Job Description

The Customer Experience & Marketing team at Barchester Healthcare have an exciting opportunity for two Customer Experience Learning Specialists to join the team. The role involves working remotely with frequent visits to London and national travel to deliver training face-to-face. The successful candidates will be responsible for the effective delivery of learning solutions across Barchester Healthcare that drive high levels of occupancy through the conversion of those looking for a care home, and those on a current short stay to convert to permanent residency.
Main duties of the job
As a Customer Experience Learning Specialist, your role is the affective delivery of learning solutions across Barchester Healthcare that drive high levels of occupancy through the conversion of those looking for a care home, and those on a current short stay to convert to permanent residency. You will be responsible for understanding the current working practices and results for enquiries/sales, immersing yourself into the enquiry to admission journey. You will also be responsible for identifying key conversion points in the enquirer's journey and building training to maximise conversion rates, utilising customer insight to direct actions. Additionally, you will support the design of structured/formal learning to deliver Occupancy Improvement and Customer Experience improvement both technical and skill based.
About us
Barchester Healthcare is a leading provider of care homes and independent living in the UK. They are committed to delivering high-quality care and support to their residents and customers, and strive to create a positive and enriching experience for all. The organisation has a strong focus on customer experience and is looking to further enhance its sales and occupancy performance through effective training and development.
Details
Date posted
03 June 2025
Pay scheme
Other
Salary
xc2xa340,000 a year
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
1315585538
Job locations
Barchester Healthcare
Cardiff
CF3 2UQ
Job description
Job responsibilities
The Customer Experience & Marketing team have an exciting opportunity for two Customer Experience Learning Specialists to join the team. Working remotely with frequent visits to London and national travel to deliver training face to face.
We are looking for candidates who thrive on building strong consultative working relationships and rapport with others. Great opportunity for a passionate and self-motivated sales individual who is keen to work in house and focus on driving the Barchester brand standards.
As a Customer Experience Learning Specialist, your role is the affective delivery of learning solutions across Barchester Healthcare that drive high levels of occupancy through the conversion of those looking for a care home, and those on a current short stay to convert to permanent residency.
Required skills and experience:

• Previous experience of working as a Learning and Development specialist, with a specialism of sales and conversion
• Demonstrable growth in commercial success as a result of learning interventions
• A sound understanding of best-in-class sales and customer experience 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 possible overnight stays
• Have an understanding of customer experience design and change implementation

Role and responsibilities:
Understand the current working practices & results for enquiries/sales, immersing yourself into our enquiry to admission journey
Become fully versed with elements of Customer Experience & Resident Experience including Life Enrichment and the Customer Journey, identifying missed opportunities
Identify key conversion points in our enquirer's journey and build training to maximise conversion rates, utilising customer insight to direct actions.
Support the design of structured/formal learning to deliver Occupancy Improvement and Customer Experience improvement both technical and skill based.
Support a digital first approach but offer a blended approach to training delivery working with the operators to understand best delivery method and fit
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:
xc2xa340,000 per annum
Generous car allowance of xc2xa36.5k
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
7766 Job description
Job responsibilities
The Customer Experience & Marketing team have an exciting opportunity for two Customer Experience Learning Specialists to join the team. Working remotely with frequent visits to London and national travel to deliver training face to face.
We are looking for candidates who thrive on building strong consultative working relationships and rapport with others. Great opportunity for a passionate and self-motivated sales individual who is keen to work in house and focus on driving the Barchester brand standards.
As a Customer Experience Learning Specialist, your role is the affective delivery of learning solutions across Barchester Healthcare that drive high levels of occupancy through the conversion of those looking for a care home, and those on a current short stay to convert to permanent residency.
Required skills and experience:

• Previous experience of working as a Learning and Development specialist, with a specialism of sales and conversion
• Demonstrable growth in commercial success as a result of learning interventions
• A sound understanding of best-in-class sales and customer experience 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 possible overnight stays
• Have an understanding of customer experience design and change implementation

Role and responsibilities:
Understand the current working practices & results for enquiries/sales, immersing yourself into our enquiry to admission journey
Become fully versed with elements of Customer Experience & Resident Experience including Life Enrichment and the Customer Journey, identifying missed opportunities
Identify key conversion points in our enquirer's journey and build training to maximise conversion rates, utilising customer insight to direct actions.
Support the design of structured/formal learning to deliver Occupancy Improvement and Customer Experience improvement both technical and skill based.
Support a digital first approach but offer a blended approach to training delivery working with the operators to understand best delivery method and fit
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:
xc2xa340,000 per annum
Generous car allowance of xc2xa36.5k
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
7766
Person Specification
Qualifications
Essential

• The ideal candidate will have previous experience of working as a Learning and Development specialist, with a specialism in sales and conversion. They will have demonstrable growth in commercial success as a result of learning interventions, and a sound understanding of best-in-class sales and customer experience practice & standards in a fast-paced environment across multiple customer facing channels. They will also possess a full UK driving licence and have the ability to undertake regular travel across the UK with possible overnight stays.

Person Specification
Qualifications
Essential

• The ideal candidate will have previous experience of working as a Learning and Development specialist, with a specialism in sales and conversion. They will have demonstrable growth in commercial success as a result of learning interventions, and a sound understanding of best-in-class sales and customer experience practice & standards in a fast-paced environment across multiple customer facing channels. They will also possess a full UK driving licence and have the ability to undertake regular travel across the UK with possible overnight stays.

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