Customer Experience And Wellbeing Lead

An exciting opportunity has arisen for a passionate and proactive individual to play a fundamental role in the shaping of a fantastic customer experience for all our residents in the role of Customer Experience and Wellbeing Lead.

The ideal candidate will be supportive of Barchester’s vision and core values, where the residents wellbeing is key to enriching their life in our homes. Working with the teams in our care homes to deliver projects and strategies to senior directors and the board, this vital role is pivotal in supporting staff to enhance our residents lives through mental, physical and spiritual stimulation whilst living with us. This position will require frequent travel across England, Wales, and Scotland, working cross functionally with many areas of the business, and measuring the impact of projects and initiatives against performance indicators.

Barchester is the third largest leading healthcare provider in the UK with a portfolio of over 240 homes and hospitals. We continue to grow, develop and expand year on year and have the fastest growing new builds programme with 10 new care homes being built and opened every year.

The Barchester family have proudly been awarded a two-star outstanding rating by Best Companies, ranked 11th in the top 20 Best Health & Social Care Companies to work for and 14th in the Top 25 Best Big Companies to Work For in the UK.

Rewards Package

• Confidential and free access to counselling and legal services
• Generous car allowance
• Life cover
• Access to a wide range of retail and leisure discounts at big brands and supermarkets
• Free access to medical specialists, who are available for a second opinion if you need it to make a decision with confidence
• Generous 20% annual bonus

Required Skills And Experience

• A background of working within a customer experience proposition development, project design, and implementation
• Strong attention to detail and the ability to be organised and prioritise workload
• Excellent communication and presentation skills, both internally and externally focused
• A full UK driving licence
• Experience in both people and budget management

Role And Responsibilities

• Provide regular communications to the national activities teams through the delivery of newsletters and webinars to support initiatives and engagement
• Work with the Dementia, Care and Regulation team to deliver holistic care aligned to our regulatory responsibilities
• Work with the Divisional Sales and Marketing Managers and Regional Directors to provide the required support on the ground to deliver and embed initiatives
• Measure, test, and re-appraise projects at regular intervals, including reporting on specific key performance indicators
• Work with the Learning and Development team to specify training requirements at a service level, and track the outcomes of the training as appropriate
• Work cross functionally to test and roll out initiatives, tools, and training as appropriate
• Develop partnerships for events for our in house live event programme
• Project plan the development and delivery of agreed initiatives around permanent and respite resident experience
• Work with key stakeholders to understand the customer needs when living in a Barchester care home
• Lead and develop the Life Enrichment Specialist team who provide in-house coaching and training for focus homes to continue to provide high quality resident experiences

As the only healthcare provider to be accredited as one of the best companies to work for in the UK, Barchester are dedicated to ensuring that our team are respected and their contribution valued. If you are looking to develop a career with an employer that is supportive and offers progression opportunities, Barchester is an empowering and rewarding place to be.