CUSTOMER RELATIONS MANAGER - CARE HOME

Location: Birmingham, West Midlands
Company Description: Since 2004, Macc Care has been dedicated to providing a home-like environment for individuals who require regular care or nursing assistance. With 14 care homes in the West Midlands, our core values of Love, Caring, and Compassion form the backbone of our services. These values are symbolized by the ‘Rose,’ representing cherished new beginnings. Our dedicated staff exemplify these qualities, making each home unique yet uniformly exceptional.
Role Description: This is a full-time on-site role for a Customer Relations Manager located in Birmingham. The Customer Relations Manager will be responsible for managing resident and family relationships, ensuring satisfaction with services, and addressing any concerns or complaints. The role involves coordinating with care teams, conducting regular check-ins with residents, and facilitating smooth communication between residents, their families, and the care team. Additional responsibilities include organizing events, enhancing customer experiences, and maintaining records related to customer interactions and feedback

QUALIFICATIONS:

• Strong communication and interpersonal skills
• Previous experience within a care setting is essential
• Experience in customer service or relationship management
• Ability to manage and resolve conflicts efficiently
• Understanding of the healthcare or care home industry is a plus
• Organizational and multitasking abilities
• Proficiency in using customer relationship management (CRM) software
• Empathy, patience, and a caring attitude

• Oversee the entire sales process within the care home environment, from initial contact to experience-driven tours, confident closures, and periodic customer satisfaction surveys
• Collaborate with the Macc Care marketing team to implement robust marketing strategies encompassing special events, networking endeavours, and community and public engagement
• Manage resident and family relationships, ensuring satisfaction with services and addressing any concerns or complaints
• Coordinate with care teams, conduct regular check-ins with residents, and facilitate smooth communication between residents, their families, and the care team
• Organize events and enhance customer experiences
• Maintain records related to customer interactions and feedback