Customer Service Manager

NHS; Peterborough; Remote; GBP 36,000; Full time

Job description

Job Summary

The Customer Experience team at Barchester Healthcare have an exciting opportunity for a Customer Service Manager to join their team. The role involves managing the performance of an outsourced customer service contact centre team, as well as handling online reviews and social media customer interactions. This is a remote-based role with monthly visits to Newcastle and London.

Main Duties of the Job

As the Customer Service Manager, you will be responsible for driving the performance of the outsourced customer service contact centre team, ensuring they deliver a high-quality service and meet KPIs and SLAs. You will also manage the team's handling of online reviews and social media customer interactions, ensuring they align with Barchester's brand tone of voice. The role involves building and leading a high-performing team, monitoring and reviewing their performance, and driving continuous improvement to streamline processes.

About Us

Barchester Healthcare is one of the UK's leading healthcare providers, with over 250 care homes and hospitals across the country. They are rapidly expanding, with plans to build and open 10 new homes each year for the next three years.

Date Posted: 17 April 2025

Pay Scheme: Other

Salary: £36,000 a year

Contract: Permanent

Working Pattern: Full-time, Part-time

Reference Number: 1284552510

Job Locations: Barchester Healthcare, Peterborough, PE7 8NF

Job Responsibilities

The Customer Experience team has 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.

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 focused on commercial opportunity, removing waste calls and contacts where possible to focus on possible admissions to drive occupancy.
3. Ensure optimum use of the ConneX CRM system at the Contact Centre as main first point of contact.
4. Manage team to support customers, colleagues and external parties to ensure contact is handled effectively and appropriately.
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. Building and leading a high performing team.
8. Monitor, measure and review your team’s performance, recognising great contributions, provide constructive feedback and handle any performance issues effectively.
9. Promote, support and plan the continuous development of your team, utilising standard programmes and other resources.
10. Identify change, drive continuous improvement and lead initiatives to simplify and streamline our processes.
11. 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 centres 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:

£36,000 per annum, Generous car allowance of £6.5k, 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, Confidential and free access to counselling and legal services.

Disclosure and Barring Service Check:

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer Details

Employer Name: Barchester Healthcare

Address: Barchester Healthcare, Peterborough, PE7 8NF

Employer's Website: https://www.barchester.com/