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Resident Experience Engagement Manager - Maidstone
£35,000 per year
40 hours per week - flexible working hours
Compass exclusive offers on PerksAtWork
Access to Career Pathways
Pension contribution
The role of a Resident Experience Engagement Manager is pivotal in fostering an environment where residents not only reside but thrive.
The Resident Experience Engagement Manager serves as the primary representative for the Compass Group UK & I Healthcare Experience Engagement team, within the White Oaks business.
As the Resident Experience Engagement Manager, you will recognise the profound impact of a positive and enjoyable experience on the well-being of seniors. Your dedicated role involves harnessing the resident voice and effectively coordinating all resident engagement activities in collaboration with the Regional Management and Contract Support Management team. This includes active participation in White Oaks resident forums, continuous monitoring of resident satisfaction, and the creation and distribution of reports to relevant teams, providing valuable insight and shaping service direction based on the resident's voice.
Aligned with the principles of the Positive Impressions framework, you will uphold and implement these guidelines to drive meaningful change within the community. The Resident Experience Engagement Manager is instrumental in supporting the enhancement of the overall quality of life for residents, ensuring their unique needs, preferences, and aspirations are not only heard but actively integrated into daily life. Through thoughtful initiatives and a steadfast commitment to resident-centered strategies, this role plays a crucial part in creating a vibrant and fulfilling senior living experience.
Your key responsibilities will include:
- Maintains and supports client and resident satisfaction at a level that ensures account retention.
- Administer required client/resident surveys (and other feedback instruments) and respond in a timely and effective manner, as per Positive Impressions Service Level Agreement (SLA)
- Tracks financial incentives, client penalties, and reporting of resident satisfaction performance across the White Oaks business.
- Monitors and ensures compliance, progression, and follow-up of any resident satisfaction initiatives.
- Deliver a range of engagement activities to promote social interaction amongst residents.
- Address the requirements of a diverse resident population to support the attraction of new residents, by implementing initiatives that assist the regional management team in integrating resident engagement throughout the White Oaks business.
- Increase regional resident satisfaction performance by promoting and monitoring resident satisfaction progress and exploiting marketing success.
- Maintain an awareness of the resident satisfaction updates and industry conditions including internal and external to the accounts.
- Interact with fellow patient or Resident Experience managers to share ideas and best practices.
- Participate on regular calls with fellow Experience Managers and Operations Management to communicate updates, and current trends and identify opportunities to reward and recognise.
- Demonstrate knowledge and resident satisfaction measurement methods and surveys as used at the site and more
Our ideal Resident Experience Engagement Manager will:
Essential:
- HND or equivalent A levels or equivalent combination of education and experience.
- Must be a team leader, able to motivate and communicate with the team.
- Previous care sector experience.
- Highly developed communication skills both verbal & and written, appropriate to the audience.
- Ability to communicate and be able to translate complex information to residents and motivate front-line teams.
- Emotional intelligence, resilience, emotional maturity, and assertion
- Demonstrable experience within a managerial role or qualification in conflict resolution.
- Ability to maintain organisation in a changing environment.
- Exhibits initiative, responsibility, flexibility, and leadership.
Desirable:
- Degree or equivalent combination of education and experience.
- Understanding of senior living consumer standards and regulations regarding Resident Experience Engagement
- Working with diverse clients across a large portfolio.
We ensure you're rewarded for all your hard work, which is why we offer a comprehensive benefits package which includes but is not limited to:
- To help with the cost of living crisis, Compass will be providing a free meal or equivalent Subsidy while working
- Exclusive travel discounts with TUI, Expedia, Booking.com and many more
- Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more
- Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
- Up to 44% off cinema tickets to enjoy your favourite blockbuster
- Regular emails filled with the best discounts and savings available
- Receive cash rewards every time you spend and use them on a wide range of brands
- Un-wind with us with free wellness, mindfulness and exercise classes
- You can share all discounts and offers with your friends and families
- Contributory pension scheme
- Grow your career with our Career Pathways and MyLearning programmes
Part of Compass Group UK&I, Medirest is the specialist healthcare operating company of Compass Group UK & Ireland, providing a full range of hotel services, including staff, patient and visitor catering, domestics, portering, security and reception, at over 130 NHS Trusts and private hospitals.
Job Reference: com/0801/74721001/52614496/ONEWJ
Compass Group UK&I wants everyone in our business to feel able to be themselves at work and to have an equal opportunity to progress their career. We want to create a culture where we respect and embrace everyone's talents, beliefs, backgrounds, and abilities. Where our colleagues feel valued, can reach their full potential, and thrive - Diversity is Our Strength!
