Job Description

The Customer Experience and Marketing team have an exciting opportunity for a Sales Coach to join the team. Working remotely, with frequent visits to London and national travel, you will convey your passion for conversion to our operations colleagues, supporting delivery of our Sales and Marketing Strategy. You will immerse yourself in our enquirer's journey, using customer insight, data and your knowledge of sales strategy to identify opportunities. Being a dynamic and influential sales professional, you will create and deliver compelling learning solutions both online and in person to drive high levels of occupancy in our care homes, improve conversion rates of those looking for a care home, and the conversion of residents on a short stay to permanent residency.

Required skills and experience:

Demonstrable growth in commercial success as a result of creation and delivery of learning interventions

Previous experience of working as a sales trainer, with a specialism of conversion


A sound understanding of best-in-class sales practice & standards in a fast-paced environment across multiple customer facing channels.

Possess a full UK driving licence and have ability to undertake regular travel across the UK with overnight stays

Have an understanding of sales strategies to apply to the Barchester customer journey.

Role and responsibilities:

Understand the current working practices & results for enquiries/sales, immersing yourself into our enquiry to admission journey


Identify key conversion points in our enquirer's journey and build and deliver training to maximise conversion rates, utilising customer insight to direct actions.


Complete training needs analysis to identify gaps & propose programmes driving commercial performance

Work to provide a suite of training materials, such as online, in person and bite size modules, aligned to Learning and Development and Barchester brand tone of voice


Support the design of structured/formal learning to deliver Occupancy Improvement both technical and skill based.

Support a digital first approach, whilst offering a blended approach to training delivery working with the operators to understand best delivery method and fit to achieve commercial outcomes.


Become fully versed with elements of Customer Experience & Resident Experience including Life Enrichment and the Customer Journey, identifying missed opportunities

Be available to travel nationally where learning is required where face to face is the best fit


Ensure you create learning environments with the right tools & systems in place for effective learning

Prepare for all training to ensure the quality of the delivery is of a high standard


Implement training modules into the Barchester Learning and Development platform and future HRIS including testing/pilots

Ensure we have resources and material hosted in Customer Experience and Learning and Development that support current and future leaders in relation to sales and occupancy success


Provide ongoing coaching support to leaders on a one-to-one basis where required

Rewards package:

48,000 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

Free access to medical specialists, who are available for a second opinion if you need it to make a decision with confidence

Confidential and free access to counselling and legal services