management

• Excellent communication and presentation skills, both internally and externally focused

• Strong attention to detail and the ability to be organised and prioritise workload

Rewards package:

• Competitive salary

• Generous car allowance of £8.5k

• Annual bonus

• 25 days holiday plus bank holidays

• Life cover

• Access to a wide range of retail and leisure discounts at big brands and supermarket

• Free access to medical specialists, who are available for a second opinion if you need it to make a decision with confidence

• Confidential and free access to counselling and legal services

7766