Job Description

(Important - Hybrid - WFH 4 days per week 1 day in one Home, 1 day in the other Home or EBD)

Company Overview

At Connaught Care, we provide an extraordinary care experience for residents and their families. Our award-winning luxury care homes are known for their high standards, and we are looking for a passionate individual to help ensure that every interaction, from the first enquiry to move-in and beyond, is seamless, supportive, and positive.

Summary

We are seeking a

customer-focused, empathetic, and organised professional

with a background in care who can drive excellence in resident experience, engagement, and customer success across two of our homes -

one in Huntingdon & one in Bedhampton. Delivering the requisite number of enquiries to grow the occupancy is the key element of this role.

Responsibilities

Enquiry Generation & Management

Develop and maintain strong relationships

with local authorities, healthcare professionals, social workers, and community organisations to enhance referrals and awareness of Connaught.

Drive

external business development

virtually

by seeking opportunities to build partnerships with organisations, networks, and referral sources to increase occupancy.

Support the Events and Marketing

teams in

delivering community-focused initiatives

that raise the profile of Connaught within the local area.

Book and coordinate appointments

for potential residents and external stakeholders, including referrers and professionals.

Conversion

Assist families

, residents, and potential clients

with enquiries

about services.

Providing real-time responses

,

answering questions

, and offering support through our online

live-chat

platform. Apply

strong soft sales

skills throughout the resident journey, including:

Active listening

to understand individual needs and concerns.

Persuasive yet sensitive communication

to support families through complex decisions. Explaining Connaught's

USPs and service offering

while addressing objections with care and credibility.

Follow up on all leads

promptly and purposefully to ensure a smooth journey from enquiry to move-in. When required, deliver warm,

personalised home tours and consultations

, coordinating with internal teams to ensure excellence at every touchpoint.

Deliver training

and

coaching sessions

for colleagues on enquiry management and show-rounds.

Reputation

Oversee the Homes'

social media presence

and

quality of

representation

to ensure consistency with brand values, support local awareness, and maintain brand reputation and awareness.

Actively

promote Connaught's luxury care model

through positive, values-aligned representation both internally and externally.

Respond

to

customer reviews

on social media and carehome.co.uk

Collaborate

with our

PR agency

to highlight positive stories.

Manage the EBD budget

, ensuring spending is purposeful, impactful, and aligned with resident needs and preferences.

Relationships

Work closely with Home Managers

and

care teams

to

enhance the resident and family experience

throughout the lifecycle from move-in through to transition or move-out.

When required, attend and support

resident events

and

family engagement activities

to enrich lives and strengthen emotional connection with the Connaught community.

Gather and present

feedback and insights

from residents, relatives, and staff to identify opportunities for continuous improvement.

Responsible for delivering customer

"wows" - including ordering move-in gifts or hampers, and ensure at the

show-round stage

'

extraordinary

' is

demonstrated

.

Quality Assurance

Share learnings, best practices, and improvement opportunities

with Home Managers and support teams.

Collaborate with the central and operations teams to

implement experience enhancements

and close any identified service gaps.

Conduct first impressions audits

across both homes, evaluating hospitality, staff interactions, environment, and service presentation.

Share actionable insights and feedback

with Home Managers and support teams to continuously elevate the standard of experience.

Carry out

quarterly competitor analysis

to ensure

our offering exceeds

others.

Document

leads on our system and followed up within our SLA.

Responsible

for the

obtaining

and

maintaining

of

resident files

- specifically

contract, proof of funding,

and

consent

forms

.

Requirements

? Experience working in a care role

(Carer, Senior Carer, or similar role preferred).

? Strong understanding of

resident and family needs

in a care home setting.
?

Exceptional customer service skills

with the ability to build trust and rapport.
?

Soft sales skills

- ability to guide and reassure potential residents and families.
?

Self-motivated

? A

polite, professional, and empathetic manner.

?

Strong organisational skills

- ability to manage multiple tasks and priorities.
?

Excellent

understanding of

social media

,

IT

systems, and

Microsoft Office

?

Positive and solutions-focused mindset.

?

Experience in event coordination

is desirable.
?

Ability to travel between two care homes

, requiring site visits 1 day per week.

What Success Looks Like in This Role:

Success in this role will be measured by:

Enquiry-to-move-in conversion rates

.

Increase in enquiries from local sources

.

Resident and family satisfaction scores

.

Conversion of respite to perm

.

What We Offer:

- Competitive salary (50,000) + strong bonus structure (15k per year + Stretch Targets)
-A huge wellbeing & benefit package
- Hybrid working model (remote + in-home visits)
- The opportunity to make

a meaningful impact

on the lives of residents and their families
- A supportive team environment

- Career progression opportunities in a growing luxury care home company

- A sales toolkit including, customer service templates, vouchers and offers, marketing collateral, EBD best practice, and more!

If you are passionate about making a difference in people's lives and are ready to offer an extraordinary experience to our residents and families, we invite you to apply for this exciting role at Connaught Care today!

Job Types: Full-time, Permanent

Pay: 50,000.00 per year

Additional pay:

Bonus scheme Performance bonus
Benefits:

Canteen Cycle to work scheme Health & wellbeing programme Life insurance On-site parking Store discount
Schedule:

Monday to Friday
Work Location: Hybrid remote in Cambridgeshire, PE29 1SF

Reference ID: 123