WE’RE HIRING! ADMISSIONS AND ENQUIRIES MANAGER – SAINT CECILIA’S CARE GROUP

At Saint Cecilia’s, we pride ourselves on providing outstanding care, compassion, and support across our family of care homes. We’re now looking for an enthusiastic and professional Admissions and Enquiries Manager to join our team and help us welcome even more people into our homes.
This brand-new role will be key to ensuring that everyone who contacts us receives a warm, professional, and caring welcome. You’ll be responsible for managing and following up on all enquiries, supporting our home managers to ensure rooms are ready for admission, and making sure families feel informed and supported every step of the way.

ABOUT THE ROLE

The Admissions and Enquiries Manager will be the first point of contact for all new enquiries into Saint Cecilia’s. They will ensure a warm, professional, and consistent welcome to individuals and families, while proactively driving occupancy across the group and helping Saint Cecilia’s stand out in an increasingly competitive market.

KEY RESPONSIBILITIES

• Act as the first point of contact for all telephone, email, and in-person enquiries, ensuring a confident, engaging, and persuasive service.
• Deliver a warm, professional, and efficient experience to individuals, families, and professionals enquiring about our services, building trust and confidence from the outset.
• Support the finance team with the issuance of resident contracts and ensure admissions are processed smoothly.
• Ensure all enquiries are logged, tracked, and followed up with pace and persistence, turning interest into confirmed admissions wherever possible.
• Maintain and update the Enquiries Tracker, providing clear reports and analysis on pipeline performance and conversion rates to senior management.
• Monitor reasons why enquiries do not convert and use insight to improve our offer and approach.
• Work to clear occupancy and conversion targets, with accountability for performance.
• Support home managers with ensuring rooms are “admission-ready,” including coordinating brochure packs, welcome materials, and show-round preparations.
• Actively benchmark competitor pricing and positioning, using this intelligence to sharpen our offer and ensure Saint Cecilia’s remains the first choice for families.
• Proactively build referral networks with key professionals, GP surgeries, hospital discharge teams, Dementia Forward, Age UK, and other community groups to generate new leads and enquiries.
• Build and maintain strong relationships with families and professionals throughout the enquiry and admission process, providing exceptional customer service.
• Take a lead role in planning and delivering engaging marketing events, open days, and promotional activities that generate enquiries and convert into admissions.
• Identify new opportunities and channels to generate enquiries and grow our reputation locally and regionally.
• Produce regular reports on occupancy, pipeline enquiries, and conversion rates for senior management.
• Contribute ideas and initiatives for improving customer experience, enquiry handling, and our competitive position.
• Undertake any other duties as reasonably required to support occupancy growth and business development.
• Person Specification Essential Desirable
• Proven experience in sales, customer service, or business development.
• Excellent communication skills, with the ability to engage confidently with a wide range of people.
• Strong organisational skills and attention to detail.
• A warm, approachable, and professional manner.
• Proficient IT skills including Microsoft Office (Excel/Word/Outlook).
• Ability to produce clear reports and analyse trends.
• Ability to work independently and collaboratively across multiple sites.
• Experience in the care, health, or hospitality sector.
• Knowledge of local community networks and organisations.
• Experience of CRM or enquiry management systems.
• Own transport and flexibility to travel between homes.
  This is a fantastic opportunity to play a central role in helping us promote maximum occupancy and continue to grow our reputation for excellent care.
  If you are warm, professional, and passionate about people, with a background in sales or customer engagement, we’d love to hear from you.