Resident Experience Manager

Job title: Resident Experience Manager Location: Warren Lane, Ashford TN24 8UF.

Salary: £35,588-£46,467 per annum, Depending on experience. Contract: 40 hours per week. Shift Pattern: Monday - Friday, Occasional night visits or weekend work may be required. We make health happen Here at Bupa we support those when they need it the most. Our care homes are dedicated to delivering person-centred care, supporting independence and honouring choice to help our residents live their best lives.

You’ll Help Us Make Health Happen By

• You’ll take ownership of all potential customer enquiries (walk ins or telephone enquiries, data capture, and follow ups) and be responsible for sales negotiations during any show-arounds that may happen
• Completing a daily walk round, you’ll focus on enhancing the customer experience in the Home, including checking showrooms, dining rooms, lounge, reception and speaking to residents
• Manage any customer complaints or issues as they arise, liaising with residents, families and staff as appropriate
• Drawing on your customer service experience, you’ll provide day to day support and guidance to the team - promoting our residents' independence, choice and dignity
• You’ll build lasting relationships with the residents and the people they care about, as well as caring about the home itself - fostering a sense of community

Key Skills / Qualifications Needed For This Role

• Experience of working within a sales and customer service led environment, with a track record of providing customer service innovation
• An effective communicator who’s able to build strong and honest relationships with people
• You’re a natural leader, someone who’s ready to share their experience – leading and mentoring a team with the ability to delegate effectively
• Someone with excellent time management who can effectively prioritise their workload
• A respectful and compassionate team player with the belief in giving your personal best

Benefits Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• My Healthcare - Quick, easy access to support, advice, and treatment for a variety of health-related issues, including remote GP appointments, physiotherapy and mental health support – all available via one phone number 24/7
• Annual allowance which you can redeem against a menu of Bupa healthcare products, all to the approximate value of £350
• We offer a sick pay scheme to our frontline teams, as an addition to statutory sick pay, to help provide some reassurance and financial support during longer absences.
• Free meal on every shift
• 28 days holiday
• Long service - For every milestone at Bupa we will reward you with ecards, extra holidays and money!
• Interest-free annual travel loan to enable the purchase of public transport annual season tickets
• Wagestream - Have early access to up to 40% of your earned wages within minutes
• We offer a range of Bupa pension plans – find out more on our career site
• Parental leave - We have schemes for adoption, birth parents and co parents -find out more on our career site
• Menopause Plan - Specifically designed to empower women to seek advice, choose their treatment and take control of their health
• Access to discounts at a wide variety of gyms and fitness facilities across the UK

Why Bupa? We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them

Time Type Full time

Job Area Locations:

Warren Lodge